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TCVN TCVN IS0 9004:201 I IS0 9004:2009 Xuat ban Ian 3 QUAN LY TO CH~C DE THANH CONG BEN V~NG - PHU(YNG PHAP TIEP CAN QUAN LY CHAT LlYQ'NG Managing for the sustained success of an organization A quality management approach

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Page 1: TCVN - leanclub.vnleanclub.vn/Uploads/files/187207829-TCVN-ISO-9004-2011-ISO-9004-2009.pdf · TCVN IS0 9004 : 2011 Lbi noi dau TCVN IS0 9004:2011 thay th6 cho TCVN IS0 9004:2000

TCVN

TCVN I S 0 9004:201 I I S 0 9004:2009

Xuat ban Ian 3

QUAN LY TO C H ~ C DE THANH CONG BEN V ~ N G -

PHU(YNG PHAP TIEP CAN QUAN LY CHAT LlYQ'NG

Managing for the sustained success of an organization

A quality management approach

Page 2: TCVN - leanclub.vnleanclub.vn/Uploads/files/187207829-TCVN-ISO-9004-2011-ISO-9004-2009.pdf · TCVN IS0 9004 : 2011 Lbi noi dau TCVN IS0 9004:2011 thay th6 cho TCVN IS0 9004:2000
Page 3: TCVN - leanclub.vnleanclub.vn/Uploads/files/187207829-TCVN-ISO-9004-2011-ISO-9004-2009.pdf · TCVN IS0 9004 : 2011 Lbi noi dau TCVN IS0 9004:2011 thay th6 cho TCVN IS0 9004:2000

TCVN I S 0 9004 : 2011

Muc luc Trang

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Lwi noi dbu 5

. . . . . " Lwi grwr threu .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Pham vi ap dung 9 - .. .. ................................................................................................. 2 Tai lieu vren dan 9

3 Thuat ngb va d ~ n h nghia ...................................................................................... 9

4 Quan Iy t6 chwc d& thanh c6ng b&n vbng ............................................................. 10

..................................................................................................... 4.1 Khai quat 10

4.2 Thanh c6ng b i n vGng ................................................................................. 10

4.3 Mdi trvwng clla t6 chwc ................................................................................ 11

4.4 Cac ben quan tam, nhu c%u va mong dqi ...................................................... 11

5 Chi& Ivqc va chinh sach .................................................................................... 12

5.1 Khai quat ..................................................................................................... 12

5.2 hik kt Igp chikn Ivqc va chinh sach ................................................................ 12

5.3 ~ r i e n khai chikn Iwqc va chinh sach .............................................................. 13

5.4 Trao d6i th6ng tin v6 chikn lwqc va chinh sach ............................................. 14

............................................................................................... 6 Quan Iy nguhn lyc 14

6.1 Khai quat ..................................................................................................... 14

. . 6.2 Ngu6n lyc t a ~ chinh ...................................................................................... 15

6.3 Con ngwwi trong t6 chivc .............................................................................. 15

1 . 6.4 Nha cung ivng va do1 tac ............................................................................... 17

6.5 Cw sw ha t%ng ............................................................................................. 18

- . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.6 Mor trwwng lam vlec 18

6.7 ~ i & n thivc, th6ng tin va c6ng nghe ................................................................ 19

... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.8 ~ g u b n lwc t y nhien 20

7 Quan Iy qua trinh ................................................................................................. 21

. . 7.1 Kha~ quat ................................................................................................ 21

............................................................... 7.2 Hoach djnh va kiQm soat qua trinh 21

7.3 Trach nhigm va quy&n han d6i vwi qua trinh ................................................. 22

............................................................ 8 Theo dbi, do Ivwng. phan tich va xem xet 22

..................................................................................................... 8.1 Khai quat 22

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TCVN I S 0 9004 : 201 1

8 2 The0 ddi . . . . . . . . . . . . . . . . . . . . . . . . . .. ...............................................................

8.3 0 0 lv&ng ...............................................................................................

......................................................................................... 8 4 Phan tich

8 5 Xem xet thong t ~ n t w the0 ddi, do lwfrng vB phan tich .................................... . . ................................................................................. 9 Cat tidn. d b ~ mwt va hgc h o ~

9 . 1 Khai quat ..................................................................................................

.................................................................................................. 9.2 Cai tidn

9 .3 obi mwi ................................................................................................ . .

9.4 Hgc h o ~ .....................................................................................................

Phy lyc A (tham khao) Cong cy tyl dAnh giA .......................................................................

Phy lyc B (tham khao) Cac nguyCn t5c quan Iy chht lupng ...................................................

Phy lyc C (tham khao) S v tvwng ivng g i h TCVN IS0 9004 : 201 1 vB TCVN IS0 9001: 2008 .........

........................................................................................... Thw mvc tAi leu tham khao

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TCVN IS0 9004 : 2011

Lbi noi dau

TCVN I S 0 9004:2011 thay th6 cho TCVN I S 0 9004:2000.

TCVN IS0 9004:2011 hoan toan twwng dwwng vwi IS0 9004:2009.

TCVN I S 0 9004:2011 do Ban k v thugt Tieu c h u h qubc gia

TCVNITC 176 Qu5n Iy c h i t I v w g va ddm bdo chat lulqng

bien soan, ~ b n g cyc TiGu chuhn Do Iwwng ChAt lwqng B& nghi,

Bi j Khoa hgc va Cong nghZ, c6ng bb.

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TCVN I S 0 9004 : 2011

Lwi giwi thieu

T~eu chuhn nay dva ra huwng dan nham h6 trw mot 16 chllc dpt duvqc sy. thanh cdng bkn vkng

trong mo1 tru.wng phuc tap do1 h61 khet khe va luon thay dbi, thong qua phvwng phap t16p c i n

quan Iy chat Ivqng

TB ch1i.c dgt dvqc sv thanh cong b&n vkng nhw kha nang dap Gng cac nhu c$u va mong dwi cira

khach hang va cac ben quan tam khac trong dai hqn, mot cach can bang. Thanh cbng bkn vbng co

thk dat duqc nhw quan Iy t6 ch1j.c co hi& 1y.c th6ng qua nhan thivc v& m6i trubng clia t6 chivc nhw

hgc hoi va ap dung thich hqp cac cai tibn valhoac d6i mwi.

T ~ e u chuhn nay khuykn khich hogt dong ty danh gia nhv mot cbng cy quan trgng d& xem xet muc

do nhuan nhuyen clia 16 chiuc. bao trum cac khia cgnh dibu hanh, chi&n Iuqc. he thdng quan Iy,

ngubn 1u.c va qua trinh, db nh?n bikt cac di&m mqnh, di&m yku va cw hoi cho hogt d ~ n g cai tikn

valhoac ddi mwi.

T ~ e u chudn nay chu trgng vao quan Iy ch&t Ivqng w goc do rdng hwn so VWI t ~ e u chuan TCVN IS0

9001, t ~ e u chuhn nay dd cap dhn nhu c$u va mong dql clia tht c5 cac ben quan tam cSng nhv dva

ra hvwng dAn cho hogt dong c a ~ tlkn mot cach I ~ e n tyc va he thdng toan bd v12.c thulc h ~ g n clia 16 chivc Hinh 1 dua ra mb hinh mw rdng cira ht$ thdng quan Iy ch i t Iuqng the0 qua trinh, k6t hqp cac

ydu t6 cira TCVN I S 0 9001 va TCVN I S 0 9004

Tieu chuhn nay dvqc xay dvng db duy tri sv nhht quan vvi TCVN I S 0 9001, cSng nhu tvwng thich

vwi cAc tieu chuhn khac v& ht$ thhng qu5n ly. Nhivng tieu c h u h nay b8 sung cho nhau, nhwng cSng

co thd sw dung doc lap.

Phy lyc A dwa ra mot c8ng cy d& t6 chivc ty. danh gia cac dibrn manh va di&m ~ k u , t u do xac d/nh

muc do n h u h nhuygn clia minh va n h l n bikt cac cw hoi cai tikn va d6i mwi.

Phy lyc B dwa ra ban m6 ta cac nguyen tac quan Iy chht luqng la cw sw cho cac lieu chuin vk

q u i n Iy chht luqng do Ban k j thult ISOITC 176 bicn soan.

Phy lyc C neu ra s v tvwng wng theo tbng dibu giGa TCVN I S 0 9001 : 2008 va tieu chuin nay

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TCVN IS0 9004 : 201 1

I S 0 9004 O u a n l y q u a

( Nbn tang Cac nguyen tac qudn ly chdt luvng (TCVN IS0 9000) 1

Chu d$n

* Dong th6ng tin - CBc hogt d ~ n g gla tang g ~ a t r t

Hinh 1: Mo hinh m v rong v6 he thong qu6n Iy chat lwgtng the0 qua trinh

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*- - *.-- __ _ T I E U C H U A N Q U ~ C G I A TCVN 1SOLZia-6;201 I

4.

Quan ly to chivc de thanh c6ng b&n veng -

Phvwng phap ti&p can quan Iy chat l v v g

Managing for the sustained success of an organization -

A quality management approach

1 Pham vi ap dung

Tieu chu in nay dwa ra hulwng dsn nharn h6 trq t6 chu7c dat dvwc s q thanh c6ng ben vGng thong

qua phulwng phap tikp can quan Iy chat luvng. Tieu chuan nay co th6 ap dung cho mol to chulc.

kh6ng phan biet loai hinh. quy rn6 hay hoat dong.

Tieu chu in nay kh6rlg nharn sG dung cho chu~ng nhan, quy d ~ n h phap Iy hay hop dong.

2 Tai lieu vi$n dan

Tai lieu vien dsn dwwi day r i t c i n thiet cho viec ap dung tieu c h u i n nay. ~ 6 i vwi cac tai lieu ghi

narn c6ng bd thi ap dung ban dwqc neu. 06 i vdvi cac tai lieu kh6ng ghi nam c6ng b 8 thi ap dung

ban mb i n h i t , bao g6rn ca cac sGa doi.

TCVN I S 0 9000, He th6ng quan Iy chat Ivqng - Cw sw va t b vwng.

3 Thuat ngw va djnh nghia

Tieu chuan nay siu dung cac thuat ng@ va dinh nghia neu trong TCVN I S 0 9000 va cac thuat ngC?

dlvCri d i y .

3.1

thanh c6ng b i n vwng ccl ia t6 chiuc> (sustained success)

kbt q u i t u kha nang clja to chbc de dat dwwc va duy tri cac rnuc tieu clja rninh trong dai han

3.2

mdi trwirng cua to chwc (organization's environment)

su7 ket hqp cac yeu to ben trong va ben ngoai va cac d ~ e u kien co the tac dong t61 viec dat du'gc

n h h g rnuc tieu clja to chGc va hanh vi cua to chusc doi v6i cac ben quan tam.

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TCVN I S 0 9004 : 2011

4 Quan ly to ch i rc dB thanh c o n g b e n vwng

4.1 Khai qua1

DQ dat duoc thanh c6ng b8n vOng l5nh dao cao nhht chn chdp nhan phuwng phap ti&p can quan

ly ch i t iuong ti@ thbng quin I9 ch i t iuong crja t6 chiuc can dy.a tren cac nguyen tac m6 t i trong

Phu luc B Nhumg nguyen tac nay mo ta cac khai niem la n6n tang cho mot he thbng qu in Iy ch6t

luong h~eu v c De dat du,ac thanh cong b&n vGng, l i nh dao cao nhdt c8n ap dung nhDng nguyCn

t j c nay cho he thong quan ly chat luvng cua minh.

~6 chu,c can xay dung he thong quan ly chat lu'qng cira minh d& dam bdo

su. dung h~eu qua cac nguon lu'c

ra quyet dlnh du.a tren bang chlimg thur t&, va

huong vao su, thoa man cua khach hang cgng nhw nhu chu va mong dqi clia cac ben quan

tam hen quan khac.

CHU THlCH Trong tleu chuAn nay, thuat ngG .,lanh dqo cao nh2t' d& chi cap cd thim quybn ra quykt djnh

cao rih$l trong mot 16 ch",c va thuat ngb ..t6 chli.c" bao gbm tat ca mQ1 ngu'b~ trong mot t8 chu'c ~ i & u nay

nhat quan v 0 1 cAc d ~ n h nghia neu trong TCVN IS0 9000

4.2 Thanh c6ng bbn vwng

T B chlibc co thk dat durwc sul thanh cong b&n vfing nhb viec lu6n clap brig cac nhu chu, mong Uqi

clja khach hang va cac ben quan tam trong d a ~ han, mot cach can bang.

MOI truebng cua t6 chG8c thay d61 I ~ e n tyc va khong chac chan, de dat dwqc thanh c6ng bgn vGng,

I i n h dao cao nh6t clja t5 chu9c chn

co sv hoach dlnh vk tvwng la1 clia to chbc trong dai han,

lien tuc the0 dbi va thvbng xuyen phan tich m6i trwbng clia t6 chiuc,

nhan blkt tat ca cac ben quan tam lien quan, danh gia cac tac dong ti&m i n rieng biet c i a hg

toi viec thutc h ~ e n cua to chu8c. cung nhu! xac dinh cach thbc dap lilng nhu chu va mong dqi c i a

hg mot cach can bang,

khong ngb,ng 161 cuon cac ben quan tam va th6ng tin cho hg vk cac hoat dong va k& hoqch clja

16 chiuc.

- thi&t lap rnoi quan he cung co Iqi v6i nha cung iung, dbi tac va cac ben quan tam khac,

s u dung cac phwwng phap ti&p can da dang, gom ca thwwng Ivqng va hoa giai, de can bang

cac nhu cau va mong dqr lu6n canh tranh nhau clia cac ben quan tam,

nhan b ~ e t cac r l i ~ ro ket hop trong ngan han va dai han, cGng nhw trihn khai mot chi&n lwqc

t6ng the de g ~ a m nhe cac rui ro nay cho t6 chiuc,

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TCVN IS0 9004 : 201 1

- d v kikn cac nhu c i u v& ngu8n Iuc tulwng lai (ghm ca nang Iuc c i n thiet d8i vwi con ngvbi clja

t6 chiuc),

- thi& lap cac qua trinh thich hqp d6 dat dvqc chikn Iuwc c i a to chwc, dam bao rang cac qua

trinh nay co kha nang dap ung nhanh chong vwi hoan canh thay doi,

- danh gia d&u dan s u phu hwp vwi cac ke hoach va thlj tuc hien hanh, tikn hanh cac hanh dong

khac phuc, phong nguqa thich hqp,

- dam bao moi ngvbi trong to chivc co cw hoi hoc hoi vi lwi ich clja ban than cirng nhv d6 duy tri

swc manh clia t6 chivc, va

- thiet lap va duy tri cac qua trinh d6i mwi va cai tien lien tuc.

4.3 M8i trwwng cua td chwc

Mbi trwwng clja mot to chuc se chju sy thay d6i lien tuc, kh6ng phan biet quy m6 (Iwn hay nhb),

hoat dong, san ph im hay loai hinh (Iqi nhuan hay phi Iqi nhuan) clja to chivc do; vi vay ti5 chivc can

theo d6i lien tuc m6i trwbng clja minh. Viec theo ddi nay tin giup t6 chivc nhan bikt, danh gia va

quan Iy cac rlji ro lien quan dkn cac b6n quan tam, cac nhu chu va mong dqi thay d6i clja h ~ .

L2nh dqo cao nhAt chn ra quyet d/nh thay d6i va ddi mwi t6 chivc mot cach kip thbi nhhm duy tri va

cai tien viec thvc hien clja to chivc.

CHU TH~CH: Thdng tin them ve quan Iy rlii ro xem TCVN I S 0 31000

4.4 Cac bt5n quan t im, nhu cau va mong dqi

Cac ben quan tam la nhbng ca nhan va thuc thh khac lam gia tiing gia trj cho 16 chivc hoac la

nhbng ngvbi quan tam dkn, hay chju anh hwbng b6i, cac hoat dong clja 16 chwc. Viec dap ivng

nhu c i u va mong dqi clja cac ben quan tam gop ph in dat dvwc s u thanh cbng b&n vOng cho 16

chiuc.

Ngoai ra, nhu cAu va mong dqi c i a cac ben quan tam rieng Ie la khac nhau, co th& xung d6t I&

nhau, hay co th& thay d6i nhanh chong. Cach thuc th6 hien va dap wng nhu chu va mong dqi clia

cac ben quan tam co the 6 nhieu dang khac nhau, bao g8m cong tac, hqp tac, thwwng Ivqng, thau

phu hoac cham dut mot hoat dong.

CHU TH~CH: Mac du, p h i n ltvn cac tb chivc deu sb dung cac ban mb ta giong nhau v& cac ben quan tam cira

minh (vi dv khach hang, chO sb hiuulc6 d6ng, nha cung ivng va do1 tac, con ngubi trong 18 chivc), nhlvng

thanh phan clja cac ben quan tam co th& khac biet dang kd theo thbi gian va g ~ D a cac t8 chuc, cac nganh

cdng nghiep, cac quoc gia va nen van hoa.

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TCVN I S 0 9004 : 201 1

Bang 1 - Vi dy v& cac b i n quan tim, nhu c i u va mong dqi cua hp

. - -

Ben quan t im I - --

Khach hang ' ch5t lvqng, g ~ a c l . "I& t&c -. i - -

C h ~ i sw h ~ u l c b Bong Kha nang s l n h l b ~ z n d ~ n h

Mlnh bach --- -- - - - - - -

Con nguol trong 16 chuc M%I trvbng lam v12.c tot 1 1 Dam bao cong an vi2.c lam I I Sv th1j.a nhan va phdn thvbng

-- Nha c"ng ung va 461 tac ' Cung co l q ~ va lau dai

B i o ve m8i trvbng - - - -

xa ~ Q I

I Hanh vi dgo Uwc I

5 chien l v q c va chinh sach

5.1 Khai quat

E)& Bat dvqc thanh cong b&n vCvng, Ianh Uqo cao nh i t c i n thi&t Igp va duy tri mot sw menh, thm

nhin va cac gia tri cho t6 chli.c. NhGng di&u nay tin Uwqc mgi ngwwi trong t6 chGc va cac bCn

quan tam khac khi thich hqp, t h i u hi&u, c h i p nhan va ljng h2,.

CHU THIGH Trong t~Cu chuan nAy. "sir menh" IA mot ban m8 ta Iy lo tbn tar c5a 16 chhc, "tAm nhln" mb tA

tinh trang mong mubn cua t6 chuc, nghia la nh0.ng gi 16 chuc mong mubn vA mong mu6n dwqc cdc ben

quan tam nhin nhan nhlv thd nao

5.2 ~ h i e t Igp chien lwqc va chinh sach

L3nh dgo cao nh i t c i n lap ra chibn lwqc va cac chinh sach r6 rang nham dqt dwqc siv menh, thm

nhin va cac gia trj dvqc cac ben quan tam c h i p nhan va ljng htj. in theo d6i thlvwng xuyen mdi

trvwng cua t6 chli.c d& xac B!nh nhu cdu xem xet v& (khi thich hqp) sGa d6i c h i h Iwqc va chinh

sach D& thikt lap, c h i p nhan va duy tri chi&n lwqc va chinh sach co hieu Iqc, t6 chivc chn co cac

qua trinh nham.

- theo d6i lien tyc va phan tich thlvwng xuyen m8i trlvwng clja t6 chwc, gbm c5 nhu chu va mong

dqi c i a khach hang, tinh trqng cqnh tranh, cac cong nghe mwi, nhGng thay dbi v& chinh tr/, cac

d v bao v& kinh t& ho?c cac y&u t6 x2 hoi h ~ c ,

nn$n bi&t va xac djnh nhu c i u va mong dqi c i a cac ben quan tam khac.

- Uanh gia kha nang va nguon lwc clja qua trinh hien tai,

nhgn blkt nhu cau ve ngubn Iwc va c6ng nghe trong twwng lai,

- cap nhat chikn lwqc va chinh sach, va

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TCVN IS0 9004 : 2011

- nhan bikt d i u ra tin thikt de dap ulng nhu chu va mong dqi clja cac ben quan t im .

Chn thikt lap cac qua trinh nay mot cach kip thwi, cung vwi rnoi kk hoach va nguon lyc chn thibt

dwqc cung chp de h6 trw cac qua trinh.

Viec thikt lap chikn lwqc clja t6 chulc cOng can xern xet cac hoat dong nhw ph in tich cac yeu chu

clja khach hang hay yeu cau che d~nh, san pharn clja t6 chuc, cac di6m manh, di6m yku, cw hoi va

de doa. in co mot quy trinh xac d~nh de thikt lap va xem xet chikn Iwqc cOa t6 chwc.

CHU TH~CH: "Chi& Ivwc" nghia la mot ke hoach hay phvwrrg phhp duqc cAu trlic 16 gic d& dat dwqc c8c

muc t i h , dac biet la trong mot khoang th61 gian dai

5.3 ~ r i & n khai chien lwqc va chinh sach

5.3.1 Khai quat

€I6 thyc hien chikn Ivwc va cac chinh sach vi s y thanh cdng b&n vbng, t6 chivc chn thiht lap va duy

tri cac qua trinh va hoat dong de

- chuy6n chikn lwqc va chinh sach thanh cac muc tieu co th6 do lwwng dwqc 6 tat c i cac cdp co

lien quan trong to chulc, khi thich hwp,

- thikt lap thwi han cho tung muc tieu va an djnh trach nhiern, quydn han de dqt dwqc myc tieu,

- danh gia cac rlji ro chikn Iwqc va xac djnh cac bien phap ngan chan th6a dang,

- cung chp cac ngubn lwc yeu cau de trien khai cac hogt dong c h thikt, va

- didu hanh cac hoat dang cAn thikt d6 d?t dwqc nhkng myc ti& nay.

5.3.2 Cac qua trinh va thwc tien

€I6 dam b i o hi& Ivc va hieu qua cho cac qua trinh va thwc ti6n clja minh, tb chivc chn thyc hien

cac hoat dong dk

- dw doan mgi xurrg dot t i im an nay sinh tiv cac nhu chu va mong dqi khac nhau cOa cac b6n

quan tam,

- danh gia va hieu dvqc thyc trang viec thwc hien cOa 16 chuc va nguyen nhan gbc r6 clja cac

van d& trong qua khu nham tranh sv tai di&,

- cac b6n quan tam dwqc thdng tin va dat dvqc sw cam kkt clja h ~ , d6 h~ nh$n bikt dwqc v& tiQn

trinh t h ~ c hien kk hoach va co dwwc thdng tin cOng nhw y kikn phan hhi cOa h~ v& hogt dong

cai tien,

- xem xet, va cap nhat khi can, he thdng quan Iy va cac qua trinh clja he thbng,

-- the0 d6i, do Iwwng, phan tich, xem xet va bao cao,

- cung chp moi nguon lye can thiet, gom ca nguon lyc cho cai tikn, doi mwi va hgc hoi,

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TCVN I S 0 9004 : 2011

xay dung, cap nhat va hoan thanh cac myc t ~ e u gBrn ca v l tc xac d~nh khung thwi glan d6 dgt j Uuoc rnuc treu, va

dam bao cac kdt qua nhbt quan VWI chikn 1u.c~~

5.3.3 T r i h khai

f36 tr&n kha~ ch16n lu.qc va chinh sach clja minh. t6 churc chn nhan bi6t mbi quan he giiva cac qua

trinh Ban mo ta trinh ty va sy tu.vng tac gii3a cac qua trinh co th6 hd trq cho hogt dong xem xet

nhb

chi ra rnbl quan hi, giirfa cw chu tb chuc, cac he th6ng va qua trinh,

nhan b16t cac vbn d& tikm An trong s v tvvng tac giiva cac qua trinh,

duma ra phvvng thuec thibt lap thw ty ulu tien cho cai tikn va cac sang ki6n thay dbi khac, va

du3a ra khuon kh6 cho vii,c thikt lap, sap xkp va tribn khai cac myc tieu cho tht ca cac chp co

I~en quan clja tb chiuc.

5.4 Trao dbi thong tin v& chibn I v q c va chinh sach

V I ~ C trao d6i thong tin v& ch16n Ivqc va chinh sach mot cach hii,u lyc la di&u thibt y6u vwi s v thanh

cong b&n virtng clja t6 chwc

Vli,c trao d61 thong tln nay cAn co y nghia, klp thw~ va I ~ e n tyc V I ~ C trao dbl th8ng tln cirng can bao

gbm cw ch6 phan h61 thong tln, chu trinh xem xet va chn k6t hqp chat che cac di&u khoan d& chli

dong g ~ a ~ quy6t n h h g thay d61 trong m81 trwwng c i a 16 chivc

Qua trinh truybn dgt nay clia tb chivc can ti6n hanh the0 ca chi&u dgc va chlbu ngang va chn thich

hqp vbi nhirmg nhu c8u khac nhau c i a ngww~ t16p nhan Vi dy nhv, cung mot thong tin co th6 dwqc [ truykn dat cho nhivng ngwwl trong td chivc khac VWI cho khach hang ho$c nhivng ben quan tam

khac

6 Quan ly nguon lyc

6.1 Khai quat

TO chuc can nhan blbt cac ngu6n lvc ben trong va ben ngoa~ chn th16t de dat dwgfc cac myc tieu

clja minh trong ngan hgn va d a ~ hgn Cac chinh sach va phwwng phap de quan Iy ngu6n lyc cAn

nh$t quan VWI ch16n lwqc clja td chiuc.

Elk dam bao SG dung nguBn Iyc (nhw thi6t b/, cw s b vat chi t , nguyen v$t lieu, nang Ivqng, ki6n

t h u ~ t a ~ chinh va con ngwwi) mot cach hieu lvc va hi& qua, tb chwc can co cac qua trinh de cung

cap. phan bo, the0 d61, danh gia, t6i wu hoa, duy tri va bao vi, nhivng nguon lqc do.

~e dam bao san co cac ngu6n lvc cho hogt dong trong twang la,. to chivc can nhdn blet nhirng r i ~ %

ro ve srv khan h16m tl&m 5n, va the0 d61 I ~ e n tyc v16c sG dyng nguBn lrvc hlgn tgi d6 phat hien ra

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nhbng ccr hoi cai tien viec siu dung nguon Iwc. Cung vwi do chn tikn hanh nghien cwu cac nguon

Iyc mwi, cac qua trinh va c6ng nghe mwi tbi wu.

T6 chivc chn djnh ky xem xet sv ssn co va phu hqp clja cac nguon lwc dwwc nhan biet, gom ca

nguon lwc ben ngoai, va thyc hien hanh dong khi chn. COng chn siu dung ket qua clja nhbng xem

xet nay lam dau vao cho cac xem xet ve chidn Iwwc, myc tieu va k6 hoach clja t6 chivc.

6.2 N g u h lwc tai chinh

Lanh dao cao nhht can xac djnh cac nhu cau v& tai chinh clja to chGc c6ng nhw thidt lap nguBn tai

chinh chn thiet cho cac hoat dong hien tai va twang lai. ~ g u o n tai chinh co thb w nhieu dang khac

nhau nhw tien mat, chivng khoan, cac khoan vay hogc cac c6ng cu tai chinh khac.

T6 chivc cAn thiet lap va duy tri cac qua trinh db theo d6i, kikm soat va lap bao cao viec phan bo

hieu lvc va siu dung hieu qua cac ngudn tai chinh lien quan den myc tieu clja t6 chivc.

Bao cao v& cac vhn de tren cOng co th6 dwa ra phucrng thivc xac djnh cac hoat dong kh6ng hi&

Ivc hoac hieu qua va de xuht hanh dong cai tien phu hqp. ~ h n siu dung bao cao tai chinh ve cac

hoat dong lien quan den viec thyc hien he thbng quan Iy va s y phu hwp clja san him trong xem

xet clja I%nh dao.

Viec cai tien hieu lyc va hieu qua clja he thbng quan Iy co thb anh hwwng mot cach tich cyc, the0

nhi&u cach khac nhau den ket qua tai chinh clja tb chivc. Vi dy:

- trong noi bo, nhw giam bwt sai 16i clja qua trinh va san phim, cGng nhw loai b6 ISng phi v&

nguyen vat lieu hoqc thwi gian, va

- d6i vwi ben ngoai, nhw giam sai I6i clja san ph6m, chi phi boi thwwng khi bao hanh, trach

nhiem phap Iy vwi san ph im va cac th6ng tin phap Iy khac, cOng nhw chi phi do mht khach

hang va thi trwwng.

CHU THICH: TCVN I S 0 10014 neu cac vi du v& cach thivc t6 chivc cd th4 nhgn b~et vA dgt dwqc nhOng IQI

ich ve t A l chinh va klnh te tu viec ap dung cac nguyen t3c qudn Iy ch%t lwqng the0 TCVN I S 0 9000.

6.3 Ngu& nhan lwc

6.3.1 Quan Iy con ngwwi

Con ngwwi la ngubn lwc quan trgng clja to chwc, s v tham gia day dlj giup nang cao kh5 nang tao

gia trj clja hg cho cac ben quan tam. LBnh dqo cao nhat, th6ng qua kha nang I%nh dao clja minh,

can tao lap va duy tri tam nhin churlg, cac gia trj chung va mot m6i trvwng noi bS, trong do mgi

ngwwi co the tham gia mot cach day dlj d6 dat dwqc nhbng muc tieu clja to chwc.

Vi con ngwwi chinh la nguBn Iuc co gia trj va thiet yeu nhat nen can dam bao rang m6i trwwng lam

viec clja ho sl! thuc day sy phat trien. hoc hoi ca nhan, chuykn giao kien thivc va lam viec theo

nhom. ~ h n thyc hien viec quan Iy con ngwwi bang mot phwwng phap tiep can dvqc hoqch djnh, r6

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rBrlg, dung quy t i c v a co tinh trach nhlem xi3 h o ~ ~b chGc chn dam bao rhng moi ngw6i dku hi&

su bong gop va val tro quan trong cua ho

~b c h u ~ cdn thkt lap cac qua trinh glao quy&n cho rngi ngwtv~ di!

chuy6n cac muc t~eu ch~en lu,oc va qua trinh c6a t6 chbc thanh nhbng muc tieu cbng viec ca

nhan va de thlet iap cac ice hoach dat du.9.c muc ti6u cho hg,

nhan bret cac rang buoc v61 v~ec thuc hlen clia h ~ ,

nhan quykn sb h13u va trach nhlem giar quy&t cac vdn d&.

danh g ~ a vlec t h u ~ h ~ e n cua ca nhan the0 cac myc tieu cong viec rieng b1i.t.

tich cumc tim k ~ e m cac co. hoi nang cao nang Ivc va kinh nghiem clia h ~ .

khuy&n khich nhom cbng tac va thuc day s v tu'wng h6 giGa mQt ngvbi, va

ch~a se thong tin, kien thuc, k ~ n h nghiem trong pham vi t6 chivc.

6.3.2 Nang l y c cua con ngvb i

t3k dam bao co du nang lu'c chn thibt. to chupc chn thikt lap va duy tri mot "k& hogch phat trii!n con

ngu.61" va cac qua trinh I~en quan, nhbng k& hoqch va qua trinh nay chn h6 trq 16 chivc nhan bi&t,

phat trl&n va nang cao nang lyc con ngu'0.l cua t6 chivc thbng qua cac bu'wc sau

nh?n blkt nsng lyc chuyen mon va nang IIJC ca nhan ma t6 chbc chn trong ngan han va dai

h?n, phu hqp vwi sli9 menh, thm nhin, chien Ivqc, chinh sach va myc tieu clla 16 chwc,

nh?n bi&t nang lyvc hien tai san co cua 16 chivc va khoang cach giba nang lyc s3n co nay vwi

nang luc ma t6 ch+c dang chn va nang lvc td chivc co th& chn trong tvwng lai,

thuc hien cac hanh dong dk nang cao valhoac dat dvqc ni3ng Iylc nham thu hep cac kho6ng

cach,

xem xet va danh gia hieu luBc cua nhcng hanh dong dwqc thvc hien nh im dam bao dat dvqc ! nhong nang luac can thiht, va

duy tri nang Ivc di3 dat duqqc

C H ~ J THICH Hu,ong dan c h ~ t~et v e nang 1u.c v a dao tao, xem TCVN IS0 10015

6.3.3 SQ tham gia va dong lylc cua mgi ngwwi

~8 chbc chn thuc day moi ngu'wi hieu y nghia va tam quan trgng clia nhbng nhiem vu va hogt dong

cira hg trong viec tao ra va mang lai g ~ a tr! cho khach hang va cac ben quan tam.

f3e thuc day s y tham gia va tgo dong lu9c cho rngi ngwwi, t6 chivc chn xern xet cac hoat dong nhw

xay dung qua trinh chia se kien thGc va sG dung nang lylc clia mgi ngvwi, vi du chwwng trinh

thu thgp cac y tu'wng cai tien. I I

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dva ra sw thwa nhgn va he thong giai thvwng thich hqp, tren cw sw nhkng danh gia rieng I6

viec hoan thanh cBng viec clja moi ngvwi,

- thibt lap mot he th6ng th im djnh ky nang va hoach djnh nghe nghiep de khuy&n khich phat

trien ca nhan,

- xem xet lien tuc m6c do thoa msn, cac nhu cau va mong dqi cira moi ngu'wi, va

- dwa ra cac cw hoi de hwwng dan va h u h luyen

CHU TH~CH: Thong tin chi tiet v$ "sw tham gia c ~ l a moi ngw&i", xem nguyen thc quan Iy chat l w ~ n g lien quan

trong Phu luc B.

6.4 Nha cung wng va d6i tac

6.4.1 Khai quat

D6i tac co th6 la nha cung ung san pham, d~ch vu, cac hoc vien c6ng nghe va tai chinh, cac to

chuc chinh phlj, phi chinh p h i va cac ben quan tam khac. f36i tac co the dong gop bang loai ngubn

lwc bat ky, theo th6a thuan va dwwc xac djnh trong th6a thuan hwp tac.

TB chwc va cac d6i tac cua minh la phu thuoc Ian nhau va m6i quan he cung co Iqi s6 thuc d i y

nang lwc tao gia trj clja ho. T6 chuc can xern quan he d6i tac nhw mot loai quan hi$ vwi nha cung

wng, trong do nha cung wng co th& dau tw va chia se Iqi nhuan hoac thua I6 trong I'inh vvc hoat

dong clia 16 chwc.

Khi xay dwng cac quan he d8i tac, 16 chivc c$n dwa ra xem xet cac vhn d& nhw

- viec cung chp thong tin cho d6i tac, khi thich hqp, d6 t6i da hoa sw dong gop clja h ~ ,

- h6 trq cac d6i tac trong viec cung cap cho hg nhivng ngubn Ivc (nhw thong tin, kibn thwc,

chuyen m6n, cbng nghe, qua trinh va chia se dao tao),

- chia se Iqi lugn va thua 16 vCvi d6i tac, va

cai tien viec thulc hien clia d6i tac.

CHU THICH: Thdng tin chi tiet ve "quan he cung co IQ~" , xem nguyen tac quan iy chat l l v ~ n g lien quan trong

Phu luc B.

6.4.2 Lya chgn, danh gia va n i n g cao kha nang cua nha cung wng va d6i tac

Ti3 chwc chn thiet lap va duy tri cac qua trinh nhan biet, lwa chon va danh gia nha cung wng va cac

d6i tac clja rninh, nham lien tuc nang cao nhang kha nang clja hg va dam bao rang s5n ph im hay

cac nguon lwc khac do h~ cung ung dap ung nhu cau va mong dqi clja td chwc.

Khi lva chon, danh gia nha cung urng va doi tac, to chwc can xem xet cac van de nhw

- sw dong gop clja ho vao hoat dong cua to chu,c va k h i nang tao g ~ a tri cho td chivc va cac ben

quan tam clja to chwc,

phuong.lc
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phuong.lc
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tlkm nang nang cao lien tyc cac kha nang clja hg,

nang cao cac kha nang co the dgt duqc clia t6 chPc thdng qua viec hqp tac vwi nha cung Png

va B ~ I lac, va

cac rui ro trong quan he vwi nha cung ivng va ddi tac

Cung VWI nha cung Ong va dbi tac clia minh. t6 chivc can tim ki&m viec c i i ti&n lien tyc chdt lwqng.

gla ca va glao nhan san phim clia nha cung ivng va ddi tac, hi& lvc he th6ng quan Iy clia hg tren

co. sw Banh g ~ a d!nh ky va thong tin phan hdi vd viec thyc hien clia hg.

TO chGc cAn I~en tyc xem xbt va dhy mgnh quan he vwi nha cung ivng va d6i tac ma van tinh dQn

su. can bjng giGa chc myc tieu ngdn hgn va dai hgn.

T6 chuc cAn hogch dinh, cung cdp va quan Iy mot cach hieu lvc va hieu qua cw sw hq thng c6a

minh Tb chutc chn d~nh ky danh gia s v phu hqp clia cw sw ha thng d& clap vng cac muc tieu. Chn

Bua ra nhbng xem xet thich hqp vd

tinh tin cay cua cw sir hg tbng (gdm xem xet v& tinh ssn co, do tin cay, kha nang duy tri va ha

trq bao tri).

an toan, an ninh,

cac y9u tb cua cw sb hg tang lien quan U&n san phAm va qua trinh,

hieu sudt, chi phi, kha nang va m6i trwwng lam viec, va

tac dong clja cw sw hg tbng twi m6i trwwng lam viec.

T6 chOc cAn nhan bi&t vB danh gia cac rlji ro lien quan U&n cw sw hg tAng va thvc hien cac hanh

dong lam giam nhe cac rlii ro, gdm ca viec lap ra cac k6 hogch phong ngiva b i t trac thda Bang.

CHU TH~CH ThBng tin them v& tdc dong cira mBi trvbng, xem TCVN I S 0 14001 va cdc ti& chuin khdc do

Ban Ky thuat TCVNITC 207 biCn soan.

6.6 M8i trwwng lam vigc

~b chivc chn cung cap va quan Iy mot mBi trwwng lam viec phu hqp U& Ugt dwqc va duy tri s v

thanh cong b&n vbng cOng nhw kha nang cgnh tranh clia cac san ph$m clja minh. Mot m8i trwwng

Iam ~ i e c phu hqp Ia s v kdt hqp cac y4u t8 con nguwi va vat chit, cAn bao g8m c6c xern xkt \I$

- phuung phap lam viec sang tqo va cac cw hoi tham gia nhibu hwn d6 hien thvc hoa tibm nang

con ngwwi trong t6 c h ~ c ,

- cac quy tac va hwwng dsn vb an toan va viec siv dung trarlg thikt bi bao ho,

khoa hgc egonomy,

- cac Y&U t6 tam ly h ~ c , gBm ca ap lvc c6ng viec vB s v cang thing,

- vj tri clja nwi lam vigc,

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cw sw vat ch i t cho moi ngwwi trong to chulc,

- t6i da hoa hieu qua va toi thieu hoa I5ng phi

- hwi nong, do am, anh sang, luong kh6ng khi, va

- ve sinh, sw sach s6, tikng on, chan dong va 6 n h i h

M8i trwwng lam viec can thuc day nang sui t , kha nang sang tao va sw khoe khoan cho nhivng

ngwwi lam viec hay nhOng ngwwi twi tham cw sw c i a t6 chwc (vi dy khach hang, nha cung wng va

d6i tac). Bong thwi, t6 chuc ciing can dam bao rang m6i trwwng lam viec clja rninh phu hqp vwi cac

yeu cAu luat djnh va chk djnh thich hwp c ing nhw dap wng cac tieu c h u h thich hqp (nhw nhivng

tieu chuan v& quan Iy m6i trwwng, swc kh6e va an toan ngh i nghiep).

6.7 Kien thwc, th6ng tin va c6ng nghe

6.7.1 Khai quat

~6 chwc can thikt I$p va duy tri cac qua trinh d6 quan Iy kikn thwc, thbng tin va cbng nghe nhw

nhbng n g u h Iwc thikt yku. Cac qua trinh nay can d6 cap twi cach thwc nh$n bikt, dat duqc, duy tri,

bao ve, sw dung va danh gia nhu c i u vwi nguon Iwc nay. ~6 chwc can chia se nhivng ki&n thuc,

th6ng tin va c6ng nghe nay vwi cac ben quan tam, khi thich hqp.

6.7.2 Kien thwc

Lanh dqo cao nhAt can danh gia cach thwc nh$n bikt va bao v+ ndn t i ng kikn thwc hien tgi clja t6

chwc. L5nh dao cao nhht ciing can xern xet cach thwc dgt dwqc kikn thwc yeu c&u d& dap wng nhu

c i u hien tai va twwng lai clja t6 chwc tw cac ngubn noi bcj va ben ngoai, nhw nhivng vien nghien

cwu khoa hgc va ngh& nghiep. Co rat nhieu van d& ph i i xern xet khi xac djnh cach thwc nhan bikt.

duy tri va b i o ve kikn thwc nhw

- hgc hoi tw cac that bai, cac trwwng hqp thoat nan va cac thanh c6ng,

- nam bat ki&n thwc va kinh nghiem cda rngi nguwi trong t6 chwc,

- thu thap kikn thwc tw khach hang, nha cung wng va dbi tac,

- nam bat kikn thwc kh6ng dwwc ghi nhan bang van b i n (con an kin va da re) tdn tqi trong t6

chiuc,

- dam bao viec trao d6i co hieu lwc noi dung thbng tin quan trgng (dac biet la tai m6i di6m chung

trong chu6i cung wng va san xuat), va

quan Iy div lieu va hb so.

6.7.3 Th6ng tin

To chwc can thiet lap va duy tri cac qua trinh thu thap diu lieu tin cay, hivu ich va chuyen doi nhivng

diu lieu nay thanh cac thbng tin can thiet cho viec ra quyet djnh.

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TCVN I S 0 9004 : 2011

hi& cac xu hwbng x2 hoi, k~nh t6, sinh thai h ~ c va cac khia canh van hoa d/a phvwng lien

quan d6n hoat dong cua t6 chivc,

- xac djnh nhu chu v6i cac ngu6n Ivc tv nhien cOng nhw viec bao ve nguBn lwc nay trong dai

han, va

- danh gia nang Iwc hien tai c i a t6 chivc va qua trinh (xem Phu luc A).

CHU THICH: Thong t ~ n them ve "hvwng vao khach hang" xem nguyen tAc quan Iy chat lu,wng c6 lien quan

trong Phu luc B.

8.3 Do lwwng

8.3.1 Khai quat

LBnh dao cao nh i t can danh gia ti6n trinh dat dwqc k6t qua dwwc hoqch djnh the0 siv menh, thm

nhin, chi6n Ivqc va muc tieu, w tat ca cac cap, m ~ i qua trinh va chivc nang lien quan clja t6 chivc.

CAn sli. dung qua trinh do Ivwng va ph2n tich d& the0 d6i ti6n trinh nay, thu thap va cung cap th6ng

tin can thi6t d& danh gia viec thwc hien va ra quy6t djnh co hieu Iyc. Viec Iya c h ~ n cac chi s6 thyc

hien chinh va phvwng phap the0 d6i thich hqp la thi6t y6u v6i s u thanh c6ng eta qua trinh do

Ivbng va phan tich.

Phwwng phap dung d6 thu thap th6ng tin v& cac chi s6 thwc hien chinh chn kha thi va thich hqp vwi

t6 chivc. Cac vi du dien hinh gBm

- cac danh gia va kiem soat r t i ro,

- phorlg van, phi6u hoi va khao sat v& s y thoa m2n c t a khach hang va cac ben quan tam khac,

- d6i sanh chuan.

xem xet viec thwc hien, cua ca nha cung ivng va d6i tac, va

- the0 d6i va lap h6 sw v& cac bi6n dong c t a qua trinh va nhbng d?c trvng clja san p h h .

8.3.2 Cac chi s6 thwc hien chinh

Cac yeu t6 troug pham vi kiem soat c i a t6 chuc va thi6t y6u d6i vwi sw thanh c6ng b i n vO1ng clia t6

chuc cAn dvwc do lulwng viec thyc hien va dwqc nhan bi6t nhv cac chi s6 thyc hien chinh (KPI).

Cac KPI can djnh lwqng dwwc va giup t6 chivc lap ra cac muc tieu do lwwng dwqc, nhan biet, the0

d6i va dw bao cac xu hvwng cOng nhv ti6n hanh cac hanh d ~ n g khac phyc, phong ngiua, cai ti&n

khi can. LBnh dao cao nhat can Iya c h ~ n cac KPI lam cw sw cho viec ra cac quy6t djnh chien Ivqc

va chi& thuat. Cac KPI can dwqc lhn lvqt dwa vao mot cach thich hqp thanh cac chi s6 thwc hien

w cac b~ phan chGc nang va cac cap lien quan trong t6 chivc nham thuc day viec dirt dwqc myc

tieu cap cao nhat

Cac KPI can phu hap vwi ban chat va quy m6 cGng nhv cac san pham, qua trinh va hoat dong cca

t6 chivc. Cac KPI can nhat quan vwi muc tieu c ta ti3 chwc, cac muc tieu nay lai can nhat quan vwi

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TCVN I S 0 9004 : 201 1

ch~en lu-oc va chinh sach cua to chu,c (xem 5 2) ~ h n xem xet thong t ~ n cu th6 ve cac rul ro va co

h o ~ k h ~ lva chon cac KPI

Khl 1u.a chon. 16 chUrc can dam bao rang cac KPI dua ra n h h g thong tin co the do lv6ng duac,

chinh xac va t ~ n cay, co thb dung db thuc h~en cac hanh dong khac phuc khi viec thuc hien khdng

phu hap v61 muc t~eu hay dk c a ~ ti&n h i tu lu8c va h ~ e u qua cac qua trinh Thong tin nay can tinh den

nhu chu va mong do1 cua khach hang va cac ben quan tam khac.

tam quan trong cua cac san phhm r~eng le dB1 vwi tb chwc ca w hien tai va tuwng lal,

hreu lyc va hleu qua cua cac qua trinh.

vltc sb dung hieu lvc va hl tu qua cac ngubn lvc,

kha nang s ~ n h IWI va viec thytc hien tai chinh, va

cac yeu cau lu$t dinh va ch& d/nh, k h ~ thich hqp.

8.3.3 Danh gia nbi b@

Danh g ~ a n61 b6 la met cong cu h i tu lux d& xac dinh mwc dcj phu hwp cua he thbng quan Iy cua tb chu'c vwi cac tieu chi d?t ra, c6ng nhup dva ra cac thong tin co gia trj cho viec thau hibu, phan tich

va c a ~ ti&n lien tyc viec thvc hien cua tb chwc. Cac danh gia can dwqc tien hanh bwi nhkng ngwwi

khong tham gla vao hogt dong dwqc danh gia, nham dwa ra cai nhin doc lap ve c6ng viec dang

dwqc thyc hien.

Danh gia nOi bcj chn danh gia viec ap dung va hi& Ivc cua he thbng quan ly. Cac cuoc danh gia co

th6 bao gbm danh gia theo nhieu tieu chub v& he thbng quan Iy, nhw TCVN I S 0 9001 (quan Iy

chdt Iwqng) va TCVN I S 0 14001 (quan Iy m6i trwwng), cDng nhw d& c?p d&n cac yeu c i u cu thb

lien quan dbn khach hang, san phhm, qua trinh ho?c n h h g vhn de cy t h i .

D6 dgt dwvc hieu Ivc, danh gia ncji bS, c i n dwqc tibn hanh mot cach nhht quan, bwi nhkng ngwwi

co nang Ivc va theo mot kb hogch danh gia

Danh gia noi bcj la mot cong cu hi& l vc giup nhan b~bt cac van de, rui ro va sly khong phu hwp,

cGng nhw giup theo ddi tibn trinh k&t thuc nhbng s v khong phu hqp dwqc nh$n biet trwwc do ( c i n

dwqc giai quy&t thong qua viec phan tich nguyen nhan goc r6, xay dwng va ap dung cac k& hoach

hanh dong khac phuc, phong ngCra). Viec ki6m tra xac nhan hi& lvc cua cac hanh dong dwqc tidn

hanh co thk dwqc xac djnh th8ng qua mot danh gia vh kha nang d2 dwqc cai tien cua to chivc trong

viec dgt dwqc cac muc tieu. Danh gia ncji bZ, cirng co th& nham nh?n bibt viec t h ~ c hanh tot (co the

dwqc xem xet siu dung trong nhGng khu vvc khac c i a 18 chivc), cOng nhw cac cw hoi cai ti&n.

D i u ra cua danh gia noi b$ cung cap nguon thong tin h5u ich de

- hwwr(g vao cac van d& va sw khong phu hqp,

- dbi sanh chuan,

khuybn khich t h ~ c hanh tot trong phgm vi 16 chwc, va

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tang cvwng s v thong hieu ve s v tuJwng tac giGa cac qua trinh.

Kkt qua danh gia noi bo thwwng dulqc th& hien dwwi dang bao cao gbm cac th6ng tin v& sw phu

hqp vwi tieu chi dat ra, SIJ khong phu hop va cw hoi cai tien. Bao cao danh gia cOng la mot dau vao

quan trong cho xern xet cira I i nh dao. L i n h dao cao nh6t can thikt lap mot qua trinh xern xet 161 ca

c i c bao cao danh gia noi bo d& nhan biet cac xu huvwng doi h6i cac hanh dong khac phuc hay

phong ngwa rong r i ~ trong 16 chuc.

~6 chivc cGng cAn dung ket qua clja cac danh gia khac nhw danh gia clja ben thw hai va ben thw ba

lam thong tin phan hhi cho cac hanh dong khac phuc, phong ngwa.

CHU THICH Hubng dan chi tie1 v& danh g ~ a xern TCVN I S 0 1901 1.

8.3.4 Tw danh gia

Tw danh gia la viec xern xet mot cach toan dien va hZ, th6ng cac hoat dong cOng nhw viec thwc hien

lien quan d i n muc do nhuan nhuygn cira 16 chwc (xem Phy lyc A).

Chn sw dung viec tw danh gia d& xac djnh cac di&m manh, di&m Y&U lien quan den viec thwc hien

cOng nhw viec thuvc hanh 161 nh6t cua to chuc, 6 ca muc dcj t6ng th& va mivc do cac qua trinh rieng

Ie. Tus danh gia co the giup to chulc thiet lap th6 tw wu tien, hoach d/nh va thwc hien cac hoat dong

cai ti&n valhoac d6i mwi khi can.

K&t qua t u danh gia h6 trw cho

-- cai tikn lien tuc viec thwc hien trong toan bcj t6 chwc,

- tien trinh hvwng twi dat dwqc va duy tri s~ thanh c6ng b i n vbng cho t6 chivc,

- d6i mwi cac qua trinh, san phAm va cw c i u cira 16 chivc khi thich hwp,

thba nhan cac thuBc hanh 161 nh6t, va

nhan biet them cac cw hoi c i i tikn

can trao d6i thong tin ve ket qua tw danh gia v61 nhbng ngvwi lien quan trong to chwc. in siv

dung ket qua nay de chia se hi& bib1 v& 16 chuc va djnh hutwng twwng lai clja 16 chiuc. Ket qua nay

can trw thanh dau vao cho xern xet clja I i nh dao.

CHU THICH 1 TCVN I S 0 10014 neu cong cu tw danh gia dinh hwbng cu th6 vao cac IQI ich tai chinh va kinh

te cca h$ thong quan Iy chat Iwvng clia t6 chiuc.

CHU THICH 2 Thong tin them v& hoat dong t y danh gia xern Phu luc A

8.3.5 ~ 6 i sanh chuan

Dot sanh chuan la met phwwng phap do lvwng va phan tich ma to chivc co the dung de tim kikm

viec thuc hanh tot nhat ben trong va ben ngoai to chwc, vwi muc dich cai tien viec t h ~ c hien cira

minh. Co the ap dung d6i sanh chudn cho cac chikn Ivqc, chinh sach, viec v?n hanh, cac qua

trinh, san pham va cw cau t6 chiuc.

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TCVN I S 0 9004 : 2011

a) Co mot s6 loa~ 461 sanh chuan nhu.

d61 sanh no1 b6 cac hoat dong trong phqm vi t6 chuc,

d6i sanh canh tranh vlec thy.c h~en hay cac qua trinh vwi d6i thlj canh tranh, va

d61 sdnh chung; so sanh cac chien luqpc, v~ec van hanh hogc cac qua trinh vwi nhiung t6

chuc khong lien quan.

b) 061 sanh chuhn thanh cong phv thuoc vao cac y6u t6 nhw

s v 3ng hb cua lanh dqo cao nhdt (vi d16u nay lien quan d6n viec trao dbi ki6n thwc Ian nhau

g~b-a t6 ch1i.c va dbi tac a61 sanh).

phwung phap luan dung d& ap dung dbi sanh chub

vwc tinh IQI ich so v6i c h ~ phi, va

h16u cac dac trwng c i a dbi t v ~ n g dang nghien cuu, dd cho phep so sanh chinh xac vwi hien

trang clja t6 chu9c

c) ~6 chwc cbn thibt Igp va duy tri phuvwng phap d6i sanh chuan trong do xac dinh cac quy tac vui

twng hang mvc nhw

xac d/nh pham vi c i a dbi tvqng dbi sanh chuin,

quy trinh Iva c h ~ n (cac) dbi tac lam chuhn dbi sanh, ccng nhw m ~ i chinh sach c%n thibt v&

trao d6i thong tin va bao m?t.

xac d~nh cac chi sb cho nhcng dac trvng so sanh va phwwng phap thu thgp diu lieu siv dyng,

thu th?p va phan tich diu lieu,

- nhgn bibt cac khoang cach trong viec thyc hien va chi ra cac khu vyc co tikm nang cai tibn,

- thi6t lap va the0 ddi cac k6 hoach cai ti&n tvwng wng, va

t?p h ~ p k~nh nghiem thu th?p dvqc vao cu sw ki6n thwc va qua trinh h ~ c hdi cira t6 chwc

(xem 6 7)

8.4 Phin tich

Lanh dao cao nhat chn phan tich cac thong tin thu thap dwqc tw viec the0 d6i moi trwwng clia t6

chwc. nh?n bidt cac rlii ro, cw hOi va thi6t lap cac k& hogch d& quan Iy nhiung rlji ro va cw hcji do. ~6 chwc chn the0 ddi va duy tri thong tin lien quan, phan tich cac tac dong tikm an twi chinh sach va

chi& Iwqc clja minh.

Phan tich thong tin thu thgp dwqc can hd trcy cho viec ra quyet dinh thu8c te vwi cac van de v& chi&

lwoc va chinh sach nhw

- nhfing thay d6i tiem an ve nhu chu va mong dqi cira cac bdn quan tam trong dai han,

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cac san pham va hoat dong hien h07u do hien dang mang lai nhi iu gia tr/ nh$t cho cac bgn

quan tam cua to chu7c,

nhivng san pham va qua trinh mwi can dap ulng cac nhu cau va mong dqi dang thay dbi clia

cac ben quan tam,

- yeu cau lien quan do1 vbi san pham cua to chulc trong dai han.

anh hw6ng clja cac cong nghe mwi xuat hien twi tb chiuc,

cac nang lulc mwi can co, va

nhbng thay d6i co the ky vong trong cac yeu cau luat djnh va ch6 djnh, hay thj trvwng lao dong

va cac ngu6n Iwc khac co the tac dong twi to chivc.

8.5 Xern xet th6ng tin t v the0 d6i, do Ivwng, phdn tich

L inh dao cao nhat can sir1 dung phvwng phap ti&p can he th6ng de xern xet cac th6ng tin s i n co

va de dam bao rang th6ng tin nay dwwc dung d& ra quy&t djnh (xem 4.2).

Db lieu co the dulwc thu thap tul nhieu nguon nhv

theo d6i moi trwwng cua to chuvc,

do Ivwng viec thwc hien cua to ch6c, gom ca cac chi so thwc hien chinh,

danh gia tinh toan ven va hi& Iwc cua cac qua trinh do Iwwng,

ket qua clja cac hoat dong danh gia noi b6, tul danh gia va d6i sanh chuan,

danh gia rlji ro, va

- th6ng t ~ n phan hbi cua khach hang va cac ben quan t5m khac.

Can sb dung viec xern xet de danh gia ket qua dat dwqc theo cac rnuc tieu thich hqp.

Can tien hanh viec xern xet theo d/nh ky va dwwc hoach dinh trwwc d6 co th& xac d/nh dwqc cac xu

hvwng ccng nhul danh gia duloc tien trinh dat duwc cac muc tieu cua tb chwc. Gang can sb dung

viec xern xet de nhan biet cac cw hoi cai tien, doi mbi va hgc hoi. Viec xern xet can d$ c?p d6n hoqt

dong danh gia. xern xet danh gia cac hoat dong cai tien dwqc thwc hien trwwc do, g6rn cac khia

canh ve kha nang thich ung, linh hoat va kha nang dap ivng lien quan d&n tam nhin va myc tigu

clja to chwc.

Xem xet d6. lieu mot cach hieu Iyc co the h6 trw dat dwqc cac k6t qua d5 hoach djnh.

Dau ra cua xern xet co the dung trong d6i sanh chuan noi bo gika cac hoat dong va qua trinh va chi

ra cac xu hu36ng theo thwi gian: cOng co the dung trong d6i sanh chuan vwi ben ngoai theo cac kbt

qua dat dvwc cua nhO1ng to chcitc khac trong cung hoac khac linh vwc.

Dau ra cua xern xet co the chi ra sw thoa dang cua cac nguon Iwc dwqc cung wng, ccng nhw cach

thivc sw dung nguon Iwc co hieu lwc de dat dwwc muc tieu cua tb chwc.

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TCVN I S 0 9004 : 2011

~ a u ra cira xem xet can Uuwc trinh bay theo mot dinh dang giup thuan Iqi hoa viec thvc hi2.n cac

hoat Bong c a ~ trbn qua trinh

9 Cai tien, d6i rnwi va hgc hoi

9.1 Khai quat

Tuy the0 m61 truwng ctia t6 ch"c ma hoat dong cai tien (san ph$m, qua trinh hien t a ~ clja t6 c h k . ) va d61 rnwi (phat tribn s i n phdm, qua trinh mwi . . ) co thb c%n thiht cho s y thanh c6ng b&n

virng

V~ec hoc h o ~ mang Igl co sw cho hoat dong cai tibn va dbi rnwi co hi& lwc va hi2.u qua.

Gal t~en d d ~ rnwi va hgc hoi co th& ap dung vwi

san phhm.

qua trinh va nhbng dibm chung clia cac qua trinh,

co cau t6 chivc.

he thbng quan Iy,

cac khia cgnh v& con ngvwi va van hoa,

cw sw ha tang, moi trwwng lam viec, c8ng nghe va

quan he vwi cac ben quan tam lien quan.

Co sir cho hogt dong cai tibn, ~ 6 i m w ~ va hgc hoi co hi& lwc va hi& qua la kha nang va s y cho

phep mgl ngu'wi trong t6 chuc thwc hien cac danh gia co hibu bi&t tren c o sw phan tich div lieu va

hqp nhat cac bai hgc.

9.2 Cai tien

Hoat dong cai tien co th& bao gbm tiv nhivng bwwc cai tibn nhd lien tuc tgi mot vi tri c8ng viec cho

twl hogt dong cai ti&n lwn trong toan b6 tb chuc.

T6 chux can xac djnh cac muc tteu dhi vwi hoat dong cai tien san phhm! qua trinh, cw c i u t5 chivc

va he thong quan ly clia minh thong qua ph5n tich d& lieu.

Qua trinh c a ~ ti& can tuan the0 mot phwwng phap tibp can dwqc kbt cau, nhw phwong phap "Lap

ke hoach - Thvc hien - ~ i b m tra - Cai tibn" (PDCA). can ap dung phwong phap nay nhat quan vwi

phuvng phap tibp can theo qua trinh cho tat ca cac qua trinh.

T6 chuc can dam bao rang cat ti6n li5n tuc dwqc thiet IBp thanh mot phan trong van hoa cba 16

chuc nhw

cung cap cac cw hbi cho mgi nguwi trong tb chivc tham gia vao hogt dong cai tibn thong qua

viec trao quy&n cho hg,

cung c6p cac ngubn lwc can thi&t,

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thiet lap sw thwa nhan va he thong giai thuvwng cho cai tien, va

- cai tien lien tuc hieu qua va hleu lvc cGa chinh qua trinh cai tien.

CHU THIGH Thong t ~ n them ve "cai t~en lien tuc". xem nguyen thc quan Iy chat lu-gng lien quan trong Phu

luc B

9.3 ~ b i rnwi

9.3.1 Khai quat

NhO~ng thay doi trong m6i trwwng cua to chuc co the doi hoi phai d6i rnwi nham dap iung cac nhu

cau va mong dwi cua cac ben quan tam. To chulc can

- nhan biet nhu cau d6i mwi,

- thiet lap va duy tri qua trinh d6i rnwi co hieu lulc va hieu qua, va

- cung c%p cac ngubn IWC lien quan.

9.3.2 ~p dung

Chn ap dung hoat dong d6i rnwi cho cac van de w m ~ i cap, thong qua nhbng thay doi ve

cong nghe hoac san pham (nghia la doi rnwi kh6ng chi dap wng nhu c i u va mong d ~ i dang

thay doi cua khach hang hoac cac ben quan tam khac, ma con dw bao trwwc nhbng thay d6i

tiem an trong m8i trvwng va vong dwi cua san pham clja t6 chiuc),

- cac qua trinh (nghia la d6i rnwi trong phvwng phap tao san pham, ho?c d6i mwi d6 nang cao

tinh 6n dinh clja qua trinh va giam sul bien dong),

t6 chkc (nghia la d8i rnwi trong the che va cw cau t6 chwc), va

- he thong quan Iy cua t6 chuc (nghia la dam bao duy tri I Q ~ th& canh tranh va van dung cac cw

hiji rnwi khi co nhbng thay d6i dang hinh thanh trong m6i trwwng clja t6 chiuc).

9.3.3 Thwi di6m

Thoi di&m dva ra d6i mbi lu6n can bang giCoa tinh cap thiet cua nhu cau v6i cac ngubn l ~ c s i n co

tao ra de trien khai. TO chuc can sw dung qua trinh lien ket vwi chien lwqc cira minh de hoach dinh

va thiet lap thu t~ ulu tien cac hoat dong doi m6i. TO chwc can h6 trq cho cac sang kien d6i m6i

bang nhbng nguon lwc can thiet.

9.3.4 Qua trinh

Viec thiet lap, duy tri va quan Iy cac qua trinh doi rnwi trong pham vi to chwc co th6 ch/u anh hwwng

tic a

tinh cap thiet cGa nhu cau doi m6i

muc tieu doi rnwi va tac dong cua no twi san pham, qua trinh va cw cau to chwc,

- cam ket cua t6 chwc v6 do; mdi,

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TCVN I S 0 9004 : 201 1

sv san sang cua moi ngu-WI vwi thach t h u ~ va thay d6i hien trang va

tinh s j n co hay su. hinh thanh cong nghe m6r

~6 chuc can danh gia cac rui ro lien quan dkn hogt dong cai tien dvoc hoach d ~ n h gbm ca viec

drra ra xem xet tac dong t~em An cua nhDeng thay dbi tbi 16 c h i c , cOng nhv can chuan bi hanh dong

phong ngua nhdm giam nhe cac riri ro d o bao gbm cac kk hoach ung pho vbi bdt ngw khi can.

9.4 Hgc hoi

Tb chuc chn khuydn khich cai tlen va d6i mwi thong qua viec hoc hoi.

f)& dgt dvqc thanh cong b&n viung. tb chuc chn chhp nhan "hoc hoi nhv la mot tb chwc" va "hoc hdi

giup tich hqp nang Ivc cua ca nhan va nang lyc c6a tb chuc".

a) "hgc hoi nhv la mot 16 chuc" gbm xem xet v&

thu thgp thong tin tb cac s v kien va cac ngubn khac nhau ben trong va ben ngoai, k6 ca tw

cac cau chuyen vd thanh cong va that bai, va

dgt tbi sy' thbu hi6u thong qua cac phan tich sau thong tin thu thap duvqc.

b) "hgc hdi giup tich hqp nang 1y.c c i a ca nhan va niing lvc cica t6 c h k " dat dvqc nhb k&t hqp

cAc m6 hinh kidn thwc, suy nghT va hanh vi cira con ngwwi vwi nhbng gia t r ~ ccja 16 chwc. ~ i k u

nay bao gbm xem xet v&

- gia tr/ cua 16 chwc, dy'a vao sw menh, t i m nhin va chikn lwqc cira 16 chGc,

h6 trq cac sang kikn vk hoc hdi va chung 16 kha nang I3nh dao qua hanh vi cica I3nh dgo

cao nhdt,

- khuydn khich thikt lap mgng lvb i , kdt n61, twwng tac va chia se kikn t h ~ c ca ben trong va

ben ngoai 16 chwc,

duy tri he thbng hgc hoi va chia se kikn t-huvc,

thwa nhan, hd trq va trao giai thvwng cho viec nang cao nang Iutc c i a mgi ngvwi th6ng

qua cac qua trinh hgc hoi va chia se kien thiuc, va

nhin nhan kha nang sang tgo, Ljng hS, tinh da dgng trong y twwng clja nhieu ngulbi khac

nhau trong tb chiuc.

Viec tlkp can va s6 dung nhanh chong nhDng kikn thirc nay co th6 nang cao kha n i n g ccja to chivc

trong viec quan Jy va duy tri thanh c6ng b&n v2ng cira minh.

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TCVN I S 0 9004 : 201 1

Phu luc A

(tham khao)

C6ng cu tp danh gia

A.1 Khai quat

T v danh gi6 18 viec xem xet mot cach toan dien va he thbng cac hoat dong va k&t qua clia t6 chwc.

d6i chi&u vwi mot tieu chuAn dvwc chon.

T y danh gia co the mang lai mot cai nhin tong the ve viec thyc hien clia t6 chivc va mwc do nhuan

nhuy6n clia he thong quan Iy. TLY danh gia c6ng giup nhan biet nhOng nwi can c6i ti&n valhoac d6i

mwi va xac djnh thiv ty ulu tien cho cac hanh dong tiep theo.

~6 chivc chn siu dung hoat dong tw danh gia de nhan bi&t cac cw hoi cai ti&n va d6i mCri, I$p ra thw

ty wu tien va thi&t lap cac k& hoach hanh dong cung vbi muc tieu thanh c6ng b&n vbng. €Ihu ra clia

t v danh gia sG chi ra cac di&m manh, di&m yku, mivc do nhuan nhuygn clia t6 chwc va s y phat trien

clja to chGc the0 thbi gian n&u dvgc lap lai nhieu lan. ~ e t qua tw danh gia clia mot t6 chivc co the

la mot dau vao gia tri cho hoat dong xem xet clia Ianh dao. T y danh gia c6ng co ti&m nang trw

thanh mot c6ng cu hoc hoi, mang lai thm nhin nang cao cho t6 chwc va thuc day sw tham gia clia

cac ben quan tam.

C6ng cu tv danh gia neu trong phu luc nay dya vao hwwng d i n chi ti&t trong tieu chub nay va

g8m cac bang tw danh gia tach biet d6i vwi cac yeu to va chi ti&t chinh. Co the dung cac bang t w

danh gia nhv dvwc neu, hoac bikn d6i cho phu hop vwi to chwc.

CHU THICH: Nguwc vwi tu. danh gia, hoat dong danh gia khac dulpc dung d6 xdc djnh mivc d~ th6a man cac

yeu chu clia he thong quan Iy c h i t Ivqng. Cac phat hien danh gia dwqc dung d6 danh gia hieu 1y.c clja he

thong quan Iy c h i t lwqng va nhan bi6t cw h6i cai tien.

A.2 M6 hinh nhuan nhuy&n

Mot to chwc thuan thuc thu'c hien mot cach hieu Iuvc va hieu qua va dat d v ~ c thanh c6ng ben vbng

nhb

- hi&u va thba man nhu cau va mong dwi clja cac ben quan tam,

- theo d6i nhOng thay doi trong m6i trwwng clia to chwc,

nhan biet cac khu vurc co kha nang cai tien va doi mwi,

xac djnh va trien khai cac chien lulwc va chinh sach,

- thiet lap va trien khai cac muc tieu lien quan

- quan Iy cac qua trinh va nguon 1y.c clia minh.

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TCVN I S 0 9004 : 2011 I ~ I

chumg 16 ni&m t,n vao coo ngu.01 clia to c h u ~ lanh dao to chutc nham nang cao dong co thuc

d i y su. cam k6t va su. tham gla, va

th~et lap quan he cung co lo1 v o ~ nha cung limg va d61 tac khac

Cbng c l ~ l u danh g12 nay s" dung nam n~Uc do nhuan nhuyen va co the duoc m b rang gom ca cac

mu,c do b6 sung hoac cac mUc 66 khac t i i y bien thea nhu c a u Hinh A 1 dua ra vi du chung v&

c i ch thuc hen quan clja treu chi thuSc h ~ e n VWI mO.c do nhuhn nhuy6n duqwi dang bang. ~6 ch6c cbn

xem xet v~ec thuc hlen cira minh the0 cac tieu chi quy d~nh, nhan bi6t mGc d6 nhuan nhuy6n hien

la, va xac d ~ n h cdc d ~ e m manh, d16m yeu cira minh Tieu chi neu ra v6i mu9c dS cao hon co the giup

to chuc h16u du.qc cac van de chn xem xet va g t ip xac d/nh cac hoat dong cai ti6n can thibt d6 dqt i 1

tw~ mu.c do nhuan nguyen cao hwn Bang A 1 ddn A.7 neu v i du v& cac bang hoan chinh tren cw sw 1 I

treu chuhn nay

Y&U tb chinh

Mwc dQ nhuhn nhuyen hvdmg t&i thanh cdng ben vvng - -

MGc 1 Muc 2 Mvc 3 Mwc 4 I Muc 5

Hinh A.1 - M6 hinh chung cho cac yeu td va tieu chi t v danh gia lien quan d i n mwc d@

nhuan nhuy6n

Yeu to 1

yeu to 2

yeu to 3

A.3 T y danh gia cac y e u to chinh

Vtec tu' danh g ~ a nay can do Ianh dao cao nhat thu3c hlen d!nh ky de co du70c cai nhin t6ng quan v&

hanh vr va v~ec thyc hien hien tgi clja to chlj.c (xem Bang A.1) .

Tieu chi 1 , i Tieu chi 1

Mu.c co ban : I

i T ~ U C hanh tot nhat

! . .. . .~.. . . . . . . . .. - -- . - ~

Tieu chi 2 i 1 I I Tieu chi 2 Muccoban 1 1 Thuc hanh t6t nhat j . . . . , - . - - - . - - - . - -..:

A.4 T v danh gia cac y e u to chi tiet

Tieuchi3 !

I $1 Mu,, cw ban i

1

Viec t y danh gia nay cho ngu#wi l5nh dao dieu hanh va ngwwi sw hGu qua trinh t h ~ c hien de co

duqc tBng quan sau hon vd hanh vi va viec thvc hien hien tai cua to chli3c.

Tieu chi 3

T h ~ c hanh tbt nhat

Cac yeu to cua hoat dong tv danh gia nay co trong cac Bang t b A 2 den A.7 va lien quan den cac

d ~ e u cua t ~ e u chuan nay; tuy nhien. to chuc co the xac d!nh cac tieu chi b6 sung hoac tieu chi khac

de d i p u8ng nhu cau cu the clia rieng minh Khi thich h o p viec t u danh gia co the chi giwi han trong

cac bang rieng blet bat ky .

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TCVN I S 0 9004 : 2011

A.5 Sw d u n g cac c 6 n g c u tv danh gia

TO chuc t16n hanh tu. danh g ~ a theo phuong phap tGng bupwc nham:

a) xac dinh pham vi tul danh gia theo cac be phan dwwc danh gia c i a to chbc va loai hinh danh

gia. nhu~:

t y danh gia cac yeu to chinh.

tw danh gia cac yeu to chi tiet theo ti6u chuan hay, hoac

tun danh gia cac yeu to chi tiet theo tieu chuan nay cung vwi cac ti6u chi hay mwc do mwi

hoac b6 sung.

b) nhan biet ngurb-i ch/u trach nhiem vwi hoat dong tw danh gia neu hoat dong nay dwqc tiQn

hanh.

c) xac djnh cach thuc tien hanh tw danh gia, co the theo nhom (nhom danh gia cheo theo chwc

nang hoac nhom thich hqp khac) hoac theo cac ca nh5n. Viec chi djnh mtjt ngwwi trq giup co

the h6 trw cho qua trinh.

d) nhan biet muc do nhuan nhuyen cho tivng qua trinh ri6ng Ie clja to chwc. ~ i e u nay can dwqc

t h ~ c hien nhw viec so sanh tinh trang hien tai cira t6 chwc vwi cac vi du neu trong cac bang va

nhw viec danh dhu cac yeu to ma to chwc sgn sang ap dung; bat d i u tiu rnwc 1 va tien twi rnwc

do nhuhn nhuy6n cao ho'n. Mwc do nhuhn nhuygn hien tqi la mwc dqt dwqc cao nhht va khdng

co khoang cach v& thiv bac nao vwi diem do.

e) hwp nhht cac ket qua vao mot bao cao. Viec nay cung c i p h6 sw ve tien trinh theo thwi gian va

co the dun gian hoa viec trao d6i thong tin c5 niji btj va ben ngoai. Siv dung d6 thi trong bao

cao nay co the h6 trq viec trao doi th6ng tin v& cac kdt qu5 (xem vi dy trong Hinh A.2).

f) danh gia viec thwc hien hien tai cac qua trinh cica to chwc va nhan biet cac khu vvc cai ti&

valhoac d6i mwi. Nhirlng cw htji nay cAn dwqc nhgn biet th6ng qua qua trinh va mot ke hoqch

hanh dong dwwc xay dung nhw ket qua danh gia.

Mot to chuc co the co nhbng yeu to khac nhau w cac rnwc dtj n h u h nhuygn khac nhau. Viec xem

xet cac khoang cach co the giup I inh dao cao nhht trong viec hoach djnh va thiet lap thw tw wu ti6n

cho cac hoat d6ng cai tien valhoac doi moi can thiet d& dwa cac yeu tb rieng Ie I6n rnwc cao hwn.

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TCVN I S 0 9004 : 201 1 4 QU&I I Y 16

chuc d& thanh r6ng ben vir ng

5 C h k n lwvc chinh sach

6. Qyan Iy nguon Ivc

7. Quan Iy qua t r inh

Chu thich

-C Dqt dcvqc

-C Myc dich

Hinh A.2 - Minh hga v i dy v& k i t qua t v danh gia

A.6 K B ~ qua ty danh gia va l$p k6 hoach cai t i in , dbi mwi

Viec hoan thanh mot cuoc tv danh gia cAn dcva den k6 hoach hanh d ~ n g B6i vbi viec'c5i ti&n

valhoac dbi mwi va can dung lam dhu vao cho I5nh dao cao n h i t hoqch djnh va xem xet, dyla

vao cac ydu 16 clja tieu chu6n nay

'rhang tin co dvqc t u hoat dong tv danh gia cirng co the dung de

khuyhn khich viec so sanh va c h ~ a se hoc hoi trong toan to chuc (viec so sanh co th& la

grGa cac qua trinh cua t6 chivc va k h ~ co the g~Ga cac don vi khac nhau clja t6 chivc),

- ~ 6 i sanh chu in vwi nhG1ng to chuc khac,

- the0 ddi sv phat trien cua to chuc the0 thwi gian, bang viec ti&n hanh t y Banh gia djnh ky,

v a

- nhan bikt va th~e t lap t h u t u v u tien cho cac khu VIJC cai tien

Trong toan be bcvwc nay, to chuc can chi dinh trach nhiem cho hanh d ~ n g duqc lyla chgn, dyl

ki&n va cung tip nhbng nguon lu3c can thiet va nhan biet cac I ~ I ich mong mu6n cfing nhw mgi

rl j i ro kern the0 nhan biet du'qc.

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Bang A . l - Tw danh gia cac yeu to chinh - T v v n g quan giwa yeu tb chinh va mwc do nhuan nhuyen

0 0

1 ~ w c d o n h u a n n h u ~ e n

chinh - -- ~p -- - M;h.. P - I

I Mwc 1 1 Mwc 2 Mwc 3 I Mwc 5 I I

Chu trong vao sw c3n bang nhu cau c l j acacbenquan tam mwi hinh thanh. ~ h i e t lap viec thyc hien 6 mivc tot nhat lam muc tieu hang dau.

+.- ~ ' Phvong phap chli

dong va d/nh hwbng hoc hoi, vCvi viec trao quyen cho moi

Trong tam clia 1 Chu trpng vao ssn Chd trong vao khdch Chd trong vao con I Chli trgng vao s u can bang giGa nhu cau cua cac ben quan tam dvwc nhgn bikt. Cai tien lien tuc la mot trong diem dvqc nhan manh clia to chivc.

- l - . -. . ...

quan Iy la gi? I pham, c6 ddng vd i hang va cac yeu cau ngvb i v5 mot sd ben

(Quan Iy) i I 1 vao viec ra quyet 1 ngwwi 6 tat ca cac I I 1

I I I / cap. 1 dinh. . - ~. . .--- .-. i... -- 1

1

C l c h thCc quY6t Quyet dlnh tren co 1 Ouyet djnh t r t n crr 1 Quy&t dinh tren c o 1 Quykt dlnh tren c o / Quyet djnh tren c o djnh dieu gi la s 6 nhGng dau vao ' sw nhu cau va mong i s 6 chien lugc va 1 sb viec trien khai 1 s(r nhu cau ve tinh quan trong? kh6ng chinh thbc tir dqi cria khhch hang. I dvoc lien ket vbi I chien I vgc thanh ! linh hoat, nhanh

I thl trubng v i nhbng 1 1 nhu chu vd mong / c5c nhu cau va qua nhay vB viec thuc (chien Iwqc & / nguon khac. 1 dwi cGa cac ben I trinh tribn khai. j hien on d ~ n h . chinh sach) I quan tam. 1

~ --- I + -...-.--p---...-- .. -. ~

I f3ieu can thiet de Quan ly nguon v c , Nguon y c duoc b u 6 n l yc duqc Ngu6n l vc d v o c i Viec quan l i va sG

i mot so khach hang, (Quan Iy) cung s y ivng pho

I Phvang phiip ti6p 1 Phvong phap tac 1 Phuwng phdp t i c 1 Phvwng ph5p chlj I Phvwng p h i p chli

dung nguon Iwc dvwc hoach djnh, trien khai mot cach hieu l y c va thoa m2n cac ben quan tam.

luat d/nh/che djnh, i quan tam bo sung.

.

cen theo s y l i n h 1 dong tr(r lgi vd d v a I dong tr6 lgi v5 dwa ! dong vh tham quyen dao la gi? vao nhong chi d6n vao quyet djnh clia / quyet djnh dvgc Ijy

tir tren xuong. ,. 1 cac cap l2nh d a o quyen.

quan Iy mot cach hieu Iyc va tinh den s y khan hiem cua cac ngubn l yc rieng le.

dat dwqc ket qua? the0 cach dac biet. quan Iy hieu Iwc. quan Iy mot cach

cung s y ivng pho nhat djnh dvgc cau truc dbi vwi cac van de va cw hQi

---

dac biet vbi cac thay doi, van de va cw hoi. ,

~ .p----...

dong vbi s y tham gia dBng dlj clja moi ngvwi trong to chivc

( ~ g u o n Iwc) I

Cac qua trinh dvwc xac djnh va ap dung de ivng pho vwi cac van de va c o hQi.

I

hieu Iyc.

-

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Bang A . l (trbp theo)

U, o 0 P . . h)

2 A

I ( lien quan.

.. . . . ~ .... ~ . -- . -.-. ~ w c d o n h u a n nhuy6n Y ~ U t o chinh : .~ . M v c 1 M v c 2 Mirc 3 MGc 4 Mirc 5

Cach t h v c t b ch"c : Phuong phdp 116~ Hoat dong ~ U O C 16 Hoat d6ng duoc Cb he thong qudn 19 co he thbng qu$n ly '

cac hoat dong? can phi he thong doi ch6c the0 chljc chlj.c the0 cach tiep chat luong h ~ e u qua chat luong h6 tro V O ~ vlec 10 chGc cac nang va thuc hien can theo qua trinh va hieu luc, c6 su. cho hoat dong do1

(Qua tr inh) hoat dong, chi thvc he thong quan Iy he thong quan ly tuong tac hop ly mol va do1 sanh 1 hien mot SO thu tuC , chat IuWng co ban. ; chat luong c6 hieu g\@a C ~ C qua trinh, , chu&-,, d& cap 161

hay hwbng dsn c6ng I

1 qua va hieu 1u.c va - hb t rq slp nhanh i nhu cbu va mong viec cw ban i

I

I !

giup tao ra sw linh i nhay va hoat dong 1 d q ~ cua cac ben hoat cat tien. Cac qua / quan tam dang hinh

I trinh de cap den nhu : thanh va d% d w ~ c

I i , cau c ~ j a cac ben i nhan biet I quan tam dwpc nhan

- ~ ~ ~-~ -.-~- ~ ~~

b ~ e t .

Cach thGc dat , Ket qua dat duoc Oat duqc mot so ket Bat duoc ket qua du. Co d u ~ c cac ket Oat duoc ket qua dvwc ket qua? ; mot cach ngau qua du. bao trubc. bao tru6c. nhat la qua nhat quan, tich cao ho.n mGc trung (Theo doi 8 ; nhien. Hanh dong khac v6i cac ben quan CIJC va dly bao trwivc binh cua nganh va d o Iv i rng) Hanh dong khac I phuc. phbng ngGa 1 tdm dwpc nhdn bidt I v6i xu hwwng 6n 1 duy tri dwac k&t qu5

phuc la dac biet. 1 dupc tidn hanh mot 1 Sir dung nhdt qudn 1 dlnh. I trong dai han. ) cach he th6ng. 1 viec the0 d8i, do Thwc hien v l t c c5i I AP dung hoat dong I . . . .. ' . .

I / Ivwng vB c8i t i en i tlen va do, m b ~ met ( c i i tien vA d5i mbi

i : cach he thong. ( trong toan bo to I

- . . ~. .. ~ : -- --- .~ - --- - - ~ ~~~ .- chGc

c $ c h thGc the0 ddi j C6 cdc chi s6 v& tdi ; Theo dbi s v th6a : Theo dbi s y thoa Gan ket cac chi so Tich hop cac chi so

ket qua? I chinh. thuwng mai j mSn cca khach : mSn cua moi ngvwi ' thyc hien chinh vwi : thwc hien chinh vao i v"2ng suat. i hang, cac qua trinh trong to ch6c cDng chien luwc cua to vlec the0 ~ Q I thbi .

(Theo ddi 8 i i trihn khai chinh va i n h v cdc ben quan chuc va s l j dung- glan thvc te cda t5t

d o I v b n g ) I : viec thvc hien clja I tam. cac chi so nay de , ca cacqua trinh va / nha cung t3ng. i the0 ddi. ( trao doi thong tin

mot cach hieu qua

I 1 / vlec thvc hien t6i I 1 cdc ben quan tam

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Bang A.1 (ket thuc)

~ v c d o n h u a n nhuyen ~ e u to chinh i 7--

-. - - ~ ~ ~ ..... .-

1 7 - M ; 4 Mwc 1 I Mwc 2 Mwc 3 Mwc 5

i I

!

Cach thkc quyet Lap thw tw v u tien I Lap thw tw v u tien Lap th l i t u v u tien Lap thw tw u u tien : L$p tho tw v u tien djnh thw t v wu t i i n tren ccr sCv cac sai 1 tren cw sw d o lieu trCn ccr str nhu chu tren ccr str cac xu i tren ccr s(r dhu vao cho hoat dQng cai tien?

(Cai tikn, doi mwi va hoc hoi)

I&, khieu nai hay cac tieu chi tai

' chinh.

ve sw th6a man clia khach hang, hay cac hanh dong khac phuc, phong ngwa.

va mong d ~ i clia hwlvng va dau vao tG cac ben quan tam mot sd ben quan tw cac ben quan t3m mwi hinh thanh. tam, cOng nhw clia I khac, cirng nhv i nha cung ivng va phan tich nhkng moi ngwiri trong to thay doi ve kinh te, chiuc. x3 hoi, m6i trwwng.

L . .. -~ - I

Viec hoc hoi dien i Viec hoc hoi dien ra Viec hoc h6i mot

CHU THiCH: Mwc do nhuan nhuyen hien tai clia c8c ydu tb rieng 16 clia t6 chwc Id rnwc cao nhht dat ULPUC rnd kh6ng c6 khoang cdch ndo trvec 66 trong c8c ti& chi.

ra nhw the nao?

(Cai tien, d6i m6 i va hoc hoi)

I . ~ + _ _ _. - _ !

~p dung mot quy Co van hoa hoc hoi j Cac qua trinh hoc trinh hoc hoi he I va chia s4 trong t6 j h6i clia 16 chivc mot cach ngau nhien cach he thdng tw

dvwc chia se vwi cac ben quan tam lien quan va t h ~ j c day tinh sang tao va doi mwi.

thong va chia se I chwc phuc vu hoat tai mot cap rieng le, trong to chwc.

nhong thanh cong va that bai clia to chwc.

dong c5i tien lien tuc.

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Bang A.2 - Tw danh gia cac yeu to ch i t iet c l ia ~ i e u 4 - Quan ly to chirc de thanh cong ben vbng

4.2 : Viec thwc h ~ e n thwc : Co sw xem xet djnh ! Cac ket qua the hien Hoat dong cal tien Hoat dong cai tien ~ h a n h c 6 n ~ b k n

i te cua to chivc dwqc j kjf viec thwc hien i hoat dong cai tien , viec thwc hien on viec thuc hien on

v b n g 1 so sdnh vdi ngdn ! theo kk hoach hoat viec thuc hien nhat ; dinh trong qua khiv, . dlnh trong qua khl i . i

sach trong xem xet I dong. I quan trong mot vai vCvi bang chivng ve vbi b$ng chivng ve dku dan hang nam. nam tru.bc. viec hoach dinh cho viec hoach dinh cho

\

I I tuong la1 gan (VI du tuwng la! xa (vi du

~ w c d o n h u a n n h u ~ e n ~ i e t ~ - . . . ... ~~ .

M ~ C 1 Mwc 2 Mwc 3 Mirc 4 Mirc 5

4.1 -

He thong quan Iy Co he thong quan Iy Co he thong quan ly He thong quan ly He thong quan ly dat (Quan Iy to chwc chat luong duoc chat lupng theo qua chat 1u:ong rong cua to ch1j.c d u ~ ~ c tw l v ~ e c t r~en k h a ~ de thanh cong ben i d!nh hwbng the0 trinh khap to chuc, du-a mCu rong de tich hop day dli ch~nh sach vwng) Khai quat chbc nang. dwa vao vao tam nguyen tac cac linh vwc khac. vi cua to chuc

cac thli tuc quan Iy chat luqng du quan Iy m o ~ truong. quan ly s i ~ c khoe va an toan.

ha1 nam tol) nam nam twl) -

z - V, 0 (0 0 0 P "

N

0, A

I 4.4 I Muc tieu quan trong ' TO chGc d v q c d/nh Nhu cau va mong Nhu cau va mong , Nhu cau va mong Cac ben quan tCm, 1 clja to chuc la tao ra ' hubng b6i nhu cau doi clja cac ben dpi cua cac ben dqi cua tat ca cac

nhu cau va mong loi nhuan hang narn ( va mong dgi cua 1 quan tam khac dvqc : quan tam la dau vao I ben quan tam dwgc

d pi 1 khach hang. : thoa man khi co the. ; quan trong cho cac I thoa man trong mot ! I quyet djnh clja Ianh . vai nam trvbc day j dao cao nhat (vi du 3 nam).

. ~. ~ . . - . . . . . ... .- - . --i_ ~

_ _ ____-_ - _~__i ~ .. . . . A - . . ~ - - -~ - - ~ -

CHU THIGH: M"c do nhuan nhuyen hien tat c ia cac yku 16 rikng Ie cira to chbc la mbc cao nhat dat dvcrc ma khong co khoang cach nao trvbc do trong cac tieu chi.

4.3 : TO chuc phan O.ng Co ke hoach lam D ~ n h ky tien hanh . Co ke hoach bng ! ~ a p ke hoach va M6i t r v a n g cua tb c h v c

vbi nhfing thay doi / giam nhe moi s y tai danh gia rlji ro de I pho vwi bat ng6 de danh gia rlji ro la tac dong t6 i minh. 1 disn cua cac v%n de ; xern xet cac tac I giam nhe moi rci ro / cac qua trinh lien

I trong qua k h ~ i . i : dong tiem an tbi to 1 dwqc nhan biet ttri I tuc trong to chwc cht?c. to chkc. ' nham giam nhe mol

.~ ~~. ~ . . .- . . ~

~ ~ ~-~ -~ ~ - ~ * ~ . . ~ - . ru i ro.

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Bang A.3 - Tw danh gia cac yeu to ch i tiet trong diku 5 - ch ien Iwwc va chinh sach

1 - ~ i v c d o n h u a n nhuyen ~ i e u - - . -- - . . . -- -. -. 1 Mirc 1

I ! i ! MWC 2 i MWC 3 i MWC 4 1 Mwc 5

! ! I i

5.1 j ~ u d trinh hoach CO qua trinh d w ~ c 1 Qua trinh lap chien 1 chien Iwqc. chinh I Cb the chwng 16 (chien lwqc va

i i 1 dinh dugc to chwc 1 cau truc cho viec lap luwc va chinh sach sach va muc tieu i rang chien lwoc giup

chinh sach) 1 mot cach dac biet chien lwwc va chinh gom cd viec phan duwc thiet lap the0 1 dat dwwc n h h g Khai quat Chien Iwqc, chinh / sach. tich nhu cau va mot cach thivc dwqc 1 muc tieu cca to

I sach va muc tieu chi 1 Qua trinh lap chien mong dqi clia cdc c8u truc. chien lwqc 1 chwc vd t6i v u hoa

5.2 1 dwpc xdc dlnh tivng lwac vd chinh sdch bCn quan tam v6i 1 vA chinh sdch bao nhu cau clia cac ben Lap chien I v q c va chinh sach

phan. 1 c5 viec phan pham vi rong hwn vao cho viec

lap chinh sach va chien lwqc la dac biet va chi thiet lap cho san pham va cac khia canh lien quan den tai chinh.

trum cac khia canh i quan tam. lien quan den cac ben quan tam lien quan. Ket qua cac qua trinh lap chien Iwqc va chinh sach c i a to chivc nhat quan viri nhu cau cca cac ben quan tam. Thbi ccr, thach thivc va tinh ssn co clja ngubn Iwc dwqc danh gia va xem xet trwivc khi xac nhan ke hoach. Co sy xem xet djnh ky va the0 cau truc cac qua trinh hoach dtnh.

L6i keo s v tham gia vadong gop cliacac ben quan tam vao thanh c8ng cca to chwc; co sw tin twbng rang s6 duy tri dwqc mivc do dong gop clia ho. Co niem tin vao s v thanh cong ben vCung. Co ccr che the0 d6i va lap bao cao co hieu Iwc, gom ca phan hbi th6ng tin tiu cac ben quan tam cho qua trinh hoach djnh.

tich nhu tau va Ke hoach dwqc xay mong dqi clia khach hang, cling vwi phan tich cac yeu cau luat djnh va che djnh.

dwng sau khi danh gia nhu cau va mong dqi clia cac ben quan tam lien quan. Qua trinh hoqch djnh bao gom xem xet sw thay doi clia cac xu hwwng ben ngoai va nhu cau clia cacbenquan tam; dieu nay tao ra s y sap xep lai khi can. Cac k&t qua co lwi co the dwqc lien k&t vwi phwcrng phap tiep can chien lwwc trwtvc do.

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Bang A.3 - (kel l h ~ j c )

Mwc 1 MWC 2 MGc 3 MGc 4 Mirc 5

5.3 : S& dung va t r~en chien Iwgc va chinh ; ~ i e n hanh hoat dong Xac dtnh cac rnuc Thwtrng xuyen xem TriCn khai chien i khai muc tieu ngan sach dwgc chuy&n i do lwbng tten trinh , tleu co the do lubng xet cap nhat vlec lwwc va ch inh sach 1 han trong c6ng viec / thdnh muc tieu 6 , 1 dat dwgc cac muc duoc cho tbng qua trien k h a ~ chten 1 hang ngay. I cac cap khac nhau tieu chien lwqc cua , trinh vA tbng cap Iwuc, chinh sach va

1 Xac dinh ke hoach / clja to chipc. to chivc. Phan tich cua to chirc, cac , hoach d ~ n h b$ng '/ chien ~ W W C ch0 viec ' Xay dyng ke hoach va hanh dong the0 muc tieu nay nh&t viec siu dung d e lieu i tao san pham. j I sao cho can bang nhGng thay doi tich , quan vwi chlen Iuqc. tb hoat dong theo : giba nhu cau va i cwc va tieu cyc so t ie thong quan ly dbi va phan tich m81 1

1 I mong dwi clia cac vbi ke hoach. : duqc xem xet va : trwtrng clja to chwc. I ben quan tam. , i cap nhat theo nheng : Phan tich v ~ e c thwc I Mw r@ng chien Iwqc ! : thay doi trong chien hien trong qua khw I I va chinh sach: nhu i luqc. co the chi ra r i n g to i

! cau crja khach hang i Viec do lubng tien j chwc d3 thanh cong

I / dwgc trien khai I

/ trinh dat dwqc muc ) vwqt qua dwcrc thanh cac qua trinh 1 1 tieu chirng td rAng I nheng th& thach

I va muc ti& x i c dinh I / cO nhGng xu hwbng I mbi xudt hien hoac i j / r6 rang. chien Ivqc I tich cuc ' khong d u bao trvbc

va muc tieu la ccr s6 '

I

cho hoat dong xem xet va danh g ~ a viec t h ~ c hien.

~* . . . - - - . .--. -- - ~ . . - . . - -

5.4 I Viec trao do1 thong Quy d ~ n h va ap dung Co mot he thong Trao do1 thong tin ve Dtnh ky xern xet

Trao d&i thong tin ( tin d v q c tien hanh , mot qua trinh trao , trao doi thong tin "hung thay doi trong ; hieu l y c cua cac qua

V) chi(n iwqc va i the0 cdch tich cut. , dot thong tin noi bo ; hieu luc v& nhbng chinh sach cho cac trinh trao thong chinh sach , va ben ngoai. : thay doi trong chien j ben quan tam CO I t ~ n .

I I I v q c v3 k6 hoqch ; lien quan va twi moi i Co bang chling rang 1 i

i 1 tho nhbng ngu&i cO cap trong 16 ch i rc I qua trinh tra0 601 I

I , lien quan trong to 1 thong t ~ n dap l ing I I chirc nhucau c ~ j a c a c ben I 1

I ! j quan tam. I

_ _ _ - . - - - - -- -

I ._ . . -_....._---L

u cg 0

. O P .. 2 -.

CH" T H ~ C H : Muc 66 nhuAn nhuygn hlPn tai cda cdc t6 riCng 16 cda tb chirc la muc cao nhht dat dwgc ma khong co kholng cdch ~ B O t r ~ a c do

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Bang A.4 - Tw danh gia cac yeu t o c h i t iet t rong dieu 6 - Quan Iy nguon l v c

I Mwc do nhuan nhuyen ~ i e u - - - . .. . - - - - -- -- - -- - .- .- -- - -- - - - . - .. - - ~ - --- - - -. - . .

I I 1 : ~

I M v c 1 M v c 2 M v c 3 M v c 4 I M v c 5 I i i

6.1 1 Ngudn luc duoc xac ~p dung qua trinh 1 ~ i e n hdnh xem xCt I DBnh gid nhGng rui / Tim kiem nhGng c o (Quan Iy nguon ILYC) Khai quat

~ . . . - ~ - . - - -. . . . -

6.2 ~ ~ u o n l v c tai ch inh

' djnh va an djnh the0 hoach djnh nguon djnh ky tinh san co ro dbi vwi s y khan j hoi cai tien viec hoach d ~ n h nguon lulc th8ng qua d8i sanh chuan.

cach dac biet Iuc, gom nhan biet, 1 v5 s~ phO hop clja 1 hiem tiem i n clja ngubn IWC. Chivng t6 dwwc hieu q u i va hieu Iyc clja phvwng phap tiep can q u i n Iy nguon Iwc clja to chwc.

1 cung c8p vB the0 dbi c i c ngu6n lyc .

I --.. - - . -- - . . - - -- - .- - - - ,-- - - - -- . I - - - -- - - --

, , i Nguon luc d u ~ c xac ; Ap dung qua trinh i Co s y xem xet djnh [ Giam nhe cac rui ro i Viec phan bo tai djnh v5 an djnh the0 / d y bao, the0 dbi v5 1 kg hieu Iwc sci. dung tai chinh. / chinh cac nguon l yc

I

1 ngubn lyc. I

Viec hoach djnh

gop phan dat d v o c muc tieu c i a to chwc. Dang thyc hien qua trinh lien tuc djnh gia lai viec phan b6.

cach dac biet. ' ki6m soat ngubn l yc 1 nguon luc t i i ch inh D y bdo v i hoach

i nguon Iwc gom c5

1 cdc muc tieu ngen 1 han va dai han. I i I

SG dung hoach djnh tai chinh ngan han.

tai chinh. 1 Nhan biet dvwc cac ~ a u trllc viec quan rl i i ro tai chinh. Iy tai chinh mot cach he thbng.

djnh nhu cau tai chinh trong twwng lai.

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Q .,o '2 '2 a c

-0) L '0 .<a, " Y O ) Z E i 2 L - o - 2 ..a, - -0 . C Q

3 0 > a c 6 ", "2 c 5 3 .z L m - .#(q > - L - 0 c p v o 2 1.2 '0 3 B r a r 0 5 ~ 2

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Bang A.4 - (tiep theo)

i ~ w c d o n h u a n n h u y e n

~ i e u 1 k . --

7 -

-- . . . -

i I

I I j i 1 Mwc 1 I Mwc 2 I Mwc 3 Mwc 4

I Mwc 5

I 1 1 I !

6.5 CCP s& ha tang

I Co co. sb ha tang cw Hoach d ~ n h va quan i D ~ n h ky xem xet c o I Nhan biet cac rui ro Cw sw cho viec thvc ban. 1 ly c o s i ha tang clla r b ha tang vd cac vwi cw st5 ha tang va hien va chi phi cw , . 1 to chivc. i qua trinh lien quan co C ~ C hanh dong sw ha tang clja to

!_ L I ~ ~

Xem xet cac yeu cau luat djnh va che djnh.

! _ - _ i._ ~_ -

phong ngiva. va chu y twi twwng lai.

chivc d6 dang so sanh vwi cac to chivc twwng ty . Viec lap ke hoach ivng pho vtri bat ngw duqc dung de g i i m nhe cac thach thivc tiem an va tim kiem

I cac cw hoi.

,.-: --.- ~ .- ~~ - ~ -

I 6.6 Cung c8p cac di6u ' CO qua trinh d i m ~ i e n hanh xem xet D O lieu chi i a rang Ap dung cac qua M6i trwZPng lam / kien c a b i n cho mbi viec 1 trwwng lam viec.

b i o m6i trwbng lam dlnh ky hi& lwc v i ' mbi trvbng lam viec trinh d6 x i y dyng viec phu hwp vwi hieu q u i clja m6i 1 thuc day ndng subt, m6i trwbng lam viec

thuc day kha nang canh tranh va so sanh tot vwi cac to chwc tvcrng ty .

mpi yeu cau thich 1 trwbng lam vi&c. k h i nang sang tao hwp c i a luat djnh va I v I trang thdi khde che djnh. manh c i a con

ngwei.

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-4 Bang A.4 - (ket t t~ t j c ) 0

< z - tn 0 (O 0 o P . . h)

2

MiFcdonhuan nhuyen 0 ieu .. - - .~ . - ~ ~~ .~ - . - .

MGc 1 MIWC 2 MVC 3 MGc 4 MWC 5

6.7 -

Co cac phuong AIP dung [qua trinh C h ~ a se thong t ~ n . Chia se thong tln. ~ e t qua dat duoc ~ i e n thwc, thong phap tiep can va he i nlhan biet. dat d v a c kien thGc va c6ng k ~ e n thGc va cong do1 v61 V I ~ C quan Iy t in va cong nghg thong kien thGc. 1 biao ve, siG dung va nghe trong pham vi nghe v6i do, tac va thong tin, kien thipc 1 thong tins tong nghie 1 dianh g i i thdng tin, to chlvc. d,nh k r tien cat hen quan tam cong nghe so i

! co ban. 1 kiien thlvc: va c6ng ; h inh cbc xem xCt khac. i sanh tot viri cac td

1 n!g he. 1 Cac c6ng nghe trong i chwc khac

I ! atp dung he thong 1 ybu dvoc ki8m so i t : 1 trao ddi fthong tin co th6ng qua beng i i blan de clhia se ! ; sang che va nguon ' thong tin, thG cap khi can

- . ~. ~ - - - - ~ - ~ --- ~ ~

6.8 1 Quan ly viec sci. " C b qua t~rinh xac Trien khai cac qua , Co cac qua trinh tot To chGc co the ~ g u 6 n l y c t y nhi i in / dung ngubn lvc t u 1 alnh vd ki6m soat trinh do lwbng cach ' vu hoa viec siv dung chlvng to rAng

nhien theo cach I vr~ec sw dung cac thGc rat giwi han. / nigubn luvc tw nhien

thtic sC dung hi@ ( ngubn Iwc tv nhiCn I phvong ph ip tiep i

lwc cac nguon 1u.c tu / va xem xet viec sw I c3n sw dung ngubn 1 can thiett vwi to nhien. / dung cac ngubn thay 'i Iwc t u nhien cua

! I chGc. 1 DBnh gib dvqc cdc the. j minh dap wng nhu 1 rGi ro lien quan den i TO chlvc co cac qua I cau hien tai ma

! I khan hiem nguon / trinh tinh den nhu ! khbng gay ton hai

1 Iwc tw nhien va tien cau bao ve moi ; dennhu cau cGacac

1 1 hdnh c i c hanh dong trubng trong toan be i the he x a hdi tvong 1 d6 b60 ve ngubn ( vbng dbi s5n ham I lai. ; cung cap I ~ e n tuc cua minh. I Co quan he va doi 1 trong tvong lai. I / sanh chuan vwi

i 1 nhGng to chlvc ben

1 I ngoa~ va cac ben quan tam khac trong qua trinh s l i dung nguon Iuc tu nhien.

I , _ _ , , . - _. ~~ ~ . - - - - ~. ~ . . . - . , -~ ~ .. . .- . -

CH" T H ~ C H . M W C 66 n h u i n nhuyGn h ~ e n t31 cclja csrc y5u t6 r ~ e n g ~e clja to chu-c la muc cao nhat dat duuc ma kh6ng co khodng cach nao t rubc do trong cac t ~ e u chi

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Bang A.5 - Tw danh gia cac yeu to chi tiet trong dieu 7 - Quan Iy qua trinh

, ~ W c d ~ n h u a n nhuyen

~ i & u 1 . . . - , . ~ - . - . -- -- -. - . I ! I

! Mwc 1 I MWC 2 Mwc 3 Mwc 4 I 1

I I Mwc 5 1 I I

7.1 ( Cac qua trinh du.gc , Cac qua trinh chinh, i Tich hgp viec hoach I Chivng to dvwc su. I So sanh viec thyc (Qudn l y qua trinh) 1 hoach dlnh va quan i nhv nhbng qua trinh I dinh qua trinh vbi I c8i tldn ve tinh I h ~ e n qua trinh vbi Khai quat Iy mijt cach dac blet lien quan den sw viec trien khai chien nhanh nhay linh I nhbng to chivc dan

i va khong chinh , th6a m%n clja khach ; Ivwc. j hoat va doi mwi qua dau va s l j dung ket 7.2 thit.c.

i i hang va tao san / SO dung nhu cau va 1 trinh. : qua nay cho viec Hoach djnh va i 1 pham, dugc xac mong dgi clja cac

ben quan tam dvwc nhan biet lam dau vao cho viec hoach djnh qua trinh. Co the chivng to dwqc viec cai tien hieu lwc qua trinh. Cac qua trinh mang lai ket qua co the dw bao trwwc. Xem xet hieu lwc va hieu qua cac qua trinh clja to chit.c.

--

kibm soat qua trinh d ~ n h va quan Iy. , Xac d/nh va quan Iy I s v tvwng tac giBa 1 ;

cac qua trinh. Do lvwng mot cach he thdng va hanh dong the0 hieu lwc

/ clia cac qua trinh.

1

7.3 j Xac djnh trach ! An djnh rd trach i Co chinh sach nham / Lien tuc nang cao I C h ~ a se vlec hoc hoi

I i

1 I i

. .. - . - ~ ~ ~

!

at ca cac ben quan / hoach dinh qua tam lien quan dvwc xem xet khi hoach djnh qua trinh. Nhan bi&t va giai quyet cac xung dot twang tac giba cac qua trinh mot cach

, tranh va giai nhi7ng ngu6i cac tranh sw hbu qua trinh va an trong cac ben quan tam. qua trinh.

.. . - - -- -.

Trach nhiem va nhiem doi vbi qua I nhiem va quyen han quy)n hen d6i v&i 1 trinh tren mot co. sCr doi vwi viec quan Iy

' trinh. ~ e t qua dau ra clja cac qua trinh chinh cao hwn trung binh nganh c0a to chivc.

CHl j THICH: Mwc do nhuin nhuyen hien tai clja cac ~ 6 u tb rieng Ie clja tb chwc la mwc cao nhAt dat dwgc ma khong c6 khoang cach na0 tr~Crc 66 trong chc tieu chi.

hieu Iwc. I i

i

i i

r- - - . -.+ ~ -.- ~- --.

qua trinh (vi du vwi "ngvwi sw hbu qua trinh".

qua trinh

-. --

dac biet.

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P cn -?

Bang A.6 - Tw danh gia cac yeu to chi tiet trong die" 8 - Theo dei, do Iwbng, p h i n tich vh xem xbt 0 < z - cn 0 cD o 0 P . . h)

0, -.

MGc d o nhuan nhuyen ~ i k u L . - -. . ... . . .. .- . . . . -.

MWC 1 MWC 2 Mwc 3 Mwc 4 MWC S .

8.1 ~ i & n hanh theo d8i Dinh ky thvc h~en Thubng xuyen danh Thuc h~en qua trinh Oira trinh theo dB1 (Theo doi, do I tren co. sb rbi rac. qua trinh the0 d 6 i gia qua trinh the0 the0 do1 mot cach dua ra d o \leu va lwbng, phan t ich khong the0 qua Trong tam cua viec doi nham nang cao he thong va theo cac xu hu-wng tln va xem xet) 1

Khai q u i t

8.2 Theo doi

trinh. i theo d6i la khach 1 f hieu lwc clja no ; hoach dinh. qua ' cay I Trong tsm cGa viec 1 hang. Theo d6i nhu j Trong tam clia theo I trinh nay bao gbm Vlec the0 d61 chi)

theo dbi la san chu va mong doi 1 d6i la nha cung brig ' viec k~em tra cheo trong vao cac xu pham. Khwi su. hanh clja khach hang m61 I va chi chu trong gibi vbr nguon d13 lieu hubng trong pharn dong theo cac van cach he thong Theo j han tbi con ngvbi va ben ngoai. 1 vi linh vvc hoat de clia s i n pham d6i nhOng thay doi 1 cac ben quan tam 1 D5nh gia cac yeu , dong c"a to chir.c. hoac qudn Iy (nghia 1 trong cac yeu cau 1 khac. Thong tin 1 cau ve nguon Iuc ! cung vui s u to1 v u la nhong trubng luat d~nh va che d~nh phan hoi fir cac nha ' mot cdch he thong I hoa viec 514 dung vd hap khling hoang). ( mot cach he thong, cung l jng va doi tac va the0 hoach d ~ n h ; phat t r~en nguon luc

Chi xac djnh nhivng j thong qua cac co 1 chinh dvwc thu thap / ve thbi gian j Theo d6i theo hoach thay doi trong yeu / che dvgc thiet ke the0 cach thlrc dvwc i Thong tin phan h8i I djnh nh3ng thay doi cau theo cach dac ( chinh thwc. hoach djnh. I tiu khach hang vi, / diGn ra, hay mong

I 1 tqi. C i c qua trinh i khac nhu. cac nhom . van hoa, xa hot, co

nhan vien duqc thu 1 dqi trong cac chinh th$p thdng qua cac 1 sach kinh te, yeu cuoc dieu tra tien ! cau v b i san pham.

biet khi thu thap I , Thong tin ph in hbi thdng tin ve cac yeu cau luat djnh va che ,

the co tac dong tbi viec thyc hien clia t6 chwc.

i I 1 gilip theo d8i nhivng yeu cau lugt djnh va ch& djnh co hi$u qus va hieu Iwc.

tiu moi ngvb'i chi duqc thu thap mat

dlnh thich hop. I 1

trong diem.

! cua qua trinh hien ! nhu. nh3ng co chi! trong cac van de

djnh. hanh mot cach I cdng ngh9, b i o v9 Theo d6i kha nang chuyen nghiep, cbng i moi trvbng hay

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Bang A.6 - (tigp theo)

I i ~ w c d o n h u a n nhuyen

Dieu -

-- .- . . ..-.-..-.--I - . . ~. . . - .- ~. - -

I i i Mwc 1 Mwc 2 I Mwc 3 Mwc 4 Mwc 5

I

8.3.1 / Ssn co mot tap hqp Co mot tap hgp xac j Muc tieu theo phan / San co dG lieu chi ra Phan tich he thong (Do lubng) I giwi han d b lieu tiu / djnh, chinh th6.c cac j cap qua trinh lien 1 tien trinh theo thhi cac dG lieu toan Khai quat / hoat dong do lvhng, ch i so chinh lien I quan den ch i so i gian clja cac chi so i d ~ e n cho phep du.

1 danh gia de h6 t rq i quan den chien lvwc ; thwc hien chinh. San thuc hien chinh. bao tin cay viec thyc 8.3.2 1 cho cdc quyet dlnh v i cac qua trinh ! co d b lieu chi ra / Theo dbi viec trien hien tuwng lai.Cac Chi so thwc hien / quan Iy hay theo dbi ( chinh cua to ch6.c. cach thb-c so sanh khai chien luqc va chi so dong gop vao chinh 1 t ien trinh cl ja cac I Cac chi so chlj yeu ! viec thwc hien clja to muc tieu. 1 cac quyet djnh chien

i i dwa vao viec st3 ! hanh dong d u q c , ; chGc v6i nh3ng to / Cac ch i so danh gia ; I v g c tot.

1 thvc hien. ) dung dG lieu noi bo. chb-c khac. 1 viec thwc hien d v q c ! Lwa chon va hanh 1 St3 dung nhOng chi Cac quyet djnh quan j Cac dieu kien chinh thiet lap, trien khai : dong theo cac KPI 1 so c o b i n (nhv tiCu 19 d v p c h6 t rp bang i cho thanh cdng i va slj. dung rong r%i : sao cho mang la1 / chi tai chinh. giao / dau ra clia c5c xem 1 dvwc nhan bikt va cho cac quyet djnh ' c i c thdng tin tin cay 1 hang dung luc. so xet he thong q u i n Iy truy theo cac ch i so i chien llvgc lien quan ! cho viec dw bao xu / khieu nai clia khach / chat Iwqng va cac i thwc te va phu hgp. den xu hwwng va . hubng va nam bat

hang, cac c i n h bao ' chi so b6 sung chinh I DG lieu tin cay clja hoach djnh da, han. : quyet d/nh chien phap Iy va tien 1 i ddnh gia viec thvc he thong do lubng I Phan tich dG lieu l upc

I phat). I hien. ) h6 t rq th6a dang cho mot cach he thong Thwc hien phan tich I DG lieu khdng p h i i 1 1 cac quyet djnh quan cho phep dw bao I rli i ro n h v mot cdng j ludn tin cay. I

I 19. ( viec thwc hien tvwng ! cu de lap thb- t v v u I I 1 lai. i hen cho cai tien. I I

I I i ! - . . -. - -. -- - -- -- - 2 .. .. -..-- . .. . . . . -- -

CHU THICH: Mwc do nhuan nhuyen hien tai c i a cac yeu t6 rieng I6 c i a to chkc la mkc cao nhi t dat dwpc ma khong co khoang cach nao trwbc do trong cac tieu chi.

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Bang A.6 - (T lep theo) -4 C)

, <

- -

8.3 .3 Danh gia n ~ i bo

8.3.4 T v danh gia

8.3.5 Do i sanh chuan

M w c d o n h u a n nhuykn

Mwc 1 MWC 2 Mirc 3 Mirc 4 Mirc 5

) Thu thap mot SO d i l ' Thu thap mot so dD Viec thu thap do lieu Lien tuc danh gla Lo1 keo s v tham gla / lieu nhvng kh6ng sli. / lieu tiu cac qua trinh i ghn viri mbt quy qua trinh thu thap cua cac ben quan 1 dung phwwng phap i chinh mot cach deu I trinh theo cau trtjc d o lieu va cat tien tam khac vao hoat 1 tiep can chinh thiuc. ' dan. Khi can hen hanh hlQu Iwc, hlQu qua dong danh gla cua / Thvc hien danh gia ; SIP dung d13 lieu I cac nghien d ~ n h tinh cac qua trinh nay to c h ~ c glup nhan 1 de brig pho vb l cac danh gia mot cach : civu de xac nhan d i l Tich hap k&t qua tv bl&t them cat co hbl ; van de, khieu nai he thdng de xem xet ' lieu. d$c biet khl dii. danh gla vao qua c a ~ t ~ e n i clia khach hang . . . ! he thong quan Iy. : lieu nhan dwqc tiv trinh hoach d ~ n h TO chiFc thvc hten 1 DCU lieu thu thap I Hoat dong t v danh 1 cac phan xet, y chien lwwc t v danh g ~ a 15 tat ca I dwqc chli yeu dung I gia con han chd. 1 kien . . . . Cac khoang cach cac cap / de giai quyet cac I Bat dau s b dung dfi I Cac danh gia dam dvuc nhan biet t6.

van de ve s i n p h a m 1 lieu va k6t qua danh I bao tinh chinh xac mirc do nhuan j : i gla theo cach phong 1 cua dG lieu va hieu 1 nhuysn cao hwn ! ngba. i Iyc clia he thdng / d vgc so sanh viri

1 j quan Iy. ) tam nhin. chien I

( Tien hanh hoat dong Ivoc, to chivc tien '!

I I i tw danh gia va sli. i hanh hanh dong de j I ! dung ket qua de xac 1 thu hep khoang cach ! ! ! 1 dinh s v nhu6n theo cach thuc dvqc :

i I

1 nhuysn clia to chivc hoach d/nh ! I

i ' cOng nhw cai tien I . I v ~ e c thyc hien trong ;

: toan bo to chGc - . . _ -- - - -

Trao doi Ian nhau LSnh dao cao nhat Ban I%nh dao hd tra Thiet lap phuwng SG dung dot sanh f b i n g trt, chuyen v& hd t rq viec nhan b16t mot so hoat dong 1 phap doc sanh chuan m8t cach he

! viec thvc hanh tot va pho bien viec : doi sanh chuan v61 ) chuan thong lam cong cu

I nhat trong pham vi thuc hanh tot. hen ngoa; (baa g&m E)o lubng chinh vlec nhan blet CO h01 cal

! to chli.c. Tien hanh ; Phan tich va so sari phsm. qua trinh t h ~ c hlen la do1 I tien, doi mwl, hoc

cat phep so sanh : sanh mot so san va hoat dong) ( tu.wng doi sanh hot s i n phsm vbi s i n i pham clia cac doi ; chuan no1 bo va ben TO chuc thu.6ng bl

pham tren thj thli canh tranh i ngoal, dung phuong ' cuon hut tr6 thanh

trubng , chinh. phap d u ~ c true. ! doi tac do1 sanh v61 cac thuc the ben

Z - V, 0 (0

, O 0 a . . h)

2 .A

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Bang A.6 - ( ~ i & p theo)

1 ~ w c d ~ n h u a n n h u y e n I

~ i e u . . . . - .. -- -. -- - .. - - -- . -- .. .- ~ ---- ---.-...a- ~~ .

1 1 Mwc 1 Mivc 2 I Mivc 3 Mwc 4 ! MGc 5 1

I 1 8.4 / S I ~ dung cac tam Thyc hien phiin tich H6 t rq qua trinh / S t dung qua trinh j Phan tich va sw Phan t ich 1 guong giai thoai tG thdng tin lien quan phiin tich mot cach phan tich dB danh dung d 0 lieu so

I viec phan tich dCu I nQi bo va ben ngoai 1 he thong bang viec / gia cac nguon Iwc. I sanh lien quan ve 1 lieu. j mot cach djnh ky. ! s& dung rong r2i cac vat lieu va cdng j chinh tr / , mdi / Chi quy djnh cac / Siu dung mot so : cdng cu thong ke. / nghe m6i. : trwtvng, x% hoi. cdng i muc tieu kinh te va ! cdng cu thong ke co. 1 Sw dung cac phan 1 Nang cao hieu l yc nghe.

tai chinh lam chuan ban. j tich de nhan biet I cua qua trinh phan ' Nhan biet va phan i 1 de phan tich dG lieu. , ~ i e n hanh danh gia i nhu cau va mong tich nhtv viec chia se tich cac rui ro va c a i Co cac phan tich i de xac d ~ n h mivc do doi clja cac ben / ket qua phan tich I hoi co the tac dong 1 I gi6i han ve khieu nai ( th6a man nhu cau ; quan tam lien quan. v6i cac doi tac hay tCri viec dat dvqc 1 cua khach hang. ; va mong dqi clja , Cac quyet d ~ n h va nh0ng nguon kien i muc tieu ngan va dai ! I ; khach hang. Viec cai ' hanh dong hieu lwc I thwc khac. han. I i tien san pham dwa 1 dua vao viec phan Nhan biet cac khia , Cac quyet djnh ve ! I i tren nhGng phan : tich thong tin. 1 canh rieng biet cua i chien Iwoc va chinh I i tich nay. / s5n pham va lam gia / sach dwa tren cac

1 D /nh ky phan tich I tang gia tr/ cho san 1 thdng tin duqc thu I i tac dong clja nhCung j / pham vbi cac ben thap va phan tich i i ' thay doi trong cac j quan tam, dya tren i the0 cach thkc dvqc

yeu cau lu(t djnh va 1 chk d ~ n h twi cac qua trinh va s i n pham.

d i u vao clja phan tich thdng tin.

hoach djnh.

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Bang A.6 - ( k e t t l~ i j c ) -

M i r ~ d o n h u a n n h u ~ e n ~ i e u . ~- - . . ~ ~

M ~ c 1 MWC 2 MWC 3 MWC 4 Mirc 5

8.5 i C o phuwng phap Tien hanh cac xem Thuong xuyen thuc ~ a u ra c6a xem xet Cac nguon thong t ~ n Xem xet thong t in tiep can dac blet cho xet d/nh ky de danh hien cac xem xet he duqc chia se v61 khac nhau chi ra c o dwqc tiF the0 I hoat dong xem xet. gia tien trinh dat 1 thong cac chi so : mot so ben quan viec thwc h ~ e n tot d6i, d o lrsbng v l , Viec xem xCt thwbng I duqc c6c myc tiCu ; thvc hien chinh va tam nhw mot c l c h . trong mot l inh vvc phin t ich / gay tac dong trb lai chat Iwgng va viec ' cac muc tieu l ~ e n i lam don gian hoa s q chi& l v ~ c va hoat

I khi dwgc tien hanh. I thyc hien he thong i quan I / cong tac va hoc hoi. '

dong cua to chGc.

I I; quan Iy chat Iwqng. i PhPi hanh dong the0 ! ~ i e n hanh so sanh ~ a u ra cua xem xet I ! Danh gia toan be 1 cac xu hwtrng bat Iqi no; bo de nhan biet i duqc c h ~ a se v6i I I

c5c dv an vd hdnh [ khi dwqc nhan biet ; va chia s6 viCc thvc 1 cAc d6i tac va dOng 1 dong cai tien tich Cac xem xet chi ra : hanh tot. i lam dau vao cho j cwc trong toan bo 1 ngubn lyc dwwc hoat dong c a ~ tien

1 ! qua trinh xem xet, ( cung cap co thda I ; san pham va qua

I I n h i m danh gia tien I dang hay khong. trinh anh hubng t6i trinh theo ke hoach mGc do thuc h ~ e n va va muc tleu. mGc do thoa mSn.

i ~ e t qua xern xet chGng to h ~ e u lvc

I cua hanh dong dugc I

I : thvc hien I

< Z - V, 0

o (0

0 , A

0, -L

I ppp-.

I

CHlJ TH~CH: Mwc 60 nhuhn nhuyen hien tai c ~ i a chc ydu tb rieng Id clia td chwc la mwc cao nhat dat dwqc mh khdng co khoang chch nho trwuc 66 trong chc ti& chi.

i

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Bang A.7 - Tw danh gia cac yeu to ch i t i& t rong d ieu 9 - Cai t ien d8i mwi va hoc h o i

Mwc d o nhuan nhuyen ~ i e u C -- ~ - -- -- -- 7-

~~ ~ ..... ~ ..

I ! I I 1

I M v c 1 1 Mwc 2 Mwc 3 I Mwc 4

I Mwc 5

9.1 i Hoat dong cai tien la I Co cac qua trinh cai , Co the chGng to I ~ e t qua n i y sinh t13 Co bang chivng ve !

(Cai t ikn d6i m b i va I dac biet va c2n civ i tien co. ban dva v i o ; dwqc cac n6 lvc cai c21c qua trinh cai moi quan he chat hoc hoi) 1 vao khieu nai cua / hanh dong khac : tien trong phan I6n 1 tien nang cao viec , che giba hoat dong Kha i quat khach hang hay che ' phuc, phong ngiva , cdc san phem v i ' thvc hien clia to cai tien va viec dat

dinh. I TA chbc cung c6p i qua trinh chinh cua chGc. : d v g c cac ket qua 9.2 I i hoat dong dao tao to chivc. ; Xem xet mot cach 1 cao hon trung binh

1 Cai t ien 1 i de cai tien lien tuc. j Trong tam cua qua / he thong cac qua ' cua nganh doi v6i to

i I i i i trinh cai tien ph0 I trinh cai tien. chulc.

i I 1 hqp vdi chidn llvpc / ~p dung cai tien d6i I Viec c i i tidn dwgc vdi s6n ph lm, qua ghi nhgn nhw hoat trinh, ccr cau to I dong thwbng ngay chivc, m6 hinh hoat trong toan bo to ddng v2 he thong 1 chirc, cOng nhw v&i quan Iy c i a to chivc. 1 cac nha cung ivng

/ va doi tac clia to 1 chivc.

TO chivc chu trong vao cai tien viec t h ~ c hien, g6m c5 kh5 n3ng hoc hdi va thay d6i.

I va muc tieu. Co he thong thiva

I nhan cac nhom va ca nhan tao ra cai tien lien quan mat cach chien Ivgc. Qua trinh c5i tien lien tuc thvc hien 6 met so cap clia to chwc cung vwi nha cung wng va d6i tac clia to chwc.

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+ Bang A.7 - (tlep theo) 0 <

z - Cn 0 rD

o o . A . .

h)

2 -.

~ W c d o n h u b n nhuy&n -l 0ieu .~~ . . v - . . - . ~ .

~ ..--. . .

MWC 1 MWc 2 M v c 3 MWC 4 Mwc 5

9.3 Co it doi m61. i Hoat dong doi m6i j Qua trinh doi mwi ' Lap thG t v wu tien ' Hoat dong doi rnwi obi mui Cac san pham mbi I dva tren co sir dir 1 cho san pham va , cho hoat dong do; 1 tinh den trwolc c6

i dvwc gibi thieu tren ; lieu lien quan den qua trinh mwi co the : mbi tren cw sw can ; nhGng kh6 nang I c o sir dac biet va i nhu cau va mong nhan biet duwc I 1 b i n g giGa tinh cap thay do1 trong moi j khdng sgn co ke 1 dqi clia khach hang. nhang thay doi trong ! thiet cua doi mwi, s v truwng crja to chGc. i hoach doi mwi. ; moi trutwng clia to : s3n co clia cac : Xay dvng cac ke I \ i

/ chivc nham hoach / nguon lwc va chien ; hoach phong ngtka I I / dinh doi mwi I Icuwc clia to chGc, i de ngan chan hoac 1 j

1 Loi keo s y tham gia / giam thieu chc rui ro I clia nha cung wng j duwc nhan biet kem I va cac doi tac vao : theo hoat dong do1

I qua trinh doi mu1 mcy i Thuong xuyen danh ~p dung do1 mo! cho g ~ a h ~ e u luc va hieu san ham. qua trinh. qua cua qua trinh co cau cua to chli.c. doi m w ~ nhw mot mo hinh hoat dong phan clja quy trinh va he thong quan Iy hoc hoi. cua to chli.c.

i

I

Van dung doi mwi de i cai tien cach thivc van hanh t6 chwc.

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Bang A.7 - (k6 t thuc)

1 .Mwcdonhuan nhuyen ~ i e u _

7 , - - . - - - , .. - . . . - -. - - . . - i. . -. .. -~

I I I I MWC 1 MWC 2 i I Mvc 3

I I Mwc 4 1 Mwc 5 j

9.4 1 Rut ra mot so bai I Viec hoc h6i nay 1 Cb cdc hoat dong. Thiva nhan viec hoc 1 Vdn hba hoc h6i cho Hoc hoi hoc tiu ket qua clja sinh mot cdch tich s u kien, didn dan 1 h6i la v6n d& then phep ganh c h ~ u rlji

I cac khieu rial. I cwc tiv viec phan 1 duoc hoach dinh d& ' chbt. LZinh dao cao ! ro vA c h i p nhan t h i t I 1 Hoc h6i tren c a sir I tich hi. thong cdc chia se thdng tin. I nhat khuyen khich bai, cho r i n g di&u

1 cd nhan chiv khdng van dB va nhbng dD CO hi. thong thiva : mang l v6 i . sw kkt nay s8 d l n den viec 1 co sw c h ~ a se kien lieu khac. 1 nhan cac ket qu5 ! noi va tucrng tac de , i hoc hbi tw nhDng 16i

, . I Co cac qua trinh I tich cu.c clja cac goi chia s8 kien thlvc. lam cho tdi nhDng 1 gi6p chia se thdng 9 hay bBi hoc dvoc Ldnh dso cao nhdt c o hoi c d t e n .

I I

tin va kien thwc i rut ra. 1 ung ho cac sang Co s y cam ket v6i I

I j Viec hoc h6i dugc i kien hoc h6i va dsn ben ngoai vi muc

i ! d& cap trong chi& 1 d i t qua cdc tAm ' t@u hoc h6i. 1 l ugc vB chinh sdch. 1 guong. I I ! / Kh5 nang hoc hoi !,

I i ! I i clia to c h k tich hgp 1

1 1 nang 1y.c ca nhan va I i / nang IWC clja t6 1 chivc. 1

--

1

1 Hoc hoi la nen tang cho cac qua trinh cdi 1 tien v i d6i mbi. 1

I I

CHU THICH: Mwc do nhuin nhuyen hien tab cira cac y&u tb rieng Ie cira t6 chwc la mbc cao nhat dat dvqc ma kh6ng co khoang cach nao trvbc do trong cac tieu chi.

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TCVN I S 0 9004 : 201 1

Phu lyc B

(tham khao)

Cac nguyen thc quan Iy chat luqng

B.1 Khai quat

Phu luc nay m6 td tam nguyen t i c cua quan 19 ch6t lwqng tao nhn tang cho cac tieu chuln v& quan

ly chat lvqng do Ban kv thuat TCVNiTC 176 bien soan Lanh dao cao nhet co the sw dung nhGng

nguyen tat nay nhv mot khuon khb de chi dan to chwc clja minh hwwng twi viec thwc hien tat han.

Phu luc nay dwa ra cac ban mo ta chuAn hoa c i a tam nguyen tac. Ngoai ra, phu luc cbng cung cap

nhkng vi du v& lqi ich nay srnh t l i p vl?c sw dyng cac nguyen tac cOng nhw Iqi ich clia cac hanh

dong duqc nhivng nha quan Iy tien hanh mot cach tieu bibu khi ap dyng cac nguyen tac d6 cai tien

viec thvc hien cua 16 c h l k minh.

B.2 Nguyen thc 1: Hwbng vao khach hang

~6 chwc phu thuoc vao khach hang cua minh, vi v$y can thau hibu cac nhu chu hien tai va

tvwng lai cua khach hang, dap upng cac yeu chu cua khach hang cOng nhw phen d6u vwqt xa

cac mong dqi cua khach hang.

a) Lqi ich chinh

tang doanh thu va thj phan dat duvqc nhw dap wng linh hoat va nhanh chong cac cw hoi

tren th/ trwwng,

tang hieu Ivc sG dyng ngubn Iwc cua to chwc n h i m nang cao s v thoa miin clia khach

hang,

-- nang cao s v gan bo cua khach hang d6 lap lqi cBng viec.

b) Vrec ap dung nguyen tac hu3bng vao khach hang thwwng dan twi

nghien cwu va thau hieu nhu cau va mong dqi clia khach hang,

dam bao cac muc tieu cua to chu3c d w ~ c lien kbt vwi nhu cau va mong d ~ i clia khach

hang,

- trao d6i thBng tin ve nhu c i u va mong dqi clja khach hang trong toan bS, t8 chwc,

do lwwng s v thoa man cua khach hang va hanh dong theo cac ket qua,

- quan Iy mot cach he thong quan he vbi khach hang,

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TCVN IS0 9004 : 201 1

darn bao phwwng phap tiep can can bang giba viec thoa rn3n khach hang va cac ben

quan tam khac (nhw chlj s6 hGu, nhan vien, nha cung iung, nha tai chinh, cong dbng dia

phu3wng va toan x5 hiji).

6.3 Nguyen tac 2: Sy l inh dao

Lanh dao thibt lap su. thong nhat giba rnuc tieu va dinh hwwng clja tb chiuc. L3nh dao chn t?o ra

va duy tri m61 trwwng noi b?, 6 do rnoi ngu,wi co the tharn gia day dlj vao viec dat dwqc cac myc

tieu cGa to chiuc.

a) Lqi ich chinh

rnoi ngulwi hieu va dufqc tao dong l yc vi rnuc dich va rnuc tieu clja to chiuc,

danh gia, bo tri va thuc hien cac hoat dong mot cach thong nhht,

-- giam thieu viec trao d6i thbng tin sai Iech giiva cac cAp clja 16 chiuc.

b) Viec ap dung nguyen t i c s y I3nh dgo thwwng d h twi

xem xet nhu c i u cua tat ca cac ben quan tam gBm khach harlg, chlj s w hivu, nh in vign,

nha cung ung, nha dau tw tai chinh, cong dbng dja phwwng va toan xi3 hoi,

- thiet lap tam nhin r6 rang trong twwng lai clja t6 chiuc,

- thiet lap rnuc dich va rnuc tieu mang tinh thach thiuc,

tao lap va duy tri cac gia t r / , ve dep c i ng nhv cac 17-16 hinh ve vai tro dao diuc dwqc chia

se 6 tht ca cac c i p clja tb chuc,

-- tao lap ni&m tin va loai bo s y sw hsi,

cung chp cho m ~ i ngwwi nhbng ngubn Iwc chn thibt, s v dao tao cirng nhw s y ty, do hhnh

dong cung vwi trach nhiem va trach nhiern giai trinh,

tho, thuc, khuyen khich va thua nhan sup dong gop cira rnoi ngwwi

6.4 Nguyen tac 3: S v tham gia cua moi ngwwi

Con ngwwi du tat ca cac cap la nhan td thiet ~ e u clja t6 chiuc, s q tham gia day dl j clia mgi nguwi

giup sG dung nang luc cCa ho vi Iqi ich clja 16 chiuc.

a) Lgi ich chinh

rnoi ngu3i trong to chuc dulqc tao dong Ivc, cam ket va tham gia vao cac hoat dong,

doi rnwi va sang tao gilIp day manh cac rnuc tieu clja t6 chulc,

- rnoi ngwwi co kha nang c h ~ u trach nhiem ve viec thyc hien c i a minh,

.- rnoi nguwi mong muon tham gia va dong gop cho viec cai tibn lien tuc.

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TCVN I S 0 9004 : 201 1

b i Vtdc ap dvng nguyen t i c su. tham gta clja moi ngvwi thruwng d i n twi

mot ngu.61 h t l u duuc tam quan trgng clja s v dong gop va vai tro clja minh trong t6 chivc.

mot ngu.61 nhan btkt dugc nhbng rang buoc vwi viec thvc hien clja minh.

mot ngu.61 chap nhan quybn sw h6.u n h h g v8n d& va trach nhiem giai quybt cac v8n d&

clja minh.

mgl ngu-wi danh gia viec thvc hien clja minh theo cac muc dich va muc tieu ca nhan,

mg1 ngu.61 tich cvc tim kibm cac cw hoi nang cao nang luc, kibn thivc va kinh nghiem clja

minh.

mgl ngvwi tv do chia se kidn thwc va kinh nghiem,

mgl ngvwi trao dbi cwi mw cac vAn d& va kdt qua

8.5 Nguy6n t i c 4: ~ i 6 ~ can the0 qua trinh

kt qua mong muhn dgt dvqc mot cach hieu qua hwn nbu cac hogt dong va ngu6n lvc lien

quan d v v c quan Iy theo mot qua trinh.

a) Lv i ich chinh

chi phi thAp hwn va thwi gian quay vong ngAn hwn nhw viec s b dung hieu lvc ngu6n Ivc,

k&t qua d v v c cai thien, nhAt quan va co th6 d v bao trvwc,

cac cw hoi cai ti& d v v c chu trgng va sap xdp thiv t v v u tien

b) Viec ap dung nguyen tac tikp cgn the0 qua trinh thvwng d i n twi

xac dinh mot cach he thbng nhivng hoat dong chn thiht d6 dgt d v q c kbt qua mong mubn,

- thidt Igp trach nhiem va trach nhiem giai trinh r8 rang d6 quan Iy nhbng hoat dong chu

dgo,

-. phan tich va do lvwng nang l vc cica cac hoat dong chu dgo,

nhgn bibt nhfing di6m chung clja nhivng hoat dong chu dao trong pham vi cac chwc nang

va giiva cac chwc nang cua t6 chwc,

- chu trgng vao cac ybu t6 nhw ngubn Ivc, phwwng phap, vgt lieu stZ cai thien nhbng hoat

dong chlj dgo clja t8 chwc,

- danh gia rl j i ro, h?u qua va tac dong cua cac hoat dong twi khach hang, nha cung ivng va

cac ben quan tam khac.

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TCVN I S 0 9004 : 201 1

B.6 Nguyen tac 5: ~ i e ~ can quan Iy the0 he thong

Nhan bikt, hieu va quan Iy cac qua trinh lien quan lan nhau theo mdt he thong dong gop vao

hieu q u i va hieu lvc dat duqqc cac muc tieu clja to chbc

a) L Q ~ ich chinh

hqp nh i t va lien ket cac qua trinh de dat du'wc t6t nh i t nhivng k&t qua mong muon,

co kha nZing tap trung n6 luc vao cac qua trinh chinh,

mang lai sv tin cay cho cac ben quan tam ve tinh nhat quan, hieu qua va hieu lqc clja to

chivc.

b) Viec ap dung nguyen tac tiep can quan Iy theo he th6ng thvwng d$n twi

c i u truc he thong de dat dvwc nhbng muc tieu clja t6 chivc mot cach hieu q u i va hieu

l t ~ c nhat,

- hi& dwqc st^ phu thuoc Isn nhau giGa cac qua trinh cira he thhng,

phvwng phap tiep can dwwc cau truc giup hai hoa va tich hwp cac qua trinh,

mang lai s u t h i u hieu ve vai tro va trach nhiem c$n thibt d6 dat duqc rnuc tieu chung va

do do giam bwt nhiing rao can giba cac chuc nang,

- hibu dwwc nhivng kha nang clja to chulc va thi&t I$p rang buoc v6 ngubn Ivc trwwc khi

hanh dong,

-- dinh hvwng va xac djnh cach thivc tribn khai can thibt cac hoat dong cy th6 trong pham

vi he thong,

- cai tibn lien tuc he thong thong qua hoat dong do Iuwng va danh gia

8.7 Nguyen tac 6: Cai tien lien tuc

Cai t ~ e n lien tuc toan bo viec thvc hien clja to chivc can la mot muc tieu thwwng xuyen cira to

c h i ~ c .

a) Lwi ich chinh

- tao lwi the thwc hien thong qua nang cao kha nang clja to chivc,

hai hoa hoat dong cai tien 6 moi cap vtri djnh hvwng chien lwqc clja t6 c h ~ c ,

- kha nang linh hoat de xu1 Iy nhanh chong cac cw hoi.

b) Viec ap dung nguyen tac cai tien lien tuc thvirng dan twi

- van dung phvwng phap tiep can nhat quan rong rZi trong to chivc de cai tien lien tuc viec

thupc hien clja to chivc,

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TCVN I S 0 9004 : 201 1

cung cap vlec dao tao cho mor ngu.61 ve phuong phap va cdng cu car t16n lien tuc.

b d n su. cat tlkn Iren tuc san pham. qua trinh va he th6ng thanh mot myc tieu clia moi ca

nhan trong lo c h ~ i c .

thrbt lap cac muc dich nham hudng dan ccng nhu. cac bien phap nham truy theo hoat

dong ca! !I&P Irer! !uc,

thua nhan va c6ng nhan hoat dong car tikn.

6.8 Nguyen tac 7: ~ u y e t djnh dwa tren thwc ti$

NhGng quyet dinh hreu luc la nhlimg quyet d ~ n h dua tren sw phan tich d& lieu va th6ng tin

a ) Lor ich chinh

quydt d ~ n h co h ~ e u b ~ e t .

tang kha nang chu-ng to hreu 1u.c cua cac quykt d/nh trwwc do thong qua viec tham khao

nhfitng hd sol thu9c te.

nang cao kha nang xem xet. thli. thach nang Ivc va thay d8i y ki6n va quykt d ~ n h .

b ) Vrec ap dung nguyen tac quyet dinh du-a tren thvc t6 thwwng dsn twi

dam bao d i e lieu va thong tin dir chinh xac va tin cay,

tao tinh s8n co cho d i 9 lieu d6i vwi nh ieng ngu'wi co nhu cAu siv dyng,

phan tich d f i lieu va thong tin bang phuscrng phap hieu lylc,

vlec ra quyet d/nh va thvc hien hanh dong tren cw sw phan tich thwc tk, Uwqc can bang

vwi krnh nghiem va hieu bikt.

6 .9 Nguyen tac 8: Quan he cung co lwi vwi nha cung wng

~6 chu,c va nha cung u8ng cua minh phy thuoc lan nhau, moi quan hi, cung co Iqi lam tang kha

nang tao gra tr! cua ca ha1 ben

a) LQI ich chinh

tang kha nang tao gia trj cho ca hai ben,

tinh linh hoat va tbc BQ cung dap ung vwi nhivng thay ddi cira t h ~ trwbng hay nhu cau va

mong dqi cua khach hang.

tor wu hoa chi phi va ngubn lunc

b) V ~ e c ap dung nguyen tac quan hi, cung co Iwi vwi nha cung uvng thwwng d3n twi

thiet I$p quan he can bang giba 1q1 ich ngan han va cac xem xet dai hqn,

- dong gop chuyen m8n va ngubn lwc vwi ddi tac,

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TCVN I S 0 9004 : 201 1

- nhan bi&t va lwa c h ~ n cac nha cung ivng quan trgng,

- trao d6i th8ilg tin r6 rang va cwi m6.

- chia se th6ng tin va k& hoach trong tulvng lai,

- thi&t lap s v phat tri&n chung va cac hoat Bong cai ti&n,

- th8i th~ jc , khuy&n khich va thwa nhan hoqt dong c i i tibn va nhOng thanh tylu clja nha

cung iung.

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1 C V N I S 0 9004 : 2011

Phy luc C

(Tham khao)

Sff tlrong &ng giiia TCVN I S 0 9004 : 2009 va TCVN I S 0 9001 : 2008

Bang C 1 neu su tu.ong ung g1ir.a t~eu chuan nay va TCVN I S 0 9001 2008, cljng nhu. chi ra c i ch

thu,c ha1 t ~ e u chuan nay bo sung cho nhau

I S 0 9001 quy d~nh cac y6u cau VOI he thong quan I? chat lu.qng, co the dung cho viec ap dung noi

bo ccja to chuz hoac de c h h g nhan hay n h h g muc dich hop dong va chu trong vao h~eu lu'c cua

he thong quan Iy chat l u m g trong v~ec dap i ing cac yeu cau cua khach hang

T ~ e u chuan nay dua ra hu,o,ng dan do1 vbi to chlj,c trong do lanh dao cao nhat mong mudn tien xa

ho.n nhung yeu cau cua I S 0 9001, nham hu,ong to; nhu cau va mong do.i cua tat ca cac ben quan

tam. cljng nhu su, thoa nian clja ho thong qua hoat dong cai tien lien tuc, co he thbng viec thulc

h ~ e n cua to chux

Bang C . l - S y tvong ~ilng giiia TCVN I S 0 9004 : 2009 va TCVN I S 0 9001 : 2008

I Cac di6u cua TCVN I S 0 9004 : 2009 Cac di6u cua TCVN I S 0 9001 : 2008

4 1 (Quan Iy t8 chutc de thanh cong ben vkng) 4 1 (He thong quan Iy chat lu~qng) Yeu cau

( Kha~ quat : chung

4 2 Thanh cong ben vkng

4 3 Moi truawrlg cua t6 chGc

' 5 1 Cam ket cua I2nh dao

' 4 2 Y&u cAu v& he th6ng tai l$u -

1 -r- - - - - - .. - . 1 7 2 QU-a trinh lien quan dkn khach hang I

4 4 Cac ben quan tam nhu cau va mong do.1 1 5 2 Huwng vao khach-hang

5 1 ( ~ h 1 6 n lu'qc va chinh sach) Khal quat : 5 3 Chinh sach chat lulang

5 2 L?p chien Ivqc va chinh sach 5 3 Chinh sach chat Ivqng

5 3 ~ r 1 6 n kha~ chien luwc va ch~nh sach 5 4 Hoach d ~ n h

5 4 Trao d61 thong t ~ n ve ch~en luoc va chinh 5 5 3 Trao d61 thong t ~ n noi bo

( sach 7.2.3 Trao d6i thong tin vwi khach hang - - ( 6 1 (QuQn ly ngubn 1u.c) Khdi q u i t ' 6 1 cungcap ngubn 1u.c

1 6 2 ~ g u i n 1u.c t i1 chinh

16 3 Con ngutbl cria t6 chute

1 6 3.1 Quan Iy con n g v w ~

1 6 3 2 Nang lute clia con ngu.61

- -

' 6 2 ~ ~ u o n nhan 1u.c -

. - -

6 2 2 Nang lu3c. dao tao va nhan thirc . - - -

16 3 3 S v tham gla va dong luc clia mol n g u b ~ - 16 4 Nha cung wng v i d61 tac 7 4 1 Qua trinh mua hang

1 6 4 1 Khai quat

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TCVN IS0 9004 : 201 1

Bang C . l - (k6t thuc)

Cac dieu cua I S 0 9004 : 2009 I Cac dieu cua I S 0 9001 : 2008

6.4.2 Lva chon, danh gia va narlg cao kha n5ng

clja nha cung ivng va doi tac

6.5 Cw s& ha thng

7.4.1 Qua trinh mua hang

-.

6.3 Cw sw ha tang

6.6 Mot trvwng lam viec 6.4 M8i trvwng lam viec -7-r

- - -- -. - 6 . 7 ~ 1 e n thwc, thong tin va cong nghe -

-.

6.8 ~ g u b n lwc tw nhien -1 - ---- .- -

7.1 (Quan Iy qua trinh) Khai quat

-. . . r-.--- -. . .. -. . ... .- -

7.2 Hoach dtnh va kiem soat qua trinh

7 - - T --T

7.3 Trach nhiem va tham quyen d8i vwi qua trinh

8.1 (Theo dBi, do lulbng, phan tich va xem xet)

Khai quat ~ --

8.2 Theo ddi

~ ~-

8.3.1 (Do Iwwng) Khai quat

- .-

8.3.2 Chi sb thulc hien chinh

8.3.3 Danh gia ncji b0 .

8.3.4 T v danh gia . - -- . -

8.3.5 ~ 8 i sanh chuan ~.~

8.4 Phan tich . ~ ~

8.5 Xem xet thong tin tiu viec theo dbi, do lwwng

va phan tich , -7-T;-,. ----

9.1 (Gal tien, d o ~ m u ~ va h ~ c h6i) Khai quat ~ . ~

9.2 Cai tien .- -.

9.3 D8i mk i - - . . -- - . .. - - - -. - -

9.4 HQC h6i

__i___~____ 7 4.1 (He thong quan Iy c h i t Iwqng) Yeu chu

chung

7.1 Hoach djnh qua trinh tao s i n pht$m

7.5 Cung wng san phAm va djch vu

5 . 5 . i ~ r a c h nhiem, quy&n han va trao d6i thBng

tin

8.1 Khai quat

7.6 ~ i e m soat thiet bj theo ddi va do Ivwng . . -- -. - - --

8.2.3 Theo ddi va do lwwng cac qua trinh

8.2.4 Theo ddi va do lwwng san pham -- - -

8.2 Theo ddi va do Iwbng

8.2.1 Sw th6a man c i a khach hang

8.2.3 Theo ddi va do lwwng cac qua trinh

8.2.2 Danh gia n6i b6 .- -

-- - -- - .-A - - --

8.4 Phan tich dG lieu

5.6 Xem xet cira I%nh dao

-~

8.5 Cai tien -- -

8.5 Cai tien - 7.3 ~ h i e t ke va phat trien

-

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TCVN I S 0 9004 : 2011

Thw myc tai lieu tham khao

[I] TCVN I S 0 9001 2008 He thdng quan ly ch i t luqng - Cac yeu c8u

(21 TCVN I S 0 10001. Quan ly ch i t lupng - Su. thda mcin cda khach hang - Hub'ng d8n v6

quy pharn dqo d u ~ cda td chuc

131 TCVN I S 0 10002, Quan Iy ch i t lunqng - Su. thda mcin cda khach hang - Hvbng d i n xw Iy

kh~ku nqi trong td chuc

[4] TCVN I S 0 10003. Quan ly ch i t Iuqng - S v thoa mcin cda khach hang - Hu7bng d i n gidi

quykt tranh chap bet? ngoai td chuc

[5] TCVN ISOITS 10004, Quan ly ch i t lu8qng - S y thda mcin cda khach hang - H&ng dsn

the0 d d ~ va do IuCnig

[6] TCVN I S 0 10005, He thdng quan ly c h i t l w n g - Hu9bng da'n lap kk hoach c h i t lu'png

(71 TCVN I S 0 10006. He thdng quan Iy c h i t lvqng - Hurbng d6n quan ly ch i t Iu'qlig duq an

[8] TCVN I S 0 10007. He thdng quan Iy chat lupng - Hu'bng da'n q u i n Iy c i u hinh

191 TCVN I S 0 10012, He thbng Quan ly do lvivng - Yeu c i u ddi v6i qua trinh do va thikt b~ do

[ I 01 TCVN I S 0 10013, Hvbng da'n v6 tai lieu clja he thbng qua11 Iy c h i t I v m g

[11] TCVN I S 0 10014. Quan Iy c h i t lu'vng - Hv&ng da"n dk thu dvqc cac lqi ich kinh tk va tai

chinh

[ I 2) TCVN I S 0 1001 5, Quan Iy chat Ivqng - Hu'Cmg dsn dao tao

[13] ISOITR 10017, Guidance on statistical techniques for I S 0 9001 (Quan Iy chht Iwqng - Hwbng dan v& k 9 thugt thbng ke cho I S 0 9001)

[14] TCVN I S 0 1001 9, Quan Iy chat lupng - Hulbng dsn lva c h ~ n va SO dung t v van he th6ng

qu8n Iy chat lupng

(1 51 TCVN IS014001, He thdrlg Quan Iy moi trvivng - Cac yeu cdu va hlvCvng dsn s b dung

[ I 61 TCVN IS014040, Quan Iy m8i trvdng - Datih gia vong dbi cda san phdm - Nguyen tac va

khu6n khd

[ I 71 lS014044. Environmental management - Life cycle assessment - Requirements and

Guidelines (Quan Iy rn6i trvwng - Danh gia vong dwi c i a san ph%m - Yeu chu va hvwng

dan)

(18) ISOITR 14047. Environmental management - Life cycle impact assessment - Exemples of

application of I S 0 14042" (Quan Iy m6i trwwng - Danh gia tac dong c i a vong dbi san

ph%m - Vi du v& viec ap dung I S 0 14042)

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TCVN IS0 9004 : 201 1

[ I91 lS014048, Environmental management - Life cycle assessment - Data documentation

format (Quan Iy m6i trwwng - Oanh gia vong Uwi clla san pham - Dinh dang tai lieu dG

lieu)

(201 lS014049, Environmental management - Life cycle assessment - Exemples of application

of I S 0 14041 to goal and scope definition and inventory analysis" (Quan l y moi trwwng - Oanh gia vong Uwi cira san ph6m - Vi du v& viec ap dvng I S 0 14041 cho viec xac djnh

mvc Uich va pham vi va p h i n tich kiem ke)

[21] ISOITR 14062, Environmental management - Integrating environmental aspects into

product design and development (Quan 1y m6i trwwng - Tich hwp cac khia canh m8i

trvwng vao thi&t k& va phat tribn san ph6m)

[22] TCVN IS0 1901 1, Huwng dJn danh gia he thdng quan Iy c h i t lu.gng va/hoac m6i trlvirng

[23] IS0 26000, Guidance on social responsibility (Hwwng d i n v& trach nhiem x i hoi)

[24] ISOllEC 27000, lnformation technology - Security techniques - lnformation security

management systems - Overview and vocabulary (C6ng nghe th6ng tin - Kq thuat an toan

- He thbng quan I y an toan thdng tin - ~ 6 n g quan va tw vwng)

[25] TCVN ISOIIEC 27001, C6ng ngh$ th6ng tin - H$ thdng quan Iy an toan thdng tin - Cac

yeu c i u

[26] TCVN IS0 31000, Qu6n Iy rlji ro - Nguyen t i c va huwng d&n

[27] ISOIIEC 90003, Software engineering - Guidelines for the application of ISSO 9001 to

computer software (Ky thuat phhn mkm - Hwwng d$n ap dvng I S 0 9001 cho phhn mQm

may tinh)

[28] IEC 60300-1, Dependability management - Part 1: Dependability management systems

(Quan Iy tinh tinh tin c?y - ~ h h n 1: He thbng quan I y tinh tin cgy)

[29] IEC 61 160, Design review (Xem xet thi&t k&)

[30] OHSAS 18001, Occupational health and safety management systems - Requirements (He

thbng quan Iy swc khoe va an toan nghe nghiep - Cac yeu cau)

[31] OHSAS 18002, Occupational health and safety management systems - Guidelines for the

implementation of OHSAS 18001 (He thbng quan Iy swc khoe va an toan nghe nghigp - Hwwng d6n ap dvng OHSAS 18001)

[32] Quality management principles2' (Nguyen tac quan Iy chat Ivqng), ISO, 2001

[33] IS0 9000 - Selectiori and use2' ( I S 0 9000 - Lva chon va siv dung), ISO, 2008

" I S 0 14041:1998 va I S 0 14042 2000 cung dugc hiry bo va thay thk bbi I S 0 14040.2006 va I S 0

14044.2006.

'' Co w trang web: h t t~ . l lwww. iso .org hogc http./lwww.iso.orq/tc176lsc2

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TCVN I S 0 9004 : 2011

1341 Gu,darrce urr the Cor~cepf arld Use of t t ~ e Process Approach for managemer~t systems"

(Hu,bng dan v6 Khai niem va S u dung Phuang phap t ikp cpn the0 qua trinh d6i vwi he

thbng quan ly) . ISO. 2008

(351 I S 0 9001 for S r ~ ~ a l l Businesses - What to do. Advice from ISO/TC 176'" ( I S 0 9001 vwi

Doanh nghiep nho - Phai lam gi , C h i dan clia ISOITC 176). ISO. 2008

(361 The rr~tegrated ilse of managemerlt systern staridards (SG dung t ich hqp cac tieu chub hZ,

thbng quan Iy), ISO. 2008

[37] /SO mar~agemer~t systems5' (He thbng quan Iy the0 ISO)

(38) Cac trang web tham khao

http IIWWW ISO org

http //www iso . t c l76 .o rg

http I lwww ISO org/ tc l76/sc2

http I lwww ISO org/tc176/IS09001Aud1t1ngPract1cesGroup

'' C6 6 trang web http I lwww so orq/tcl76/sc2

4 ' S e UUCYC cap nhat d& phu hqp vlvi IS0 9001 2008

5 ' ~ u d t ban hat tan moi thang. cung cap tln tO.c roan dien ve vlgc xay dvng tieu chu in quoc t8 IS0 ve he

th6ng quan ly. gom ca n h h g tin tVc ve viec ap dung cac tieu chu in nay clja cac t6 chGc khac nhau tr&n

toan th6 gilvi. S3n cb tiu Ban Thw ky trung tam ([email protected]).