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QU?N?L??CH?T?L??NG S?N?PH?M CH?T?L??NG?S?N?PH?M TS.?NGUY?N?V?N?MINH KHOA?QU?N?TR??KINH?DOANH ??I?H?C?NGO?I?TH??NG
Ch?t?l??ng?s?n?ph?m I. II. III. IV. V. VI. VII. Kh¨¢i?qu¨¢t?chung Y¨ºu?c?u???i?v?i?ch?t?l??ng?SP Ch??ti¨ºu?ch?t?l??ng Qu¨¢?tr¨¬nh?h¨¬nh?th¨¤nh?ch?t?l??ng C¨¢c?y?u?t???nh?h??ng?t?i?ch?t?l??ng Chi?ph¨ª?ch?t?l??ng M?t?s??b¨¤i?h?c?kinh?nghi?m ??Nguy?n?V?n?Minh,?2007 Quality?Management 2
Ch?t?l??ng?s?n?ph?m Kh¨¢i?qu¨¢t?chung 1.1.?Kh¨¢i?ni?m ? ??t?v?n??? I. ? ? Theo?b?n?m?t?ho?t???ng?(qu¨¢?tr¨¬nh,?SP,?t??ch?c)?nh??th??n¨¤o?g?i?l¨¤? c¨®?ch?t?l??ng? Ch?t?l??ng?v¨¤?ch?t?l??ng?s?n?ph?m?c¨®?g¨¬?kh¨¢c?nhau? Trong?nh?ng?kh¨¢i?ni?m?d??i???y?v??ch?t?l??ng,?n?u?ph?i?ch?n?m?t? th¨¬?b?n?s??ch?n?KN?n¨¤o? ? ? ? ? ? ? ? Ch?t?l??ng?l¨¤?s??tuy?t?v?i,?ho¨¤n?h?o Ch?t?l??ng?l¨¤?si¨ºu?b?n Ch?t?l??ng?l¨¤??¨¢p??ng????c?ch?c?n?ng?v¨¤?c?ng?d?ng Ch?t?l??ng?l¨¤?s??ph¨´?h?p?v?i?y¨ºu?c?u?s??d?ng?v¨¤?m?c??¨ªch?s??d?ng? (Joseph?Juran) Ch?t?l??ng?l¨¤?s??ph¨´?h?p?v?i?y¨ºu?c?u?c?a?ng??i?ti¨ºu?d¨´ng?(Philip? Crosby). Ch?t?l??ng?l¨¤?to¨¤n?b??c¨¢c???c?t¨ªnh?c?a?SP?l¨¤m?th?a?m?n?y¨ºu?c?u???? ???ra. ??Nguy?n?V?n?Minh,?2007 Quality?Management 3
Ch?t?l??ng?s?n?ph?m 1.1.?Kh¨¢i?ni?m ? Nh?n?x¨¦t:?c¨¢c?KN?tr¨ºn?c¨®?th??chia?l¨¤m?2?nh¨®m ? ? ? Nh¨®m?1:?Ch¨²?tr?ng?v¨¤o?b?n?th?n?c¨¢c???i?t??ng?kh?o?s¨¢t?(SP,?t?? ch?c,?qui?tr¨¬nh)?¨C?b?n,?c?ng?d?ng,?t¨ªnh?n?ng Nh¨®m?2:?Ch¨²?tr?ng?t?i?nhu?c?u?c?a?ng??i?s??d?ng. V¨¬?sao?l?i?c¨®?s??chuy?n???i?tr?ng?t?m?n¨¤y? Tr¨¬nh????ph¨¢t? tri?n?c?a?n?n?kinh?t? (ph??ng?ti?n,?t??li?u, T??duy?kinh?t?) Nh¨¤?s?n?xu?t Th??tr??ng Quan??i?m V??ch?t?l??ng Ng??i?ti¨ºu?d¨´ng ??Nguy?n?V?n?Minh,?2007 Quality?Management 4
Ch?t?l??ng?s?n?ph?m 1.1.?Kh¨¢i?ni?m ? C¨¢c?giai??o?n?ph¨¢t?tri?n?trong?quan??i?m?QLCL Tr¨¬nh????c?a? n?n?KT Nh¨¤?s?n? xu?t Ng??i?ti¨ºu? d¨´ng Th??tr??ng Quan??i?m? v??ch?t? l??ng N?n?KT? C?nh?tranh? c?ng?nghi?p? b?ng?s?? ph¨¢t?tri?n l??ng? sp/1?v? ngu?n?l?c Y¨ºu?c?u? ch?t?l??ng? ph?i:?b?n,? c¨®?gi¨¢?tr??s?? d?ng?cao Th??tr??ng? c?a?ng??i? b¨¢n (thi?u?cung) CL?l¨¤?ph¨´? h?p?v?i?ch?c? n?ng,??c?ng? d?ng?c?a? SP ??Nguy?n?V?n?Minh,?2007 Quality?Management Giai??o?n?tr??c?n?m?1970 5
Ch?t?l??ng?s?n?ph?m 1.1.?Kh¨¢i?ni?m ? C¨¢c?giai??o?n?ph¨¢t?tri?n?trong?quan??i?m?QLCL Tr¨¬nh????c?a? n?n?KT Nh¨¤?s?n? xu?t Ng??i?ti¨ºu? d¨´ng Th??tr??ng Quan??i?m? v??ch?t? l??ng Th??tr??ng? c?a?ng??i? mua?(th?a? cung) Ph¨´?h?p?v?i? y¨ºu?c?u?c?a? ng??i?ti¨ºu? d¨´ng Giai??o?n?t??n?m?1970??cu?i?TK?20 N?n?KT? SX?nhi?u? c?ng?nghi?p? lo?i?h¨¬nh?SP? ph¨¢t?tri?n?t?i? kh¨¢c?nhau ??nh??i?m Y¨ºu?c?u? ch?t?l??ng?¨C? k?t?h?p?h¨¤i? h¨°a?gi?a:? ??p?gi¨¢?c?? c?ng?d?ng ??Nguy?n?V?n?Minh,?2007 Quality?Management 6
Ch?t?l??ng?s?n?ph?m 1.1.?Kh¨¢i?ni?m ? C¨¢c?giai??o?n?ph¨¢t?tri?n?trong?quan??i?m?QLCL Tr¨¬nh????c?a? n?n?KT Nh¨¤?s?n?xu?t Ng??i?ti¨ºu? d¨´ng Th??tr??ng Quan??i?m?v?? ch?t?l??ng Y¨ºu?c?u?ch?t? l??ng?¨C?k?t?h?p? h¨¤i?h¨°a?gi?a:? h?p?th?i?gi¨¢?c?? c?ng?d?ng?+? th?a?m?n?nhu? c?u?ti?m??n Th??tr??ng?thay? ??i?li¨ºn?t?c?d?a? tr¨ºn?tri?th?c?v¨¤? th?ng?tin Ph¨´?h?p?v?i?y/c? c?a?ng??i?ti¨ºu? d¨´ng+???nh? h??ng?nhu?c?u Giai??o?n?hi?n?nay?(th??k??21) N?n?kinh?t?? h?u?c?ng? nghi?p?(Kinh?t?? tri?th?c) SX?nhi?u?lo?i? h¨¬nh?SP?kh¨¢c? nhau?+?t?o?SP? ??nh?h??ng?nhu? c?u ??Nguy?n?V?n?Minh,?2007 Quality?Management 7
Ch?t?l??ng?s?n?ph?m ? K?t?lu?n: ? ? ? Ch?t?l??ng?l¨¤?t?p?h?p?c¨¢c???c?t¨ªnh?c?a?m?t???i?t??ng? c¨®?kh??n?ng?th?a?m?n?nhu?c?u????c¨®?ho?c??ang?ti?m? ?n?(ISO?8402:1999). Ch?t?l??ng?l¨¤?t?p?h?p?c¨¢c???c?t¨ªnh??¨¢p??ng?y¨ºu?c?u? (ISO?9000:?2000). L?u??: ? ? Kh¨¢i?ni?m???i?t??ng?????y????c?hi?u?bao?g?m:?s?n? ph?m,?ho?t???ng,?t??ch?c,?qu¨¢?tr¨¬nh. Nhu?c?u????c?hi?u?l¨¤?nhu?c?u?hi?n?t?i?v¨¤?nh?ng?nhu? c?u?ti?m??n. ??Nguy?n?V?n?Minh,?2007 Quality?Management 8
Ch?t?l??ng?s?n?ph?m 2.1.?M?t?s??l?u???xung?quanh?kh¨¢i?ni?m ? CLSP?l¨¤?s??t?ng?h?p?c¨¢c???c?t¨ªnh?c?a?SP??¨®:?k??thu?t,?kinh?t??v¨¤? th?m?m?. ? SP?c¨®?ch?t?l??ng?l¨¤?SP?ph?i?th?a?m?n?y¨ºu?c?u?c?a?ng??i?ti¨ºu?d¨´ng.? Y¨ºu?c?u?c?a?ng??i?ti¨ºu?d¨´ng?r?t??a?d?ng?v¨¤?lu?n?bi?n???i,?v¨¬?v?y? CLSP?ph?i?lu?n????c?c?i?ti?n?cho?ph¨´?h?p. ? SP?c¨®?ch?t?l??ng?l¨¤?SP?kh?ng?ch??th?a?m?n????c?nhu?c?u?hi?n?t?i?c?a? KH?m¨¤?c¨°n?t?o????c???nh?h??ng?ti¨ºu?d¨´ng?trong?t??ng?lai. ? Ch?t?l??ng?SP?mang?t¨ªnh?t??ng???i: ? ? ? T??ng???i?v??th?i?gian:?v¨°ng???i?c?a?SP?lu?n????c?r¨²t?ng?n,?SP?nhanh? ch¨®ng?l?c?h?u. T??ng???i?v??kh?ng?gian:?t?t???v??tr¨ª?n¨¤y?nh?ng?kh?ng?t?t???v??tr¨ª???a?l?? kh¨¢c. CLSP?v?a?c??th??v?a?tr?u?t??ng:?c??th??th?ng?qua?c¨¢c?th?ng?s??k?? thu?t.?Tr?u?t??ng:?v????p,?t¨ªnh?h¨¤i?h¨°a¡­ ??Nguy?n?V?n?Minh,?2007 Quality?Management 9
Ch?t?l??ng?s?n?ph?m 3.1.?C¨¢c?y?u?t??c??b?n?t?o?n¨ºn?CLSP ? Gi¨¢?c?:?h?p?l?,?k?t?h?p?h¨¤i?h¨°a?v?i?c?ng?d?ng ? Th?i?gian:?cung?c?p?k?p?th?i,??¨²ng?l¨²c ? D?ch?v?:?d?ch?v???i?k¨¨m?tr??c?v¨¤?sau?b¨¢n?h¨¤ng ? An?to¨¤n:?SP?an?to¨¤n???m?b?o?quy?n?l?i?c?a?ng??i? ti¨ºu?d¨´ng. ? Qui?t?c?3P?¨C?Performance,?Perfectigil?(hi?u?n?ng);? Price?(gi¨¢?c?);?Punctuality?(k?p?th?i).? ? Qui?t?c?QCDSS:?Quality?¨C?Cost???Delivery?Timing? ¨C?Service?¨C?Safety. ??Nguy?n?V?n?Minh,?2007 Quality?Management 10
Ch?t?l??ng?s?n?ph?m Y¨ºu?c?u???i?v?i?ch?t?l??ng?SP 2.1.?S?n?ph?m?ph?i?h?p?ph¨¢p ? SP?ph?i?ph¨´?h?p?v?i?quy???nh?c?a?ph¨¢p?lu?t. ? DN?s?n?xu?t?ph?i?c¨®???y????t??c¨¢ch?ph¨¢p?nh?n,????c?ph¨¦p? SX.? ? Kh?ng????c?vi?ph?m?quy?n?s??h?u?tr¨ª?tu??v??nh?n,?nh?n? hi?u?SP. ? V¨ª?d?:??? ? Honda:?b??l¨¤m?gi??TB?500xe/n?m ? N?n?r??u?ngo?i?gi? ? TP.HCM:?K¨ªnh?m?t?SG?ch¨ªnh?th?c?ch??c¨®?3?c?a?h¨¤ng?¨C?tr¨ºn? th?c?t??c¨®?t?i?100?c?a?h¨¤ng?c¨´ng?t¨ºn. ? H¨¤?N?i:?kh?ng?th??bi?t???u?l¨¤?qu¨¢n??¨ªch?th?c?c?a?c¨¢c? th??ng?hi?u:?B¨¢nh???u?xanh?R?ng?V¨¤ng,?Ph??Th¨¬n,?b¨¢nh? gai?B¨¤?Thi,?qu¨¢n??n??ng?gi¨¤.? I. ??Nguy?n?V?n?Minh,?2007 Quality?Management 11
Ch?t?l??ng?s?n?ph?m 2.2.?S?n?ph?m?ph?i?an?to¨¤n ? SP?c¨®?nguy?c???nh?h??ng?t?i?s?c?kh?e?c?a?ng??i?ti¨ºu?d¨´ng? ??u????c?xem?l¨¤?SP?kh?ng?an?to¨¤n. ? Nh¨¤?SX?ph?i???th?c????c?tr¨¢ch?nhi?m?tr??c?SP?c?a?m¨¬nh,? ch?u?b?i?th??ng?thi?t?h?i?do?SP?g?y?ra. ? SP?kh?ng?an?t¨°an?s??g?y?h?u?qu??nghi¨ºm?tr?ng?c??v??v?t? ch?t?(??n?b¨´)?l?n?tinh?th?n?(m?t?uy?t¨ªn)?cho?nh¨¤?SX. ? V¨ª?d?:????? ? 1996?¨C?Nissan?thu?h?i?1,04?tr?xe???t??v¨¬?l?i ? 10?2005:?Toyota?thu?h?i?1,27tr?xe?v¨¬?ph¨¢t?hi?n?l?i???b??ph?n? truy?n???ng. ? 2006:?Deawoo?thu?h?i?1,5?tr?chi?c?Magnus?v¨¬?l?i?k??thu?t? b¨¢nh?l¨¢i. ??Nguy?n?V?n?Minh,?2007 Quality?Management 12
Ch?t?l??ng?s?n?ph?m 2.3.?S?n?ph?m?ph?i?b?o???m?t¨ªnh?th?m?m? ? SP?ph?i?h¨¤i?h¨°a?gi?a?c?ng?d?ng,?h¨¬nh?d¨¢ng,? m¨¤u?s?c,?t?o?s??h¨¤i?l¨°ng?cho?ng??i?s??d?ng. ? Gi¨¢?tr??th?m?m??v¨¤?h?p?th?i?trang?ng¨¤y?nay?l¨¤? m?t?trong?nh?ng?ti¨ºu?ch¨ª?quan?tr?ng?nh?t???? ng??i?ti¨ºu?d¨´ng??¨¢nh?gi¨¢?v¨¤?l?c?ch?n?SP. ? V¨ª?d?:????? ? S??thay???i?c?a??TD??trong?th?i?gian?qua. ??Nguy?n?V?n?Minh,?2007 Quality?Management 13
Ch?t?l??ng?s?n?ph?m 2.4.?S?n?ph?m?ph?i?b?o???m?ch?c?n?ng,?c?ng? d?ng ? SP?ph?i??¨¢p??ng??¨²ng?y¨ºu?c?u,?ti?n?d?ng? khi?d¨´ng?v¨¤???m?b?o?ch?t?l??ng?trong? th?i?h?n?s??d?ng. ? V¨ª?d?:??? ??Nguy?n?V?n?Minh,?2007 Quality?Management 14
Ch?t?l??ng?s?n?ph?m 2.5.?S?n?ph?m?ph?i?b?o???m?t¨ªnh?kinh?t? ? T¨ªnh?kinh?t????i?v?i?nh¨¤?SX: ? ? Chi?ph¨ª?SX?th?p??gi¨¢?th¨¤nh?r?. NSX?ph?i?lu?n?c?i?ti?n?PP?qu?n?l?,?t¨¬m?ki?m?v¨¤???u?t?? ph¨¢t?tri?n?c?ng?ngh??m?i. T¨ªnh?KT???i?v?i?ng??i?ti¨ºu?d¨´ng: ? ? ? ? Chi?ph¨ª?s??d?ng?th?p ?em?l?i?nhi?u?l?i?¨ªch?cho?c?ng???ng:?kh?ng?g?y??? nhi?m?m?i?tr??ng,?t?o??nh?h??ng?t?t?trong???i?s?ng? c?a?ng??i?ti¨ºu?d¨´ng?(??c?bi?t?l¨¤?c¨¢c?DV). V¨ª?d?:????? ??Nguy?n?V?n?Minh,?2007 Quality?Management 15
Ch?t?l??ng?s?n?ph?m 2.6.?Ch?t?l??ng?s?n?ph?m?ph?i?do?ng??i?ti¨ºu? d¨´ng?quy?t???nh I. Ch??ti¨ºu?ch?t?l??ng (T????c?gi¨¢o?tr¨¬nh?[1,?tr.?34?40]) L?u???c¨¢c?kh¨¢i?ni?m?sau: ? Ch??ti¨ºu?ch?t?l??ng?l¨¤?g¨¬? ? Ph?n?lo?i?ch??ti¨ºu?ch?t?l??ng. ? C¨¢c?ch??ti¨ºu??¨¢nh?gi¨¢?ch?t?l??ng?d?ch?v?. ??Nguy?n?V?n?Minh,?2007 Quality?Management 16
Ch?t?l??ng?s?n?ph?m Qu¨¢?tr¨¬nh?h¨¬nh?th¨¤nh?ch?t?l??ng 4.1.?Kh¨¢i?ni?m ? Qu¨¢?tr¨¬nh?h¨¬nh?th¨¤nh?CLSP?l¨¤?m?t?qu¨¢?tr¨¬nh? t?ng?h?p,?g?n?li?n?v?i?qu¨¢?tr¨¬nh?t?o?SP?v¨¤?k¨¦o? d¨¤i?su?t?qu?ng???i?c?a?SP. ? CLSP?ph??thu?c?v¨¤o?ch?t?l??ng?c?a?4?giai??o?n? ch¨ªnh:?1)nghi¨ºn?c?u?nhu?c?u?th??tr??ng;?2)?thi?t? k??SP;?3)?s?n?xu?t?v¨¤?4)?l?u?th?ng?v¨¤?s??d?ng? SP. I. ??Nguy?n?V?n?Minh,?2007 Quality?Management 17
Ch?t?l??ng?s?n?ph?m 4.2.?V¨°ng?ch?t?l??ng NGHI?N?C?U? TH??TR??NG TI?U?TH? ??Nguy?n?V?n?Minh,?2007 THI?T?K? S?N?Xu?T Quality?Management 18
Ch?t?l??ng?s?n?ph?m 4.2.?V¨°ng?ch?t?l??ng Marketing Thi?t?k? L?p?KH?SX Thanh?l? Kh¨¢ch? h¨¤ng B?o?h¨¤nh H??tr?? k??thu?t Ng??i? ti¨ºu?th? V?n?chuy?n,? l?p???t ??Nguy?n?V?n?Minh,?2007 Ng??i SX Nh¨¤? cung? ?ng S?n?xu?t Ki?m?tra,? th??nghi?m ?¨®ng?g¨®i,?l?u?kho Ph?n?ph?i Quality?Management 19
Ch?t?l??ng?s?n?ph?m 4.3.?Ti¨ºu?ch¨ª??¨¢nh?gi¨¢?CLSP STT 1 Nh¨®m?ti¨ºu?ch¨ª Ti¨ºu?ch¨ª??¨¢nh?gi¨¢ Ch?t?l??ng?nghi¨ºn?c?u?th?? tr??ng -Ch?t?l??ng???t??ng?kinh?doanh -Ch?t?l??ng?x¨¢c???nh?th??tr??ng?m?c?ti¨ºu -Ch?t?l??ng?l??ng?h¨®a????l?n?th??tr??ng -??nh?v??s?n?ph?m 2 Ch?t?l??ng?thi?t?k? -M?c????s¨¢ng?t?o,???c??¨¢o -T¨ªnh?n?ng?k??thu?t -Gi¨¢?tr??th?m?m? 3 Ch?t?l??ng?SX -C?ng?ngh? -Qui?tr¨¬nh -H??th?ng?qu?n?l? 4 Ch?t?l??ng?s??d?ng -M?c????ph¨´?h?p -Kh??n?ng?duy?tr¨¬?ch?t?l??ng -Gi¨¢?tr??s??d?ng 5 Ch?t?l??ng?d?ch?v? ??Nguy?n?V?n?Minh,?2007 -N?ng?l?c??¨¢p??ng?nhu?c?u -M?c????trung?th?c,?tin?c?y -Kh??n?ng???m?b?o?ch?t?l??ng,?th?i?gian Quality?Management 20

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