(LUẬN VĂN THẠC SĨ) Nâng cao hiệu quả của hệ thống quản lý chất lượng ISO 90012015 ở các công ty sản xuất bia thuộc HABECO

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - DƯƠNG THỊ VIỆT NGA IMPROVING THE EFFICIENCY OF QUALITY MANAGEMENT SYSTEM ISO 9001:2015 IN HABECO BREWERIES NÂNG CAO HIỆU QUẢ CỦA HỆ THỐNG QUẢN LÝ CHẤT LƯỢNG ISO 9001:2015 Ở CÁC CÔNG TY SẢN XUẤT BIA THUỘC HABECO LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2019 TIEU LUAN MOI download : skknchat@gmail.com ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - DƯƠNG THỊ VIỆT NGA IMPROVING THE EFFICIENCY OF QUALITY MANAGEMENT SYSTEM ISO 9001:2015 IN HABECO BREWERIES NÂNG CAO HIỆU QUẢ CỦA HỆ THỐNG QUẢN LÝ CHẤT LƯỢNG ISO 9001:2015 Ở CÁC CÔNG TY SẢN XUẤT BIA THUỘC HABECO Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS TRẦN HUY PHƯƠNG HÀ NỘI - 2019 TIEU LUAN MOI download : skknchat@gmail.com DECLARATION The author confirms that the research outcome in the thesis is the result of author’s independent work during study and research period and it is not yet published in other’s research and article The other’s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration Date………………………… Author Duong Thi Viet Nga TIEU LUAN MOI download : skknchat@gmail.com ACKNOWLEDGEMENT First of all, I would like to thank HSB leaders, teachers, staffs who gave me many useful helps throughout my graduate studies and graduation thesis In particular, I would like to express my special thanks to Dr Tran Huy Phuong for his valuable guidance, scholarly inputs and consistent encouragement throughout the implementation of my thesis research I also sincerely thank all leaders, managers, employees in Hanoi Beer Alcohol Beverage Joint Stock Corporation, Habeco member companies, especially my ISO department colleagues for all kindly helps in providing information, creating conditions and spending their precious time for me to complete my research work Furthermore, completion of my master thesis was possible with the constant support of my ISO specialists, especially Mr Mai Huu Tuyen, for their practical advices and comments at any time I need helps I would like to express my sincere gratitude to all of them Finally, I would like to give my thanks and love to my parents, husband and children for their love, support and sacrifices during my study and doing my master thesis With the help from many sides, I have made great efforts to complete the thesis on time and in the best way However, due to limitations in information and knowledge, my thesis could not avoid some shortcomings Therefore, I am very grateful to receive the sympathy, contributions from my teachers and HSB science council to make my master thesis become better TIEU LUAN MOI download : skknchat@gmail.com CONTENT ABBREVIATIONS i LIST OF FIGURES ii LIST OF TABLES iii TITLE CHAPTER CHAPTER 1: THEORETICAL BACKGROUND ON IMPROVEMENT OF THE EFFICIENCY OF QUALITY MANAGEMENT SYSTEM ISO 9001:2015 1.1 Concepts of ISO systems and ISO 9001:2015 1.1.1 Overview of ISO systems 1.1.2 Principles of 9001:2015 ISO system 1.1.3 Expected benefits of ISO 9001:2015 system 17 1.2 Efficiency of applying ISO 9001:2015 in enterprises 18 1.2.1 Definition of efficiency 18 1.2.2 Criteria to measure the efficiency of ISO 9001:2015 system 18 1.2.3 Factors influencing the efficiency of ISO 9001: 2015 system 20 CHAPTER 2: THE REAL SITUATION OF ISO 9001:2015 SYSTEMS IN SOME HABECO BREWERIES 24 2.1 Introduction of Habeco Corporation 24 2.1.1 History of Habeco Corporation 24 2.1.2 Vision and mission of Habeco Corporation 25 2.1.3 Habeco product introduction 26 2.2 Evaluation of the ISO 9001:2015 efficiency in Habeco breweries 27 2.2.1 The context of Habeco head quarter and its breweries 27 2.2.2 The real situation of applying ISO 9001: 2015 in some Habeco breweries 29 2.2.3 Evaluation of factors affecting ISO 9001 performance 41 CHAPTER 3: SOLUTIONS FOR IMPROVING THE EFFICIENCY OF ISO 9001 IN HABECO BREWERIES 50 3.1 Habeco’s future directions for development 50 3.2 Solutions for improving the efficiency of ISO 9001:2015 in Habeco group 50 3.2.1 Organization of training courses for Habeco group 51 3.2.2 Establishment of a common ISO 9001:2015 system for Habeco Corporation 53 3.2.3 Establishment of a software to control Habeco ISO 9001:2015 system 60 TIEU LUAN MOI download : skknchat@gmail.com CONCLUSIONS 66 REFERENCES 67 APPENDICES 72 APPENDIX 72 APPENDIX 73 APPENDIX 77 APPENDIX 78 APPENDIX 79 APPENDIX 81 TIEU LUAN MOI download : skknchat@gmail.com ABBREVIATIONS No Abbreviations Original meanings ISO International Organization for Standardization Habeco Hanoi Beer Alcohol Beverage Joint Stock Corporation JSC Joint Stock Company LTD Limited Company HHT Hanoi – Hoanghoatham Brewery ML Hanoi – Melinh Brewery HQ KB Hanoi - Kimbai Beer Joint Stock Company TB Hanoi - Thaibinh Beer Joint Stock Company 10 HHP Habeco Haiphong Beer Joint Stock Company 11 ID 12 NA Hanoi - Nghean Beer Joint Stock Company 13 QB Hanoi - Quangbinh Beer Joint Stock Company 14 QT Hanoi - Quangtri Beer Joint Stock Company 15 ND Hanoi - Namdinh Beer Joint Stock Company 16 TH Thanhhoa Beer Joint Stock Company 17 HP Hanoi - Haiphong Beer Joint Stock Company 18 HH Hanoi - Hongha Beer Joint Stock Company 19 HD Hanoi - Haiduong Beer Joint Stock Company 20 T89 Trading 89 Beer Joint Stock Company 21 DEPT Department 22 MAN Management 23 QMR Quality Management Representative Habeco Headquarter + Hanoi – Hoanghoatham Brewery + Hanoi – Melinh Brewery Hanoi Beer - Alcohol - Beverage Investment and Development Joint Stock Company i TIEU LUAN MOI download : skknchat@gmail.com LIST OF FIGURES Figure 1.1: Representation of the structure of ISO 9001:2015 in the PDCA cycle 14 Figure 1.2: QMS 9001:2015 levels of documentation 15 Figure 2.1: Labor productivity in Habeco groups 31 Figure 2.2: Number of customer complaints on canned and bottled beers 32 Figure 2.3: Comparison of returned product ratios in Habeco companies 33 Figure 2.4: Assessment of satisfaction in ISO 9001 application 34 Figure 2.5: ISO system structures in Habeco group 35 Figure 2.6: The use of outdated documents in Habeco members 36 Figure 2.7: Time for giving out solutions for non-conformities and prevention actions 38 Figure 2.8: Documented non-conformities in Habeco group 39 Figure 2.9: Types of documented non-conformities in Habeco Head quarter 40 Figure 2.10: The general evaluation of ISO 9001 efficiency in Habeco group 41 Figure 2.11: Driving force to get ISO 9001 42 Figure 2.12: Top management commitment evaluation in Habeco group 43 Figure 2.13: Evaluation of documents relating on customer focus 44 Figure 2.14: Evaluation of context understanding in member companies 44 Figure 2.15: Continuous improvements in Habeco group 46 Figure 2.16: Internal auditor composition in Habeco group 48 Figure 3.1: Five-layer ISO structure 54 Figure 3.2: User decentralization in Habeco group 61 Figure 3.3: Management of changes in ISO documents 63 Figure 3.4: Suggested new procedure to make non- conformity and prevention report 65 ii TIEU LUAN MOI download : skknchat@gmail.com LIST OF TABLES Table 1.1: PDCA application in ISO 9001 12 Table 1.2: Risk matrix based on ISO 31010 (ISO 31010, 2009) 14 Table 1.3: The differences between ISO 9001:2015 to ISO 9001:2008 16 Table 2.1: ISO standards in Habeco member companies 28 Table 2.2: Time needed for giving out solutions for preventive actions 37 Table 2.3: Time needed for giving out solutions for non-conformities 38 Table 2.4: Consultants of ISO 9001 in Habeco group 46 Table 3.1: Steps for improving the efficiency of ISO 9001:2015 in Habeco groups 51 Table 3.2: Abbreviations of documents and method of usages 54 Table 3.3: Amendments of head quarter ISO documents 55 Table 3.4: Abbreviations of compilation breweries/companies/departments in Habeco group 57 Table 3.5: Document issuance in Habeco head quarter 58 Table 3.6: Document issuance in Hanoi – Melinh and Hoanghoatham Breweries 58 Table 3.7: Document issuance in member companies 59 Table 3.8: Internal auditor groups 60 Table 3.9: Functions of departments in head quarter, breweries and companies 62 iii TIEU LUAN MOI download : skknchat@gmail.com TITLE CHAPTER Name of the thesis in Vietnamese: ―Nâng cao hiệu hệ thống quản lý chất lượng ISO 9001:2015 công ty sản xuất bia thuộc HABECO‖ Name of the thesis in English: ―Improving the Efficiency of Quality Management System ISO 9001:2015 in Habeco Breweries‖ Rationale Hanoi Beer Alcohol Beverage Joint Stock Corporation (Habeco) is the third largest beer company in Vietnam Being fully aware of the important role of ISO 9001 in production and business, the head quarter has developed and applied the quality management system ISO 9001 since January 2002 This can be considered as an "entry visa" for the company's products to penetrate, affirm its position in the market However, Habeco currently has approximately 13 member companies, producing a variety of products like Bia Hoi Ha Noi (draught beer), bottle and can beers Each company has built its own ISO 9001 system suitable for its company Of all 13 companies, 10 companies have being applied ISO 9001 both version 9001:2008 and 9001:2015; companies applied ISO 9001 but did not get certificate, company obtained ISO 9001 certification in 2012 but did not go through surveillance and recertification audits It is stated that getting an ISO certificate is not a difficult task, but maintaining and promoting the effect, its efficiency are very difficult It is more and more difficult to integrate 13 ISO 9001 systems into head quarter to better the quality management of the same products It requires a lot of effort from all members of not only Habeco head quarter but also every member companies Belows are some drawbacks of the ISO 9001 systems of member companies:  Diversified ISO system structures due to differences in hiring consultant and certification companies: The level system (Handbook – Procedures – Operational Documents – Records) is currently used in Habeco head quarter and some member companies However, some others have built systems with the integrated level and documents The unsimilarity in ISO systems make it difficult for the ISO department in Habeco head quarter to control and integrate all separated systems  Different ways of ISO 9001 contruction causes the use of outdated documents: Some companies in Habeco group considered Habeco issued documents as external documents that they have to follow Some have converted these documents into their internal documents by rewriting and adding some small changes This leads to TIEU LUAN MOI download : skknchat@gmail.com Perceptions of Benefits Received International Journal of Quality & Reliability Management 14 (7): 650-660 29 Kaziliunas, A (2008) Problems of Auditing Using Quality Management Systems for Sustainable Development of Organizations Technological and Economic Development of Economy: Baltic Journal on Sustainability 14 (1): 64-75 30 Laszlo, G P (1997) The Role of Quality Cost in TQM Business Excellence: Proceedings of the Second International Conference on ISO 9000 and Total Quality Management, Luton, University of Luton 128-129 31 Lee, P K C., V M To and B T W Yu (2009) The Implementation and Performance Outcomes of ISO 9000 in Service Organizations: An Empirical Taxonomy International Journal of Quality & Reliability Management 26 (7): 657-670 32 Levene, D I and M W Toffel (2010) Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affect Employees and Employers Management Science 56 (6): 978-996 33 Levine, D I and M W Toffel (2010) Quality Management and Job Quality: How the ISO 9001 Standard for Quality Management Systems Affects Employees and Employers Management Science 56 (6): 978-996 34 Llopis, J and J J Tari (2003) The Importance of Internal Aspects in Quality Improvement International Journal of Quality & Reliability Management 20 (3): 304-324 35 Longman Dictionary of Contemporary English (2018) "Efficiency." from www.ldoceonline.com 36 Magd, H A E (2006) An Investigation of ISO 9000 Adoption in Saudi Arabia Managerial Auditing Journal 21 (2): 132-147 37 Magd, H A E (2008) ISO 9001:2008 in the Egyptian Manufacturing Sector: Perceptions and Perspectives International Journal of Quality & Reliability Management 25 (2): 173-200 38 Mc Adam, R (2002) A Sectoral Study of ISO 9000 and TQM Transitions: the UK and Irish Brewing Sector Integrated Manufacturing Systems 13 (4): 255-263 69 TIEU LUAN MOI download : skknchat@gmail.com 39 McLachlan, V N (1996) In Praise of ISO 9000 The TQM Magazine (3): 21-23 40 Nanda, V (2005) Quality Management System Handbook for Product Development Companies, CRC Press 41 Naveh, E and M Erez (2006) Innovation and Attention to Detail in the Quality Improvement Paradigm Management Science 50 (11): 1576-1586 42 Pan, J N (2003) A Comparative Study on Motivation for and Experience with ISO 9000 and ISO 14000 Certification among Far Eastern Countries Industrial management & Data Systems 103 (8): 564-578 43 Penson, R C (1997) The Application of ISO 9000 in Services Industries Business Excellence: Proceedings of the Second International Conference on ISO 9000 and Total Quality Management, Luton, University of Luton 387-392 44 Polsinska, B., J J Dahlgaard and J A E Eklund (2006) From Compliance to Value-added Auditing-Experiences from Swedish ISO 9001:2000 Certified Organizations Total Quality Management & Business Excellence 17 (7): 879892 45 Power, M (2003) Evaluating the Audit Explosion Law and Policy 25 (3): 185202 46 Promas, E L (2010) Critical Factors for Effective Implementation of ISO 9001 in SME Service Companies Managing Service Quality 20 (5): 440-457 47 Quazi, H and R Jakobs (2004) Impact of ISO 9000 Certification on Training and Development Activities International Journal of Quality & Reliability Management 21 (5): 497-517 48 Rajendran, M and S R Devadasan (2005) Quality Audits: Their Status, Prowess and Future Focus Managerial Auditing Journal 20 (4): 364-382 49 Reid, R D (2002) Tips for Automotive Auditors Quality Progress 37 (5): 72-75 50 Remenyl , D., B Williams, A Money and E Swartz (1998) Research in Business and Management London, Sage 51 Rogers, M (1998) The Definition and Measurement of Productivity Melbourne Institute Working Paper 70 TIEU LUAN MOI download : skknchat@gmail.com 52 Ruzevieius, J., R Adomaitiene and J Sirvidaite (2004) Motivation and Efficiency of Quality Management Systems Implementation: A Study of Lithuanian Organizations Total Quality Management & Business Excellence 15 (2): 173189 53 Sampaio, P., P Saraiva and A G Rodrigues (2009) ISO 9001 Certiffication Research: Questions, Answers and Approaches International Journal of Quality & Reliability Management 26 (1) 54 SEPSU (1994) UK Quality Management - Policy Options Royal Society and Royal Academy of Engineering, London, Policy Study 10: 1-99 55 Su, H C., S Dhanorkar and K Linderman (2015) A Competitive Advantage from the Implementation Timing of ISO Management Standards Journal of Operations Management 37 (31-44) 56 Subba, R., T S Ragu-Nathan and L E Solis (1997) Does ISO 9000 Have an Effect on Quality Management Practices? An International Empirical Study Total Quality Management (6): 335 - 346 57 Vavra, T G (2002) Customer Satisfaction Measurement Simplified - A Step-bystep Guide for ISO 9000:2000 Certification Milwaukee, Wisconsin, ASQ Quality Press 58 WebFinance Inc (2018) "Business Dictionary." from http://www.businessdictionary.com/definition/efficiency.html 59 Williams, J A (2004) The Impact of Motivating Factors on Implementation of ISO 9001:2000 Registration Process Management Research News 27 (1/2): 7484 60 Zeng, S X (2007) Overcoming Barriers to Sustainable Implementation of the ISO 9001 System Managerial Auditing Journal 22 (3): 244-254 71 TIEU LUAN MOI download : skknchat@gmail.com APPENDICES APPENDIX Habeco Organization Chart SUBSIDIARIES ANNUAL GENERAL MEETING HABECO TRADING ONE MEMBER LIMITED COMPANY BOARD OF MANAGEMENT HANOI - QUANGTRI BEER JSC BOARD OF SUPERVISOR HANOI BEER - ALCOHOL - BEVERAGE INVESTMENT AND DEVELOPMENT JSC BEER GENERAL DIRECTOR - ALCOHOL - BEVERAGE PACKAGING JSC HABECO – HAIPHONG BEER JSC HANOI - THAIBINH BEER JSC HANOI - HAIPHONG BEER JSC VICE GENERAL DIRECTORS HABECO PACKAGING JSC HANOI BEER TRADING JSC 10 THANHHOA BEER JSC 11 HANOI - HAIDUONG BEER JSC 12 HANOI LIQUOR JSC OFFICE OF HR BOARD DEPT OFFICE OF BOARD OF DIRECTORS OF MAN QA INVESTMENT PLANNING PROCUREMENT DEPT DEPT DEPT DEPT FINANCE & ACCOUNTING DEPT MARKETTING TECHNICAL DEPT DEPT QUALITY MAN DEPT TECHNICAL 13 HANOI – HONGHA BEER JSC INSTITUTE 14 HANOI - HAIPHONG BEER – ALCOHOL - OF BREWING BEVERAGE JSC 15 HANOI - NAMDINH BEER JSC 16 HANOI - NGHEAN BEER JSC 17 HANOI - QUANGBINH BEER JSC ASSOCIATED COMPANIES HAREC INVESTMENT & TRADING JSC HANOI - KIMBAI BEER JSC HOANG HOA ME LINH HABECO TRANSPORTATION JSC THAM BREWERY SAN MIGUEL YAMAMURA HAIPHONG BREWERY GLASS LTD HABECO INVESTMENT $DEVELOPMENT JSC LILAMA REAL ESTATE JSC VINH INDUSTRY UNIVERSITY HANOI – HUNGYEN 89 BEER JSC ADMIN DEPT PLANNING AND PROCUREMENT DEPT ACCOUNTING DEPT TECHNICAL & QUALITY DEPT PROCESSING PACKAGING MAINTAINANCE PLANT PLANT PLANT GENERAL ADMIN DEPT ACCOUNTING DEPT TECHNICAL PRODUCTION & QUALITY PLANT DEPT 72 TIEU LUAN MOI download : skknchat@gmail.com VIETNAM POTTERY & GLASS JSC APPENDIX Interview List of High and Middle Managers No Name Job Title Vuong Toan Nguyen Thi Kieu Chi Nguyen Bich Thuy Vu Thi Minh Hue Nguyen Thi Le Hoa Nguyen Duc Nam Bui Thi Thuy Lanh ISO staff Ngo Manh Linh ISO staff Nguyen Thi Le Thuy Vice Manager 10 Nguyen Thu Hien Employer Vice General Director Head of Quality Management Department Technical Institute of Brewing Hanoi Beer Deputy Head of Human Resource Department Alcohol Beverage Joint Stock Deputy Head of Planning Department Deputy Head of Marketing Corporation Department Head of General Administration Department Head of Technical and Quality Hanoi - Hoanghoatham Brewery 11 Nguyen Duc Khoi 12 Nguyen Nang Hai Nam ISO staff 13 Duong Van Khanh Vice Manager 14 Nguyen Thi Le Hang 15 Hoang Thi Thu Ha 16 Nguyen Ngoc Quang 17 Pham Khanh Ly 18 Pham Van Khanh Director Hanoi - Kimbai 19 Le Van Chinh Vice-Director Beer 20 Do Van Linh Department Head of General Administration Department Head of Technical and Quality Department Hanoi -Melinh Brewery ISO staff Staff of Technical and Quality Department Head of Technical Department and Quality Joint Stock Company 73 TIEU LUAN MOI download : skknchat@gmail.com No Name Job Title 21 Nguyen Van Quan Production Manager 22 Do Huong Lan ISO staff 23 Vu Thanh Liem Director 24 Nguyen Huu Cuong Vice-Director 25 Pham Thi Kim Dung 26 Head of Employer Hanoi Technical and Quality Thaibinh Beer Department Joint Dao Thi Kim Head of Procurement Department Company 27 Do Van Truong Production Manager 28 Le Xuan Anh Vice-Director 29 Ngo Hoang Hai Head of Technical and Quality Department 30 Nguyen Thi Van Anh 31 Dang Quang Chien 32 Head of General Administration Department Stock Habeco Haiphong Beer Joint Stock Company Production Manager ISO staff 33 Nguyen Thu Ha Director Hanoi Beer - 34 Ngo Van Viet Vice-Director Alcohol 35 Nguyen Thanh Hoa 36 Head of Technical and Quality - Beverage Department Investment and Tran Dang Tuan Head of Procurement Department Development 37 Nguyen Xuan Thong Production Manager 38 Nguyen Manh Tung Vice-Director 39 Tran Van Sinh 40 Phan Cong Luong 41 Nguyen Hong Le 42 Dang Thi Quynh An 43 Nguyen Huong Thi Head of Technical Joint Company and Quality Department Deputy Hanoi - Nghean Head of Technical and Quality Department Head of Stock General Beer Joint Stock Administration Company Department Nam ISO staff Hanoi Director - Quangbinh 74 TIEU LUAN MOI download : skknchat@gmail.com No Name Job Title 44 Nguyen Thanh Loc 45 Tran Quang 46 Nguyen Hong Hai Production Manager 47 Nguyen Minh Tuan Director Employer Vice-Director Head of Technical Beer and Quality of Technical and Quality 48 Le Van Bao Khanh Department 49 Phan Thi Thanh Lan Head of Procurement Department 50 Hoang Van Hung ISO staff 51 Dang Quang Thang Director 52 Vu The Tuong Vice-Director Head of Technical 53 Dang Thi Thuy Department 54 Nguyen Huu Toan Production Manager 55 Nguyen Kien Cuong Director 56 Do Truong Giang Vice-Director Head 57 Nguyen Thi Thu Ha of Stock Company Department Head Technical Hanoi Joint Quality Joint and Quality Thanhhoa Beer Company Department 59 Le Minh Trang ISO staff 60 Ta Thu Thuy Director 61 Pham Quoc Khanh Vice-Director of Technical 62 Le Duc Tien Department 63 Dinh Huu Hung Production Manager 64 Le Van Tinh Director 65 Duong Van Hoan Vice-Director Head of Technical Stock Company Deputy Head of Human Resource Le Gia Phu - Namdinh Beer Joint 58 Stock Company Hanoi and - Quangtri Beer Department Head Joint Hanoi and Quality Stock - Haiphong Beer Joint Stock Company Hanoi and Quality 66 Trinh Vu Duc Department 67 Nguyen Tien Hoi Head of Planning and Procurement Hongha Joint Beer Stock Company 75 TIEU LUAN MOI download : skknchat@gmail.com No Name Job Title Employer Department 68 Pham Huy Hoang Production Manager 69 Tran Huy Loan Director 70 Tran Van Ha Vice-Director 71 Dao Van Thong 72 Hoang Thi Bich Ngoc Head of Technical and Quality Department Deputy Head of Technical and Quality Department Head of General 73 Truong Thi Dao 74 Nguyen Ngoc Son Production Manager 75 Nguyen Dang Toan Director Management Hanoi - Haiduong Beer Joint Stock Company Department Head of Technical 76 Pham Viet Ha 77 Nguyen Quang Nghiep Production Manager 78 Nguyen Thi Yen ISO staff Department and Quality Trading Beer 89 Joint Stock Company 76 TIEU LUAN MOI download : skknchat@gmail.com APPENDIX Interview List of ISO 9001 Specialists No Name Job Title Hanoi Operation Manager Mai Huu Tuyen ISO 9001 senior advisor, lecturer for IRCA Lead Auditor Le Sy Trung Pho Duc Tru General Director ISO 9001 senior advisor, lecturer for IRCA Lead Auditor Employer Bureau Veritas Vietnam Tuv Nord Vietnam BSI Vietnam 77 TIEU LUAN MOI download : skknchat@gmail.com APPENDIX List of ISO 9001 Internal Lead Auditors in Habeco No Name Job Title Duong Thi Viet Nga Deputy Head of ISO Department – IRCA Lead Auditor Nguyen Thi Kieu Chi Head of Quality Management Department Vu Thi Minh Hue Deputy Head of Human Resource Department Nguyen Thi Le Hoa Deputy Head of Planning Department Hoang Thi Thu Ha Nguyen Duc Nam Nguyen Thu Hien Bui Thi Thuy Lanh ISO staff - IRCA Lead Auditor Ngo Manh Linh ISO staff - IRCA Lead Auditor Head of Technical and Quality Department - Hanoi – Melinh Brewery Deputy Head of Marketing Department Head of General Management Department, Hanoi – Hoanghoatham Brewery 78 TIEU LUAN MOI download : skknchat@gmail.com APPENDIX Bảng câu hỏi dành cho đối tượng trình khảo sát tính hiệu việc áp dụng hệ thống ISO 9001 TT Ban lãnh đạo TCT/ Trưởng/Phó phịng, Nhà máy/Cơng ty Quản đốc/Phó quản đốc Giới thiệu tổ chức Giới thiệu chức năng, Chính sách chất lượng bối cảnh tổ chức? Giới thiệu sơ đồ tổ chức, phân công nhiệm vụ công ty? Chính sách chất lượng cách thức phổ biến đến người lao động? Xây dựng, đánh giá Người lao động việc thực mục tiêu chất lượng công ty? nhiệm vụ phận? công ty? Chính sách chất lượng Mục tiêu chất lượng công ty? phận? Mục tiêu chất lượng cơng ty phận? Đánh Trình độ chun mơn giá thực mục tiêu chất người lao động? lượng? Các tiêu chuẩn vị trí cơng Hoạt động đào tạo, việc phận hoạt hoạt động nâng cao động để nâng cao chất nghiệp vụ khác lượng nhân sự? tham gia? Những rủi ro hội mà công ty nhận diện Kiểm sốt, theo dõi sức gì? Biện pháp hạn chế khỏe người lao động? Môi trường làm việc? rủi ro nảo? Cơng ty có hoạt động nhằm thúc đẩy hoạt động sáng kiến cải tiến? Những rủi ro hội mà Khám sức khỏe định kỳ, phận gặp phải? Biện khám theo dõi bệnh pháp hạn chế rủi ro? nghề nghiệp? Những hoạt động để đảm bảo cung cấp Việc trao đổi thơng tin Có phổ biến nội nguồn lực nhân sự, phận với nhau, dung công việc, quyền vật chất, sở hạ tầng phận với bên ngoài? nhiệm vụ thân? cho trình? Những hoạt động Hoạt động quản lý, kiểm Có nhận hiểu thể hướng đến sốt thơng tin dạng văn bản? quy định, quy 79 TIEU LUAN MOI download : skknchat@gmail.com TT Ban lãnh đạo TCT/ Trưởng/Phó phịng, Nhà máy/Cơng ty Quản đốc/Phó quản đốc Người lao động khách hàng cơng ty trình liên quan đến công mà lãnh đạo cho cần việc thân? thiết công ty thực hiện? Hiệu việc truyền Kiểm soát thay đổi biện pháp kiểm soát thay đổi hệ đạt thông tin tiêu Đánh giá nhà cung ứng? thống? chuẩn, tài liệu, hướng dẫn? Người lao động có nắm thay đổi phát sinh khơng? Kiểm sốt theo dõi việc 10 Hoạt động xem xét lãnh đạo hàng năm? xử lý điểm không phù hợp? Lưu hồ sơ hoạt động xử lý sản phẩm không phù hợp? Hoạt động bảo quản, lưu trữ 11 hàng hóa đơn vị nhà cung ứng? Hoạch định, kiểm soát 12 điều hành hoạt động sản xuất? Cách thức xử lý khiếu nại khách hàng? Đánh giá 13 thỏa mãn khách hàng? Tìm hiểu nhu cầu mong đợi khách hàng bên liên quan? Kiểm soát yêu cầu đối 14 với sản phẩm dịch vụ? Hoạt động đo lường, phân tích? 80 TIEU LUAN MOI download : skknchat@gmail.com APPENDIX PHIẾU CHO ĐIỂM ĐÁNH GIÁ VIỆC ÁP DỤNG HỆ THỐNG ISO 9001 A THÔNG TIN CHUNG Họ tên:………………………………………………………… …… Đơn vị công tác: ………………………………………………………… Vị trí cơng việc: ………………………………………………………… B NỘI DUNG KHẢO SÁT Hướng dẫn đánh giá  Đối với Lãnh đạo/Cán bộ/Nhân viên công ty: Anh/Chị vui lịng đánh giá tiêu chí cách lựa chọn số điểm thang điểm 1-10 dựa cảm nhận Anh/Chị việc áp dụng hệ thống ISO đơn vị  Đối với chuyên gia đánh giá nội bộ: Dựa vào kết đánh giá nội bộ, Anh/chị vui lòng lựa chọn số điểm thang điểm 1-10 để đánh giá hiệu việc áp dụng hệ thống ISO đơn vị đánh giá Bảng kết đánh giá việc thực ISO 9001:2015 Điểm TT Chỉ tiêu đánh giá Kém 1-2 I Trung Bình 3-4 Khá Tốt Rất tốt 5-6 7-8 - 10 Ghi PHẦN ĐÁNH GIÁ CHUNG Cam kết Lãnh đạo Xây dựng thực mục tiêu chất lượng Hoạch định sản xuất: công tác lập kế hoạch, xác định rủi ro hội, quản trị thay đổi… Cung cấp nguồn 81 TIEU LUAN MOI download : skknchat@gmail.com Điểm TT Chỉ tiêu đánh giá Kém 1-2 Trung Bình 3-4 Khá Tốt Rất tốt 5-6 7-8 - 10 Ghi lực cho sản xuất: người, máy móc, thiết bị, trao đổi thơng tin… Kiểm sốt chất lượng, q trình sản xuất, truy xuất nguồn gốc, … II PHẦN DÀNH CHO CHUYÊN GIA ĐÁNH GIÁ NỘI BỘ Hiểu biết bối cảnh tổ chức, điểm mạnh diểm yếu, hội, thách thức, rủi ro Xây dựng thực theo hệ thống tài liệu liên quan đến khách hàng: xác định nhu cầu khách hàng, đánh giá thỏa mãn khách hàng, quy định giải khiếu nại, quy chế bán hàng… Kiểm soát sản phẩm khơng phù hợp khắc phục phịng ngừa 82 TIEU LUAN MOI download : skknchat@gmail.com Điểm TT Chỉ tiêu đánh giá Kém 1-2 Trung Bình 3-4 Khá Tốt Rất tốt 5-6 7-8 - 10 Ghi Cải tiến liên tục (cải tiến quy trình, tài liệu, sáng kiến cải tiến…) Đánh giá tính hiệu việc áp dụng hệ thống ISO 9001 (Dành cho Lãnh đạo/Cán bộ/Nhân viên cơng ty) Anh/Chị vui lịng đánh giá tính hiệu việc áp dụng hệ thống ISO 9001 đơn vị cách tích vào đây: Hài lịng Tương đối hài lịng Khơng hài lịng Ý kiến đóng góp khác:………………………………………… ………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… 83 TIEU LUAN MOI download : skknchat@gmail.com ... Vietnamese: ? ?Nâng cao hiệu hệ thống quản lý chất lượng ISO 9001:2015 công ty sản xuất bia thuộc HABECO? ?? Name of the thesis in English: ―Improving the Efficiency of Quality Management System ISO 9001:2015... KHOA QUẢN TRỊ VÀ KINH DOANH - DƯƠNG THỊ VIỆT NGA IMPROVING THE EFFICIENCY OF QUALITY MANAGEMENT SYSTEM ISO 9001:2015 IN HABECO BREWERIES NÂNG CAO HIỆU QUẢ CỦA HỆ THỐNG QUẢN LÝ CHẤT LƯỢNG... QUẢ CỦA HỆ THỐNG QUẢN LÝ CHẤT LƯỢNG ISO 9001:2015 Ở CÁC CÔNG TY SẢN XUẤT BIA THUỘC HABECO Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN