Q U I N TRI KINH OQANH iMr jad cOa cii TIEN UEN TUC TRONG UIEC NANG CHO sifHiii LdNG cin KHHCH HUNG Le Thai Phong Trudng Dai hgc Ngogi ThUdng Email: lethaiphong@ftu.edu.vn Ngaynh$n: 25/03/2016 Ngay nhgn lgi: 05/04/2016 Ma so: 92.2BMkt.21 Oi^i tiin liin tgc li mdt chuang trinh quan tq doanh nghiip da dugc cic doanh nghiip Nh$t Bin vi (^cic nude phuang liy ip dung cdng Nhd ip dgng cic hoat ddng cai tUn liin tuc mi kit qua kinh doanh ciia doanh nghiip tit han, khieh hing hii Idng ban vi mUc dd trung thinh cOa khich hing cung tang lin Bii viet sQ dung phuang phip dinh lugng nham kiem dmh moi tuang quan giOa di tien lien tuc vi su hii Idng khich hing thdng qua khia canh: mQc dd dip Qng yeu du cua khich hing; tang lUdng khich iiing thin thiet; ting su hii Idng tOc thdi; vi ting sU hii Idng dil ban Hoi quy tuyin tinh vdi hdn 1500 quan sat tQ ngudn dQ liiu eua chuang trinh San xuat hidu suit cao cua My (High Manufacturing Practice - HPM) cho thay, de chuang trinh di tien da giOp doanh nghiip chiu Au dip Qng tit han cie yiu ciu cQa khieh hing, giup hg cd mdt lugng khich hang than thiit Idn, vi hii Idng tQc thdi cung nhu dii han tu phia khieh hing TQ dd, mdt so bii hoc cQng dugc nit cho doanh nghiip Viit Nam TQ khoa: di tien liin tuc, hii Idng khach hang, nghiin cUu djnh tuang ^ UVdi rjO-^P j vrv I.LeigidlthiSu i^t "^^^ ' ^ ' ,' {p fl gidi thipi C i i tien lien ti^c tQ l i u da trd thinh chien luge quan v i khdng the thay the eho c i c doanh nghipp Nhpt Ban va phUdng Tay viec nang cao ket qua kinh doanh eua doanh nghidp Viec ap dung cai tien lien fuc se giup nang eao sU hai Idng khich hing v i den lugt nd, mang den tae dpng va su thay doi ve nang lue canh tranh cQa td chQe nhQng thj frudng chQa dung ea ed hdi Idn thQ thach Cai tidn lidn tyc eae khiu doanh nghiep nham thda m i n tdt hon yeu c i u cQa khich hing la van dd khdng mdi vd \y luin nhUng lgi chUa duge chQng minh nhieu bdi cae b i i viet dmh lupng Bii vidt n i y nham tim moi lien hp giQa cai tien lien tyc vdi SQ h i i Idng khieh hing; tQ dd dua cac chinh saeh, chien lupe cai tidn doanh nghipp eho phu hop dd' ning eao nang luc egnh tranh, tang doanh sd v i md rpng th| phan cho doanh nghipp, e dat dugc muc tidu nghidn cQu, bai Viet sQ dyng phuong phip nghien cQu dinh lupng vdi c i c ky thuit phin tich nhan td kham pha (EFA) va tUdng quan hdi quy de tim hieu tae dpng cua c i c chuong trinh cai tien lien tyc den sy h i i long khach hang the hien dudi bdn khia canh: mQe dp d i p Qng ydu eau cua khach hang; tang luong khach hang thin thiet; fang sU h i i Idng tQc thdi; v i tang sU hai Idng dai hgn Khung I* thuySt 1;^ fhuySt 2.1 Khai nl$m dl OSh Mn tgc Thuit ngQ "eai fien lien tue" dupe sQ dung rat phd bidn c i c hogt dpng quan tri cua doanh nghiep v i nhpn dupc sy quan t i m d i e bipt cCia c i c nha khoa hgc cung nhu edng ddng doanh nghiep, dac bipt sau sy trdi d i y cQa nudc Nhit nhQng n i m 1970s-1980s Cai tien lidn tyc la each tiep c i n mang tinh triet 1]? v i cd hd thdng, duoc Nhat Ban phat trie'n sau chien tranh thd gidi tiiQ "Cai tien lidn tyc" tieng Nhpt la Kaizen dUpc ghdp tQ "Kai" - "thay ddi" v i "zen" - "tot" Kaizen la sy tich luy c i c c i i tidn nhd thinh kdt qua Idn, tip (rung vao x i c dmh vdn dd, giai quyet van de v i thay ddi chuan de dam bao van de dugc giai quyet t i n gdc Do dd, cai tidn lidn tyc ddng hinh vdi nidm tin rang sQc sing tao cQa ngQdi la vo han Qua dd, tat d mgi fhanh vien td ehi3c tQ lanh dgo den cdng nhin deu dUpc khuyen khich dua de xuat cai tidn dCl l i nho xuat phit fCi nhQng cdng vide thQdng ngdy Trgng t i m cua vipc cai tien lien tuc la vipe xac dinh eac nguydn nhin tiem tang cua cac hogt dpng khdng tao gia ti| t i n g thdm v i loai bd chQng bang each cai tien qui trinh san xuSt, qui trinh l i m viPc td chQc Cai fien lien tuc dUpc dmh nghTa l i tpp hpp mpt chudi c i c hoat ddng dupe trien khai thudng xuyen doanh nghipp nham c i i thidn ket qua kinh klioaligc ^ = ^ = ^ = ^ = ^ ^ ^ 58 thifdngm^i So 92/2016 QUAN T R | KINH DOANH doanh (Ali, Islam, Howe, 2012) Doi vdi doanh nghipp san xuat, hogt ddng c i i tien lien tyc thudng nhdn mgnh ddn vipc ddn gian hda c i e q u i trinh xuat, ChQ yeu thdng qua logi bd lang phi, Ddi vdi doanh nghipp d|eh vy, hogt dpng c i i tidn lidn tyc tilUdng tap frung v i o khiu dap Qng tot hdn vdi cac yeu cau eua khieh hing thdng qua c i c chUOng trinh trao quydn cho nhan vien v i giam thieu tinh quan lieu td chQc (Terziovski, 2002) Vipe trien khai c i c chUOng trinh c i i tidn lidn tue fd ChQc la khdng hd ddn gian, c i n sy quyet t i m va chi dgo sat cua ban lanh dgo, sy tham gia cQa tat c i mgi ngudi, eae hogf dpng d i o tgo ve c i i tidn lien tue v i quan trgng nhat l i thay ddi van hda td chQc theo hudng hai long khich h i n g Ndi dung cdl Hen lien tuc npi dung cua edng tac cai fien lien fye thudng bao gom: Phit trien chuong trinh cai tien lien fye, Tfch hdp chUdng tiinh eai tien lidn tyc v i o v i n hda td chiic Quan IJ ChUdng trinh eai tidn lidn tyc, SU tham gia cQa toin the nhan vien, Hpc hoi v i chia se thdng tin, v i Td ciiQctUdanh g i i (Hinh 1) (Escrig-Tena 2004) ChUdng trinh eai tien lien fye thudng dupc phat trien dya trdn khung DMAIC cQa Sigma (Define - xae dmh, Measure - ludng Analyze - phdn tich Improve - cai fien and Control - kidm soit) Tfdi hgp diuang trinh vao van hoa to diQc hogf dpng cai tien lien tuc can phai dugc coi l i cdng vipc hang v i chQdng trinh cai tien lien tuc phai la mdt gia fri can dugc nhan mgnh van hda td chQe Cdng vipe tich hpp n i y bao gdm tiiiet kd lgi co cau td chQe, thay dpi quy ti'inh, hp thong, oQng nhQ thay ddi phuong phip va co ehe de hoat dpng cai fien lien tyc phai di vPo tidm thQe cua nhin vien (Bessant and Caffyn, 1997) Ngoai ra, td chQe can quan ly sy thay ddi de q u i trinh dieh mdt cich trdi chay v i chUOng trinh cai tidn lidn tyc tiiyc sy duoc didn lien tyc sudt q u i trinh san xuat kinh doanh cQa doanh nghidp Truydn thdng duoc ve sy thay d6\ v i myc dich cua sy thay ddi se l i nhin t d dam b i o cho nhin vidn hidu dugc mye tieu cQa td ohQc v i co gang de cQng td chQc daf dupc muc tieu dd Quan ly diuang trinh dl tien lien tgc de giQp to chQc Quan ly chuong trinh Sir tham gia ciia toan eang ngdy eang sang tao cai nen lien tuc the nhan vien hon, dieu quan frong la khdi dpy dugc tiem nang va kiiuyen khfch duge nhan vien Tich iiq] cliirong trinli sang tgo v i quan ly duge sy vao \'an hoa to chirc s i n g tgo Trong boi eanii mgi hogt ddng cua fd chQe ngdy cang phy thupe nhieu v i o tri thQe, sy s i n g tao v i To chijc tu danh gia cai tien khdng ngQng cQa nhdn vien se glQp to chQc tao san pham tdt hon, dich vy tdf hon, va quy trinh edng vipe Nguon: Phat triin til Ali Islam, va Howe (2012) tdt hdn (De Jong and Den HinhJ.- Ndi dung cda chuang trinh cai tien lien tgc Hartog, 2007) Ldnh dgo se Phit Irien chuang idnh dl tfeh liin tuc chudng ddng vai trd chu chdt vide kdt ndi eae hoat trinh cai tidn lien tyc lien quan den viec lidn tyc dpng kinh doanh vi cic hoat dpng hd'trO, tao kiem sdt cdc hogt ddng vi dc qua trinh de thPnh vu sac bdn giup doanh nghipp chien chUdng trinh cai fien lien tyc duge then khai hipu thing Chinh lanh dao se dinh hUdng ky vpng vd hanh vi cQa nhan viPn ve edng vipc v i ve td qua hon C i e hogt ddng eua chuong trinh c i i tidn lien tuc ddng vai trd then chdt dd tnen khai thinh ChQc Khi Idnh dao biet trao quydn cho nhan cdng Chuong trinh dupc p h i t then dUa trdn vidn, hg se ehu ddng hdn edng vipc, v i tinh vipc x i y dung mpt each hp thdng cac quy trinh Ipp thdn s i n g tao se giQp td chQe thye hipn tdt ke hoach, tiiyc hidn ke hogch v i d i n h gia kd chuong trinh eai tien lidn tyc (Brewer, 1996) Sg tham gia cCa toan the nhan viin: sy tham hogch De lam dupe dieu do, doanh nghipp can sQ dung cdng cy tidu chuan hda, cdng cu tiidng kd, gia eua toin the nhin vien the hipn vipe nhan xiy dyng eac chi sd d i n h gia ket qua KPIs, tien vien ehQ ddng thUe hipn c i c hogt dpng eai tien lien hinh chuan ddi s i n h va edng t i c tu dinh g i i tyc (Bessant v i Caffyn, 1997) De l i m duge dieu So 92/2016 hhna lipc