Cai tien chat lupng dich vu giao due dai hoc thong qua ap dung ISO 9001 2008 Ddo Tlii IbanhHuy^ Trung t&n dam bao ch^t lirang, Truong Dgi hoc Kinh t^ DHQGHN LgAohHuDg Trung 1 ^ Chung nhan Phu hop QUAC[.]
Cai tien chat lupng dich vu giao due dai hoc thong qua ap dung ISO 9001:2008 Ddo Tlii IbanhHuy^ Trung t&n dam bao ch^t lirang, Truong Dgi hoc Kinh t^ - DHQGHN LgAohHuDg Trung ^ Chung nhan Phu hop QUACERT — Tdng cue TiSu c h u ^ Do luong Chdt Iupng Tdm tdt: Trong sy nghifip edng nghigp hda, hifin dgi hda ddt nudc vd hdi nhdp qudc Id, vigc ndng cao chdt lupng nghifin cuu, gido dye vd ddo tgo trd thdnh van dg ed tdm quan frpng ddc bigl Nhdn thfle duoc digu nay, nhigu tnjdng dgi hpc dd dp dyng cdc phuang phdp qudn ly chdt Iupng tign Ugn nhdm xdy dyng mpt hfi thdng ddm bdo ehdt Iupng Bdi vigt ndy hudng ddn vific edi tidn chdt lupng djch vy gido dye dgi hpc ttidng qua vific dp dyr^ ttfiu chudn ISO 9001 ;2008, Idm rd khdi nigm khdch hdng ttong djch vy gido dye dgi hpc, nhflng Ipi ich vd khd ktidn ttong qud tnnh trign khai dp dyng, cflng nhu dign gidi nhflng yfiu cdu cfla tifiu chudn frong bdi ednh gido dye dgi hpc Cudi cflng, bdi vidt dd xudt mdt qui trinh bdy budc ddl vdi mOt tnidng mudn xdy dyng vd dp dyng Hg thdng qudn ly chdt lupng ISO 9001:2008 frong ttiang Iai Keywords: ISO 9001:2008, ehdt Iupng djch vy gido dye, ddm bdo ehdt Iupng djch vy gido dye N gdy nay, chdl Iupng gido dyctrd thdnh vdn dd then ehdt Id dpng Iye quygl djnh ndng Iye egnh ttanh, hudng tdi phdt tridn bdn vflng Chinh vi vdy, cdc phuong phdp edi tign chdl lupng phd bidn cdc ngdnh cdng nghigp dupc xem xfit bdi cdnh ddo tgo dgi hpc Tuy nhidn khdng cd nhidu bdng chflng cho thdy vific dp dyng cdc cdng cy qudn ly ndy gido dye dgi hpc sfi mang Igi nhflng thdnh cdng nhu mong dpi Didu quan trpng khdng hdn Id dp dyng HTQLCL ndo md Id HTQLCL phdi duoc dp dyng nhu Ihg ndo dg ddm bdo cd higu luc, phfl tipp vd nhdl qudn, qua dd sfi gdp phdn giflp Id chflc dp dyng dgt dupe kgt qud tin cdy phfl hppvdi myc tifiu ehdt lupng (MTCL) cfla trudng dg ra, tri dupc rugm tin cfla khdch hdng vdo ehdt lupng efla sdn phdm djch vy ^ dyng cd higu lyc HTQLCL sg giup nhd trudngkidm sodt mdt edeh cd hg thdng vd minh tigeh cdc qud trinh eung edp djch vy ddo tgo, gidng dgy vd nghign cflu khoa hpc Url ich ciia viec ap dung ISO 9001:2008 doi vol nhatnnnig yfiu edu cfla ludt djnh vd chg djnh thich hpp; vd (ii) Mudn ndng eao sy thda mdn efla khdch hdng thdng qua vifie dp dyng cd higu Iye hg thdng, bao gdm cd cdc qud trinh dd eai ttdn lifin tyc hg ttidng vd ddm bdo sy phfl hp vdi cdc yfiu cdu edu khdch hdng, yfiu edu ludt djnh vd chg djnh dupe dp dyng Bdtifiuchudn ISO 9000 bdt ddu duac gidi thifiu vdo Vigl Nam Ifl nhflng ndm 1990 vd dd duac dp dyng rpng rdi Sd luang cde td chflc xdy dung, dp dyng vd dupe ddnh gid cdp gidy chflng nhgn HTQLCL phfl hop tidu chudn ISO 9001:2008 tdng Ifin nhanh chdng, vdi 01 chflng chi dupc cdp ndm 1995, sd Iupng chflng chi ndm 2013 dd dgt 5694 (Ngudn: iso servey, 2013) Nhd trudng se dgt duoc mdt sd Ipi feh ma tifiu ehudn ISO 9000 nhu sau - Tai Iifiu HTQLCL phfl hoptifiuchudn ISO 9001 sau ktii tian hdnh sfi hudng ddn qud Uinh gidng dgy, hpe tdp va nghifin eflu khoa hpc tgi trudng theo dflng hogch djnh, dupc kigm sodt vd dgt dupe cdc myc ttfiu dg (Karapettovic vd edng sy, 1998) Tdng cudng sy tiidu biet Idn gifla gidng vifin, sinh vign vd Id edng ey hflu ich dd ddo tgo cdc nhdn vifin mdi dupe ttjygn dyng (Harris vd Owen, 1994) rigu chudn HTQLCL ISO 9001 Id mOt ttong cdc Ugu chudn cfla Bp ligu chudn ISO 9000 dupc xdy dyng vd - Ldnh dgo thg hign cam kgt mgnh mfi ddi vdi vigc ban hdnh tidi td chflc ISO Tidu chudn ndy qui djnh cdc yfiu cdu cua mdl HTQLCL mdt td chflc: (i) cdn xdy dung vd thyc hgn hfi thdng qudn ly chdt lugn chflng Id khd ndng cung cdp mdt cdch dn djnh sdn Tmydn dgt cho mpi ngudi vg tdm quan ttpng cfla vigc phdm ddp flng yfiu cdu cdu khdch hdr^ cflng nhu cde ddp flng ygu cdu cfla khdch hdng cflng nhu ygu edu cfla ludt djnh va chg djnh, tiiidt Idp chinh sdch chdt H rt CHAU A - 37 NGHIEN CUU lupng vd MTCL, cung cdp cdc ngudn lyc vd djnh ky xem xfit hfi ttidng - HTQLCL cung cdp mdt bdn md td rd rdng hon vd frdch nhifim vd quygn hgn cflg sinh vifin, giang vign va nhdn vifin frong tiudng, cflng nhu mdi tuong tdc gifla cdc qud tiinh Thigt ldp cdc qud tiinh frao ddi Uidng tin ttiich hpp frong ndi bp Id chuc va vdi bfin ngoai vd ed sy ti^o ddi ttidng tin vg hifiu Iye cfla hfi tfidng Qua dd giflp cdc gidng vifin, nhdn vifin nhd tiudng higu dupc tdm quan tipng efla hogt dpng efla hp vd hp ddng gdp nhu thd ndo ddi vdi vige dgt duoc MTCL, huy ddng dupc sy tham gia efla mpi ngudi frong vific thyc hifin vd tti hg ttidng Nhimg khii khan trang viec trien khai ap dung So vdi tdng s6 895363 chung chi HTQLCLISO900I dupe cap rafrfintdt cd cde llnh vyc frong ndm 2013 thi 19713 chung ehi frong ngdnh gido dye la sd cdn khd khifim tdn (chigm 2%) Vdy ddu td ly ISO 9001 chua dupc trign khai dp dyng nhigu frong Ifnh vyc giao dye dgi hpc Dudi ddy td mdt sd nguygn nhdn chinh: - Thidu sy cam kdt cfla ldnh dgo eao nhdt Lifin quan ddn didu 5.1 tifiu chudn ISO 9001:2008 "Ldnh dgo eao nhdt phdi cung cdp cdc bdng chflng vg su cam kdt cfla minh dH vdi vigc xdy dyng vd thyc hifin HTQLCL va cdi ttdn lifin h^c hifiu lyc cfla hg tiidng - Hogt ddng digu hanh cfla nha trudng duoc sdp dd bdr^ cdch (b) ttudt ldp chinh sdch, (c) myc Ufiu, xgp hpp ly, cdc vdn dg Iifin quan ddn chdt lucmg dupe (d) tidn hdnh xem xet cfla Idnh dgo vd (e) ddm bdo nhdn dign, ngdn ngfla vd cai tidn kdt qud mdt edeh san cd cd ngudn tyc Hdu hdt cdc trucmg dgi hpc chua ttpn v?n thdng qua vigc qudn ly eac qua ttinh lign edng bd ehinh sdch vd muetifiuedn bdn cfla minh Do quan ldn nhu mdt hg Uidng.HTQLCL dupc dp vdy, ldnh dgo khdng tgo vd tri mdi trudng ndi bd dyng cd higu Iye vd dgt hifiu qud sfi giup ttudng sfl dg ed thg hodn todn ldi cudn mpi ngudi tham gia dl dyng higu qud ede ngudn Iye (ngudn nhdn lyc, ca sd dgt dupc cdc muc Ufiu cfla td chdc hg ldng, ) nhdm dgt dupc cde ctiinh sdch vd mye - IChdng tdp tmng vdo khdch hdng Khdi nigm tidu dd khdeh hdng bdi cdnh gido dye dgi hpc Id rdt rdng - Ddnh gid ehdt Iupng ndi bd, mpt ygu td tieh hop ldn Chinh sy khdng hidu bigl ddy du khdi nigm ndy hg thdng, cho phfip mdi gidng vifin vd nhdn vifin ddn ddn cde bd phdn phdng ban nhd trudng dg xudt vd gidi quydt ede vdn dd thyc tiln khdc chua thye sy tdp ttung vdo khdch hdng chinh cua nhu mdy chigu bj I6i vd vdn dg qudn ly gidng vifin minh Do vdy qud trinh dp dyng ISO 9001:2008 chua (Karapetrovie vd cdng sy, 1998).Thgm vdo do, sinh ddp flng didu 5.2 "Idnh dgo eao nhdt phdi ddm bdo vifin vd cde bfin Iifin quan khde cd thd nhdn lpi ich rdng cdc yfiu cdu efla khdch hdng dupe xde djnh vd ndy thdng qua mdt qud ttinh danh gid, nhdn xfit chinh ddp ung nhdm ndng cao su thda mdn cfla khdch hdng thflc Ngudi hpe id khdch hdng ctifnh efla djch vy gido dye - Vigc dupc ddnh gid chung nhdn bdi mdt td chflc dgi hpe, nhifin cdc gidng dgy, ddo tgo, cung cdp Chung nhdn dOc ldp bdn ngoai giup nhd tiudng cd djch vy cfla nhidu trudng tgi Vigt Nam chua dupe thigt nhflng cdi nhin khdch quan hon vg HTQLCL md minh kg theo hudng "Idy ngudi hpc ldm tmng tdm" dang dp dyng Thudng Id co hdi tdt cho vige cdi tidn - Qud tnnh trign khai dp dung cdn mang ttnh hinh lign tyc hfi thdng Giflp td chuc nhdn nhflng diem thfle, ndng vg hdnh chinh gidy td Nhidu trudng dp mgnh vd didm ygu, tfl dd phdt hign cdc cdi tidn tidm dyng ISO edn mang tinh hinh thflc, chgy theo xu ndng Vigc cd dupc chflng ehi HTQLCL tiieo ttfiu hudng vd cd gidy chflng nhdn chi nhdm ddnh bdng chudn ISO 9001 cflng giflp tiudng khdng dinh chat ttiuong hifiu Qud ttinh tiidn khai dp dyng phy ttiupc lupng vdi khdeh hdng vd cde bdn lifin quan, ddng thm hodn todn vdo dan vj ttj vdn, tdi lifiu hfi Uidng rudm rd ndng eao thuong tiifiu nhung khdng phfl hop vdi Uiyc Id qudn ly didu hdnh - Mdl hg thdng dupe dp dyng ddy dfl cd hifiu Iye sfi tgi don vi tdp tmng vdo gidm thigu cdc vdn dd ehdt lupng, bao - Chi phi tfiuc hifin dy dn cdn Idn Chi phi ttiyc hign gdm ed nhflng sinh vifin va du dn nghifin cflu thdt bgi, dy dn bao gdm ctii phi thufi don vj tu vdn, ehi phi ndi nudi dudng mdt mdi trudng cdi tign lifin tye bp frong trudng, ctii phi ddnh gid chflng nhdn, cdn - Mdt HTQLCL dupc ddng ky vd tti cd hifiu luc, Idn, didu ndy edng ddc bifit khd khdn vdi nhdng ttudng dgt higu qud sfi eung cdp nhung co sd vflng chdc eho khdng cd sy hd tto vg tdl ehinh hi ptiia chinh phfl Do vigc tudn thu cdc tigu chudn lifin qucin quan ly mdi dd chinh phfl cdn ed nhflng ehinh sdch h6 ttp ddi vdi Irudng (ISO 14000), an todn sue khde nghd nghifip nhflng ttudng mong mudn dp dyng vi dy; cung cdp (OHSAS 18000), Uidm chi cd ttdeh nhifim gidi ttinh xd cdc gdi hd frp hode gidm Uiug hOKSASOOO) - Chua huy ddng dupc sy ttiam gia cfla mpi ngudi - Gia tdng khd ndng ddp flng Iinh hogt vd nhanh vigc thidt ldp, ttiyc hign vd tti hg thdng Thdi gian, nd iye cfla gidng vign vd nhdn vign cho vigc thyc chdng ttudc cdc co hdi efla ttij trudng gido dye hifin du dn ISO 9001ld ttiang ddi tdn Do dd, ngu higu 38 H Tt CHAU A - THAI BINH ddo tgo dg phal ttidn chuyfin mdn vd ndng cao ndng lyc Ddng thdi, ddm bdo rdng nhdn sy cfla nhd tiudng nhdn thflc dupc mdi tifin quan vd tdm quan ttpng efla ede hoat ddng efla hp va hoj ddng gdp nhu thd ndo ddi vdi vifie dgt dupc MTCL Chu dg chinh dupc dd cdp ttong mue 7tifiuchudn ISO 9001:2008 cd tfin gpi: "Tao sdn phdm" Id mdt qua ttinh ttj vific nhdn dign vd xem xet cdc yfiu edu cfla khdch hdng, ttiiel kg vd phdt tiidn sdn phdm, tfiu nhdn vd tiign khai cac ngudn lue, giao hdng, nhdm ddnh gia ygu cdu cua khdeh hdng vd ddp flng nd Tuy nhign, dd ddp flng tdl mye ndy, ede trudng cdn cd su dign gidi cdc yfiu edu tifiu ehudn ttong bdi cdnh gido dye ddo tgo vd nghifin cuu khoa hpc Dg ddp flng didu ndy nhd ttudng cdn phdi thidt Idp mdl qud tiinh dg ddm bdo vigc theo doi vd tudng thue hifin dupc vd dupe tign Yeu can ciia ISO 9001:2008 trang cac tnrmig hdnh mdl edeh nhdt qudn vdi cdc yfiu cdu theo dPi vd Dal hoc ludng Tuong ty, thidt ldp phuong phdp ludng Ndu mdl trudng Dgi hpe quydt djnh phdt ttign ddi vdi Unh vye nghign eflu khoa hpc HTQLCL phfl hpp tifiu ehudn ISO 9001:2008 Td chflc Cudi cflng, mue ygu edu cdc trudng phdi lifin tyc cdn xdc djnh todn bp cdc qud trinh chinh cd tdc ddng ddn ctidt tupng sdn phdm md don vj cung cdp, bao ludng, Uieo dPi, phdn tich vd cdi tidn lifin tyc HTQLgdm ddo tgo hpc vifin, cdc chuong trinh khda hpc vd CL dang dupc dp dyng tai Trudng Chdl lupng sdn nghifin cflu khoa hpc Ndi mpt cdch khdc, HTQLCL phdm (kign thflc vd ndng luc efla hpc vifin, cdc khda mdi trudng dgi hpc id mdt tdp hpp cdc quy Irinh hpc vd nghign cdu khoa hpc) eflng phdi lign tyc dupc dupc thidt ldp hdi hda theo chflc ndng, cd sy tham gia Uieo doi iudng vd cdi tign lign tuc Qua vigc phdn Uch cdc ygu cdu cfla tigu chudn ISO efla tdl cd cdc gidng vifin, nhdn vign, tdi ligu vd ngudn lye thdng tin nhdm dgt dupc cde mye tigu gido dye vd 9001:2008 bdi cdnh gido dye dgi hpc, chflng ta nhdn thdy vigc tudn thfl cdc yfiu cdu cfla tifiu chudn nghifin cuu Nhu Id mdt phdn yfiu cdu efla hfi ttidng ISO phdn ndo dd giflp cdc tmdng ddp ung cdc Ufiu chudn 9001 vd eung edp bdng chung cho thdy hg thdng dang ddnh gid chdt lupng gido dye Irudng dgi hpc Bp dupc thidt ldp, cde tiudng dgi hpe hode ede bp phdn GD&DT ban hdnh Uieo quygt djnh sd 65/2007/QDlign quan phdi thidt ldp chinh sdch vd MTCL, sd tay BGDDT ngdy 01 Uidng 11 ndm 2007 chdt lupng dupc ban hdnh vd cdc qud trinh cdn thigt ddm bdo hg thdng dupc vgn hdnh ed higu qud vd dgt Cac binrc trien khai ap dung ISO 9001:2008 tai higu lyc Hd so chdt lupng, vi du bdo cdo cfla sinh cac trubng Dai hpc vign, sinh vifin ddnh gid cdc khoa hpc, ndi dung vd Nhdmttiidtidp, thyc hign, tri vd cdi tign lign tyc Tifiu chudn cflng yfiu edu cde qud trinh rifing rfi cdn HTQLCL theo Ufiu chudn ISO 9001:2008 ede tiudng cd dupc phfi duyfit, xem xfit vd cdp nhdl tdi lifiu va hd so mong mud'n dp dyiMj can thyc hign mdt qua trinh gdm chdt lupng budc cy thg sau: Tfl didu ddn digu efla tifiu chudn dign Id nhflng Budc 1: Ldnh dgo eao nhdt phai eung edp bdng yfiu edu ehinh cfla tifiu chudn HTQLCL ISO 9001:2008 chflng vd sy cam kdt cfla minh thdng qua sy lanh dgo Digu yfiu edu rdng Idnh dgo cao nhdt cfla trudng vd cdc hdnh dPng Ldnh dgo cao nhdt phdi ctu djnh cung cdp nhflng cam kdt cdi tidn hg ttidng ttidng qua mdt thdnh vifin ttong ban ldnh dgo cfla tnidng, ngodi thigt ldp vd tmygn dat nhung MTCL quan ttpng, cflng frdch rUiifim khac, phdi cd trdch ntiifim vd quygn hgn nhu ddm bdo cd sdn cde ngudn lyc nhdm dgt dupe sau: (1) ddm bdo cdc qud trinh cdn thidt dupe Uiidt myc tifiu ldp, thuc hign vd tri; (2) bdo cdo cho Idnh dgo eao Didu yfiu cdu cde ngudn lyc ttifch hpp bao gdm nhdt vd kdt qua hogt ddng efla HTQLCL vd mpi nhu ed eo sd hg tdng vd mdi trudng ldm vigc cdn dupc cdu cdi tidn vd (3) ddm bdo thflc ddy todn lip td ehfle nhdn didn vd cung cdp nhdm dp dyng HTQLCL vd nhdn thuc dupc cdc ygu cdu eua khach hdng "ndng cao sy hdi ldng cfla khdch hdng" Mdt ydu cdu Budc 2: Xdc dinh phgm vi dp dung eho hogt ddng khdc tign quan ddn ngudn nhdn lyc Id nhd trudng edn dao tgo tai tnrdng (bao gdm hogt dpng qudn tii, cung ddm bdo gidng vifin vd nhdn vidn cd dfl ndng lue de cdp djch vu gido dye vd nghifin cflu khoa hpc) Trudng ttiyc tiign edng vige Khi thieh hpp cung edp cdc khda nfin ttiye hign mdt didu tra khdo sdt ban ddu dg Uidy qud frong ngdn hgn khdng dupe chi rd rang, rdt dfi ddn ddn tu tudng chdn nan, mpi ngudi thidu ddng lyc dg ttgp tuc theo dudi dy dn Chinh digu ldm cho mpi ngudi khPng nhigu tido hflng, ddng lyc tiidn khai du dn • Ngodi cdn cd mdl s6 ly ddn ddn cac yfiu cdu ttong tifiu chudn khdng dupc tudn thfl ddy dfl frong cde trudng dgi hpe nhu: gid cd Id ydu td chinh dflng dd lya ehpn, ddnh gid nhd eung flng (ISO 9001/ 7.4.1); Qud trinh ddnh gid ndi bd cdn chua higu qud (ISO 9001/ 8.2.2); Khdng ttiyc hign cdc hdnh ddng khdc phyc vd phdng ngfla ddi vdi nhflng didm khdng phfl hpp/ khdng phu hop ttgm an hfi thdng OSO 9001/ 8.5.3); H Tt CHAU A - 39 NGHIEN CUU khodng cdch giua cdc yfiu cdu cfla ttfiu chudn vdi HTQLCL dang tdn tgi tgi ttudng Qua ddnh gia tiudng cd Uig xdc djnh duoc nhflng didu can thay ddi ttj dd tfin kg hogch chi ttdt dd ttiyc hifia Budc 3: Xdy dyng tdi tifiu HTQLCL phfl hpp yfiu eau cua ISO 9001:2008 Tai ligu HTQLCL bao gdm sd tay chdl tupng, cdc thfl tt^c quy ttinh can thidt eho qua trinh hogt ddng digu hdnh efla td chuc, cdc hudng ddn edng vige, bidu mdu, quy chg, quy dinh cdn ttiidt Budc 4: Tridn khai dp dyng HTQLCL ttieo ISO 9001:2008 Sau qua ttinh xdy dyng vd ban hanh bd tdi lifiu HTQLCL phfl hpp ttfiu ehudn ISO 9001:2008 Nhd trudng cdn dp dyng hg Uidng dd tfiidt ldp dd chimg minh higu tyc vd higu qud cfla hfi thdng Cdc bude cdn ttiyc hign nhdm cung cdp bdng chflng vg viec hfi thdng dupe dp dyng cd tiifiu tyc la: - Phd bign eho nhdn vign/ gidng vign nhdn thflc vg ISO 9001; - Hudng ddn nhdn vigiV gidng vign thyc hifin cdc quy Irinh, thfl tyc dd dupc ttugt ldp; - Phdn rd ttdeh nhigm quydn hgn vd mdi tuong tdc gifla cdc qud trinh; - Td ehfle ddnh gid ndi bd vd thyc tufin cdc hdnh ddng khdc phyc vd phdng ngfla vdi nhflng didm khdng phfl hpp dupe phdt hifin Budc 5: Thyc hign hogt ddng ddnh gid ndi bd va xem xfit cfla ldnh dgo Trudng edn phai tidn hdnh ddnh gid ndi bd djnh ky theo kg hogch dd xae djnh HTQLCL "g, Cd phfl hpp vdi cdc bd tri sdp xgp dupc hogeh djnh ; b, Cd duoc thyc hifin va tri mdt cdch higu tyc " (TCVN ISO 9001:2008/ 8.2.2) Ddng thdi, Idnh dgo eao nhdt phdi djnh ky xem xet HTQLCL, dg ddm bdo nd Iudn thich hpp, thda dang vd cd hifiu Iye (TCVN ISO 9001:2008/ 5.6.1) danh gid chdt tupng gido dye trudng dgi hpc BO gido dye vd ddo tgo ban hdnh Mdt HTQLCL phfl hpp tifiu chudn ISO 9001:2008 la mdl frong nhflng cdch huu tufiu dd ddp flng didu frfin Bdi vidt ndy gidi quygt cdc vdn dg td tgi vd tdm thd ndo dg cde ttudng dgi hpc ed ttlg dp dyng ttfiu chudn ISO 9001:2008.Tnidc tifin mdt ttido ludn ngdn Iifin quan dgn vigc xdc djnh ddu Id ktideh hdng ttong tlnh vyc gido dye ddo tgo vd nhung Icri ich cflng nhu rdo cdn vigc dp dyng ISO 9001:2008 tt^ng cde ttudng dgi hpc dupc Irinh bdy Tidp ddn, tde gia phdn Uch vd ldm rd nhflng ydu cdu ctifnh cfla ttfiu chudn ttong tidi cdnh cfla Ifnh vyc giao due vd ddo tgo Cudi cflng, mdt qud trinh gdm bdy bude thuc tiifin dupe dg xudt dg giflp cdc Uudng mong mudn xdy dyng HTQLCL ISO 9001:2008ttdnhdnh ttiyc hign Tai lieu tham khao Karapetrovie, S., Rajamani, D., Wllbom, W., "Quantity Management in the Academic Environment", Proceedings of the Eleventh Canadian Conference on Engineering Education, 1998, pp.459467 Harris, B., Owen, J., "The Development of a Quality System for Higher Education", European Joumal of Engineering Education, Vol 19, No 3,1994, pp 329-349 TCVN ISO 9000:2007, HTQLCL — co sd vd tti Budc 6: Lya ehpn vd ddnh gid chflng nhgn bdi mdt vung td chflc chflng nhdn phfl hop dpc ldp, cd ndng Iuc Sau TCVN ISO 9001:2008, HTQLCL — cdc ygu cdu qud trinh ttign khai xay dyng vd dp dyng HTQLCL ISO 9001:2008, nhd tiudng cdn ddng ky ddnh gid vd dupc Bd GD&DT (2007), Ban hdnh quygt djnh vg tigu cdp chiing nhdn cho HTQLCL nha ttudng ttiidt Idp ctif ddnh gid chdt luong gido due trudng dgi hpc, sd tidi don vj chung nhgn phfl hop cd du ndng tyc 65/2007/BGDDT Budc 7: Cdi ttdn tign tyc HTQLCL Vdi muc tifiu khdng ngflng hodn ttugn HTQLCL, nha tnidng can thudng xuyfin xem xet, cdi ttdn lifin tyc tiifiu lye va higu qud cfla hg ttidng dd ttiidt Idp Ke) luan Mdi quan tdm lign quan ddn ehdt lugng djch vu gido dye ngdy edng tdng cao Mdt quan didm duae cdng nhdn rdng rdi tfl cdc co quan kigm djnh ctidt lupng gido dye Id cdc trudng cdn xdy di,mg hfi thdng ddm bdo chdl tupng ntidm ddp ung eac Ufiu ehudn 40 NH Tt CHAU A - THAI BIN ... ttiidt Budc 4: Tridn khai dp dyng HTQLCL ttieo ISO 9001: 2008 Sau qua ttinh xdy dyng vd ban hanh bd tdi lifiu HTQLCL phfl hpp ttfiu ehudn ISO 9001: 2008 Nhd trudng cdn dp dyng hg Uidng dd tfiidt... cdch higu tyc " (TCVN ISO 9001: 2008/ 8.2.2) Ddng thdi, Idnh dgo eao nhdt phdi djnh ky xem xet HTQLCL, dg ddm bdo nd Iudn thich hpp, thda dang vd cd hifiu Iye (TCVN ISO 9001: 2008/ 5.6.1) danh gid... chudn ISO 9001: 2008 la mdl frong nhflng cdch huu tufiu dd ddp flng didu frfin Bdi vidt ndy gidi quygt cdc vdn dg td tgi vd tdm thd ndo dg cde ttudng dgi hpc ed ttlg dp dyng ttfiu chudn ISO 9001: 2008. Tnidc