T O M H f l V L R Q U R N U C H A T L U O N G T O R N T H € T R O N G G I R O D U C • PGS TS NGUYEN LOC Vien Khoa hoc Giao due Viet Nam 1 Vai net ve ljch sur phat trien TQM Quan if chat luting toan th[.]
TOM H f l V LR Q U R N U CHAT L U O N G T O R N TH€ T R O N G G I R O DUC • PGS.TS NGUYEN LOC Vien Khoa hoc Giao due Viet Nam Vai net ve ljch sur phat trien TQM Quan if chat luting toan the hay la Total Quality Management, dutfc viet tat la TQM, la mpt dang quan li kinh doanh chien Iddc nham gan ket nhan thdc ve chat Iddng cho tat ca vien va cac quy trinh cCia td chdc TQM da ddpc sd dung rpng rai san xuat, giao due, y te, chinh quyen, cac nganh cong nghiep va dich vu, cung nhd cac chddng trinh khoa hpc TQM dddc coi la bat nguon vao dau thap nien 1920, li thuyet thdng ke lan dau tien ddpc ap dung de kiem tra chat Idpng san pham Cho den nay, ngddi ta thddng chia cac giai doan phat trien cua quan li chat Iddng ba giai doan chinh nhd sau: kiem tra chat Idpng, dam bao chat Idpng va cai tien lien luc Neu nhd kiem tra chat Idpng chu yeu tap trung phat hien va loai bd toan bp hay tdng phan san pham cudi cung khong dat cac chuan mdc chat Iddng, thi dam bao chat Idpng tap trung phdng ngda sd xuat hien nhdng san pham chat Iddng thap, cai tien lien tuc chu vao viec thddng xuyen nang cao chat Iddng thong qua viec tat ca vien td chdc deu tham nhuan cac gia tri van hda chat Idpng cao va nang cao vai trd tdi da cua ngddi trdc tiep lam san pham (Sallis E., 1993; Pham Thanh Nghi, 2000; Nguyen Ode Chinh, 2003; Nguyln Lpc, 2009) Giai doan cai tien lien tuc ddpc gpi la TQM va ddpc coi la mdc dp phat trien cao nhat cCia quan li chat Bang 1: So sanh noi dung dac trung cua cac giai doan phat trien IdOng (Xem Bang quan li chat lupng 1) ' Mpt dieu can Cac giai doan Npi dung dac trdng Idu tarn la cac Khdng nang cao chat Idpng, ma tri chat Kiem tra chat Idpng giai doan phat trien Idpng theo cac chua'n mdc da dinh Vai trd cua tra la tdi da, vai tro cua ngddi dau cCia quan li chat Iddng, viec ap san xuat la tdi thieu dung li thuyet thdng On djnh ve chat Idpng thong qua cd che chju Dam bao chat Iddng ke ddng mpt vai trd trach nhiem vdi ngddi tai trd, ngddi sd dung dich vu va ngddi sd dung lao ddng Ngddi san xuat, het sdc quan ngddi dieu hanh, cd sd san xuat va cd quan ben Trong thap nien ngoai phd'i hpp hai hda de tang trach nhiem 1920, Shewhart W ngddi trdc tiep san xuat phat trien dng dung cac phddng phap Thddng xuyen nang cao chat Idpng Cai tien lien tuc Tat ca vien td chdc deu tham nhuan thdng ke vao quan cac gia tri van hda chat Idpng cao li chat Idpng 6ng Vai tro cua ngddi san xuat la tdi da da thdc hien cac Trong mot so tai lieu d Viet Nam, mpt so tac gia dung thuat ngd Quan If chat Iddng tdng the Trong bai nay, can dung thuat ngur bang tieng Viet, chung toi dung Quan li chat Iddng toan the vi ban chat cua TQM trddc het la thu hut tat ca moi ngddi, sau mdi la ap dung cho tat ca cac khau cua to chdc "Toan the" co nghTa nghieng ve tat ca mpi ngddi hdn, "tong the" nghieng ve tat ca cac ddn vi, td nao hdn (ta noi: toan dan, toan the vien, vv., chd khong the noi tdng dan, tdng the vien) Tuy vay, mdc dp khap khieng nhat dinh djch tieng Viet, chung toi van thien ve y tddng dung thuat ngd gdc la TQM, vdn da ddpc qudc te chap nhan td lau KHGD sd 54, thdng - 2010 bieu kiem soat hien dai dau tien va da chdng minh rang bien ddi qua trinh san xuat din den bien dpng san pham VI vay, loai trd cac bien ddi qua trinh se din den mpt tieu chuan tot cua san pham cudi cung Tuy vay phddng phap khong dddc phat trien manh d My, ma ddpc "xuat khau" qua Nhat Ban Khai niem da dddc phat trien manh tai Nhat Ban nhdng nam 40 bdi cac nha quan li ngddi My nhd Deming, Juran va Feigenbaum Trong tarn ddpc md rpng td chat Idpng san pham sang chat Idpng cua tat ca cac van de pham vi mpt td chdc ddpc coi nhd sd khdi dau cua TQM Trong thap nien 1940, cac san pham Nhat Ban da ddpc nhin nhan nhd dd re tien, bit chddc kem chat Idpng Cac nha lanh dao cong nghiep Nhat Ban nhan thdc dddc van de va de muc tieu san xuat san pham canh tan cd chat Iddng cao Hp mdi mpt sd chuyen gia hang dau ve chat Iddng nhd Deming, Juran, va Feigenbaum de hpc each lam dat ddpc muc tieu Deming W gpi y ring hp cd the dat dddc muc tieu cja minh nam; khong nhieu ngddi Nhat tin dng ta, nhien, hp vln lam theo de nghi cua ong Trong nhdng nam 1950, kiem tra va quan li chat Iddng phat then nhanh chdng va trd mpt chu de chinh cua quan li Nhat Ban TQM bao gid cung gin lien vdi sd cdng cua nen cdng nghiep Nhat Ban Khai niem va djnh nghTa Tuy ddpc bit dau de cap den td nhdng nam 20, phat then vao nhdng nam 40 va 50, nhdng thuat ngd TQM mai sau mdi dddc sd dung Cd nhieu ngddi cho ring TQM ban diu ddpc gpi la Kiem tra chat Idpng toan the (nguyen ban tieng Anh la Total Quality Cotrol, viet tat la TQC) ddpc Feigenbaum A lan dau tien dung vao nam 1951 cudn Kiem tra chat luong: Nguyen tac, Thuc tiin va Quan Tri Thuat ngd TQC da ton tai cung vdi thuat ngd Nhat Ban "Kiem tra chat Idpng toan cong ty" (Company Wide Quality Control - CWQC) ma Ishikawa sd dung tai Hpi nghi qudc te dau tien ve kiem tra chat Idpng tai Tokyo vao nam 1969 Sd khac biet gida hai thuat ngd cung khdng ro rang Thuat ngd Quan li chat Iddng tdng the (TQM) bat dau dddc xuat hien vao nhdng nam 1980 va cd hai gia thuyet ve xuat xd cua nd: Mpt gia thuyet cho ring TQM ddpc sd dung nhd la mpt sd hieu sai dich thuat ngd "kiem tra" td tieng Nhat Ban sang tieng Anh vi khdng cd sd khac biet gida cac td "kiem tra" va "quan li" tieng Nhat TQM lan dau tien ddpc de cap bdi Koji Kobayashi tai (Cdng ty Dien NipponNEC) bai phat bieu cua ong nhan giai Deming nam 1974 Mat khac, Hpi chat Idpng Hoa Ky lai cho ring thuat ngd TQM da dddc sd dung bdi Ldc Idpng chi huy he thdng khong gian cua Hai quan My (US Naval Air Systems Command) vao nam 1984 de md ta phdOng phap tiep can cai tien chat Idpng theo phong each cua Nhat Ban vi hp khdng thich td "kiem tra" thuat ngd "Kiem tra chat Idpng toan the" Khi ban ve TQM, dieu dang Idu y la chinh cac dng td ve TQM nhd W E Deming, J M Juran, K Ishikawa, A V Feigenbaum, P B Crosby cung khong dda mpt djnh nghTa trpn ven ve khai niem Hp thddng de cap den nhdng dac diem, tinh chat, td tddng, triet li hoac tddng td Cd the ke den nhdng cum td tieu bieu hay dddc nhic nhieu nhd: tap trung vao khach hang, sdtham gia cua tat ca nhan vien, lien tuc cai tien va gin ket quan li chat Idpng vao toan the to chdc Mac du cac net phac hoa la tddng td Deming W dddc coi la chuyen gia quan li ngddi My co anh hddng nhieu nhat den sd cong cua nen cong nghiep Nhat Ban thdi gian qua Ong co ten day du la W Edwars Deming, sinh nam 1901 va la ngddi dau tien gidi thieu cho ngddi Nhat ve cac van de kiem tra chat Iddng Nam 1950 ong tien hanh mpt seminar bdn cho cac nha quan li cong nghiep Nhat Ban va tddo trd di ong trd "ong to" cua cong nghiep Nhat Ban Oe ghi nhan cong lao cua ong, nam 1951, Nhat Ban da thap cai gpi la Giai thddng Deming Day la giai thddng co uy tin rat cao d nddc Nhat va dddc danh de trao cho cac cong ty dat ddpc chat Iddng cao nhat nam Tuy vay d My, mai cho den nam 1980 ten tudi Deming mdi dddc biet den rpng rai ngddi ta bat dau nhac den hien tdpng Nhat Ban Td trd di ong ta dddc nhieu cong ty hang dau cua My san don va mdi lam cd van Khi trd ve My ong co noi: "6 My, chung ta can phai ddpc bao ve va canh tranh hdn Sd Ida chpn that dpn gian Neu mudn co tinh canh tranh cao hdn thi chung ta can phai bat dau td chat Iddng" KHGD so 54, thdng 3-2010 Khoa hoc Gido duenhu nhau, song van nhieu dieu chua ro Tham chi cho den van co y kien cho rang cac dinh nghTa chua neu ro dupe nhdng thuc tien, chinh sach, va cac hoat dpng can thiet dupe tien hanh de phu hpp vdi dinh nghTa TQM Nam 1994 To chdc tieu chuan hoa qudc te (ISO) da dua dinh nghTa ve TQM: "TQM la phirong phap quan li cua mpt to chirc, tap trung ve chat lupng, dua tren su tham gia cua tat ca cac vien cua minh va nham den cong lau dai thong qua su hai long cua khach hang, dong thdi mang lai Ipi ich cho tat ca vien cua to chirc cung nhu xa hpi" (ISO 8402:1994) Marsh J cung dua mpt dinh nghTa rat dang chu y nhu sau: "TQM la mpt triet li dupe kem theo cac cdng cu va quy trinh cho viec then khai thuc ti&n nhim dat dupe mpt van hoa cai tien lien tuc tat ca cac vien cua td chUc thuc hien nham dap ung va lam hai long khach hang" (Marsh 1992: 3) Noi dung cua TQM Khai niem npi dung cua TQM dupe sd dung d day kha tuong ddi, nham bao ham mpt each cd he thdng su da dang cua cac khia canh dupe phan tich xem xet TQM Od cd the la triet li, nguyen tac, phan hoSc yeu td, v.v Trong pham vi bai etiung toi xin de cap den hai npi dung hay dupe ndi den nhieu nhat, dd la nguyen tac va to Ve nguyen tac, mdi nha nghien cdu deu cd quan diem rieng cua minh Neu nhu Deming de 14 nguyen tac, thi Juran de chudng trinh budc, Feigenbaum neu budc kiem tra cung vdi 10 tieu chi so sanh chat Iddng, Crosby de xuat tuyet ddi cua chat lupng cung qua trinh 14 budc Nhdng cai gpi la nguyen tac nhin chung cung kha trung Idp vdi hau het cac nha nghien cUu, song cung cd nhdng diem khac nhau, tham chi ddi ngUpc Ching han, tat ca deu Ong hp viec sd dung thdng ke quan li chat lupng song Crosby thi phan ddi, Deming, Juran va Ishikawa cho ring chat lupng san pham kem la quan li, Crosby cho rang dd la vi cong nhan; Crosby ung hp y tudng san pham khdng ldi (zero defects) thi Deming lai khdng quan tarn, v.v 10 Ngh n cux Sau day la 14 nguyen tic ndi tieng ve TQM cua Deming: Tao sU kien dinh ve muc dich cai tien; Chap nhan triet li mdi; Khong phu thupc vao tra; 4, Dung viec khen thudng chi dua vao hieu qua tien bac; Khong ngUng cai tien tat ca he thdng td chdc nhim nang cao chat lupng san pham va dich vu; The che hoa viec dao tao tai noi lam viec; The che hoa lanh dao; Loai bd rao can de mpi ngddi trd nen tU hao ve trinh dp lanh nghe cua minh; Pha vd rao can gida cac phong ban; 10 Xoa bd cac khau hieu, Idi hd hao; 11 Loai bd cac chuan viec lam va quan li theo sd lupng; 12 Cho phep nhan vien dupe tu hao ve tay nghe cua ban than; 13 Khuyen khich hpc tap va tu hoan thien; va 14 Cam ket cua cap lanh dao cao nhat Tai Nhat Ban, TQM dupe coi la bao gdm bdn budc qua trinh, cu the la: Kaizen - Chu ve "Quy trinh lien tuc cai tien", de lam cho qua trinh nhin thay dupe, l§p lai va cd the lUdng Atarimae Hinshitsu - y tudng rang "viec gi can den thi se den" (vi du, but sinh de viet) Kansei - Xem xet each thdc ngddi dung cac san pham nhim de cai tien san pham Miryokuteki Hinshitsu - y tddng rang "vat pham cin phai cd chat Idpng tham mT (vi du, mpt cay but ddpc dung de viet cho ngddi viet cam thay thich thu) Khi de cap den cac to ddpc sd dung TQM, ngddi ta thddng phan tich cai gpi la cac he thdng chat Idpng dddc sd dung rpng rai d nhieu nddc tren the gidi Ta cd the ke den cac he thdng: Giai thddng chat Iddng qudc gia Malcolm Baldrige (Malcolm Baldrige National Quality Award), Giai thddng quan li chat Idpng chau Au (European Quality Management Award), Giai thddng chat Idpng Uc (Australian Quality Award), Chdong trinh tre em Koalaty (The Koalaty Kid Program), Giai thddng Deming (The Deming Prize), Quy tac hanh nghe quan li chat Idpng ISO 90002000/ (The ISO 90002000/ Quality Management Code of Practice), Dau td cho ngddi (Investors in People), Mo hinh xuat sic Nam Phi (The South African Excellence Model, Bang ghi diem kinh doanh (The Balanced KHGD sd 54, thdng 3-2010 9hiet curu Business Scorecard), He thdng quan If chat Iddng Scotland (The Scottish Quality Management System), v.v Mac du ten goi rat khac nhau, song cac he thdng deu cd dac trdng chung la de mot danh muc cac tieu chi ve chat Idpng dddi gdc TQM lam CO sd de danh gia chat Iddng cua cac td chdc Ching han, Giai thddng chat Iddng qudc gia Malcolm Baldrige bao gdm tieu chi danh gia sau: Lanh dao; Xay ddng ke hoach chien Iddc; Chu khach hang va thi trddng; Thong tin va phan tich; Chu nguon nhan Idc; Qua trinh quan li Giai thddng Deming bao gdm: Chinh sach; Quan li cua td chdc; Giao due; Thu thap thong tin; Phan tich; Chuan hoa; Kiem tra; Dam bao chat Iddng; Ket qua; 10 Xay ddng ke hoach tddng lai Nhin chung cac he thdng TQM cua cac qudc gia khac tren the gidi deu cd danh muc so Idpng tieu chi danh gia khong qua sd 10 va thddng bao gdm nhdng tieu chi quan nhd lanh dao hoac quan li, nguon nhan Idc, thong tin, khach hang, xay ddng ke hoach Thddng thi tdng tieu chi cac he thdng lai ddpc chia nhd nhieu noi dung nhd la nhdng tieu tieu chi Vi du, Giai thddng quan li chat IdOng chau Au (European Quality Management Award, ddpc viet tat la EQA, bao gdm tieu chi danh gia nhd sau: Lanh dao; Quan li ngddi; Chinh sach va chien Idpc; Nguon Idc; Qua trinh; Sd hai long cua nhan vien; Sdhai long cua khach hang; Tac dong ddi vdi xa hoi; Ket qua kinh doanh Tdng tieu chi bao gdm nhieu tieu tieu chi nhd sau: Lanh dao • Cai thien ro ret ve lanh dao chat Iddng toan the; • Mpt van hda chat Idpng toan the nhat quan; • Cong nhan va danh gia cao nhung no Idc cua nhdng ngddi khac; • Hd trp thdng qua viec cung cap cac nguon Idc; • Sd tham gia cua khach hang va nha cung cap; • Hoat dpng xuc tien manh me chat Idpng KHGD sd 54, thdng - 2010 Khoa hpc Gido due toan the ben ngoai td chdc Quan li ngudi • Cach thdc nguon nhan Idc ddpc lap ke hoach va cai thien; Phat then thdng qua viec tuyen dung, dao tao va thang tien nghe nghiep; • Cac ca nhan va cac nhdm nhat tri ve cac muc tieu va danh gia thdc hien; • Sd tham gia vao cai tien lien tuc va trao quyen Idc; • Truyen thdng hieu qua Chinh sach va chien lupc • Chinh sach va chien Idpc xay ddng tren y tddng ve chat Idpng toan the; • Dda tren cd sd cua thong tin cd lien quan va tdng hdp; • Cac co sd cho viec lap ke hoach kinh doanh; • Truyen thdng ro rang; Cap nhat va cai thien Nguon luc • Chinh sach va chien Idpc hd trp tai chinh; • He thdng dpr lieu ddpc quan li de cai thien; • Chinh sach va chien Idpc hd trd cac nha cung cap, vat lieu, nha xddng va thiet bi; • Cdng nghe ddpc ap dung de dam bao hieu qua tdi da Qua trinh • Xac d|nh cac qua trinh quan de dat cdng; • Quan li cd he thdng va nhat quan ddi vdi cac qua trinh; • Do Iddng va phan hdi dddc sd dung de xem xet va cai tien quy trinh; • Khuyen khich ddi mdi va sang tao cai tien qua trinh; • Then khai va danh gia cac thay ddi cua qua trinh Su hai long cua nhan vien • Do Iddng va dap dng nhan thdc cua nhan vien; • Xac djnh va Iddng cua cac yeu td lien quan den sd hai long cua nhan vien Su hai long cua khach hang • Do Iddng va dap dng danh gia cua 11 Khoa hoc Gido dueN khach hang doi vdi cac san pham, dich vu va cac mdi quan he; Xac dinh va Iddng cua cac yeu to lien quan den sd hai long cua khach hang Anh hudng doi vdi xa hpi Phan tich nhan thdc cua cong ddng ve mdc dap dng nhu cau va mong doi; Sd dung cac chi so khac de chdng minh ve tac dong xa hoi Ket qua kinh doanh Bieu thi cac chi so tai chinh cua sd cdng cua td chdc; Bieu thj cac chi tieu phi tai chinh cua sd cong cua td chdc TQM giao due Nhd nhieu ITnh vdc hoat dong kinh te -xa hpi khac, giao due cung dang chju anh hddng cua nhieu yeu to, va dieu dd dan den sd can thiet tat yeu ap dung quan li chat Idpng, dd cd TQM Cac yeu to bao gdm trddc het la sd gia tang cang nhieu so Iddng hpc sinh, sinh vien va keo theo sd gia tang cua sd Idpng trddng Idp cung nhd cac dieu kien khac nhd dpi ngu giao vien, tai chinh, cd sd vat chat, v.v Yeu td thd hai can nhac den la xu the phan cap cang gia tang cac quyen quyet djnh quan trddc day nhd tai chinh, nhan sd, chdong trinh, tuyen sinh, v.v dang dan ddpc chuyen xudng cac CO sd giao due Xu the thd ba cung ddng vai trd quan trong viec tang cddng quan li chat Iddng giao due la tinh dan chu dddc nang them mpt bddc nhdng khach hang cua giao due cang cd ddpc nhieu thong tin ve cac trddng, va dd cd co hpi giam sat sat hon qua trinh van hanh cua cac cd sd Cudi cung la qua trinh hpi nhap qudc te dang xay tdng bupc cac trddng d Viet Nam phai chu hdn nda van de chat Idpng de cd the gid vdng vi the canh tranh cua minh Ned nhd giao due da ap dung cdng cac giai doan dau cua quan li giao due la kiem tra va dam bao chat Iddng thi giai doan sap tdi can nghiem tuc xem xet viec trien khai TQM nham dda quan li chat Iddng giao due len tarn cao mdi, dap dng nhdng ddi hdi mdi cua thdi dai Cac y tddng nhd tap trung vao khach hang, cai tien lien tuc hay la huy dpng toan bp nhan vien nha trddng tham gia vao quan li chat Idpng la hoan toan kha thi dieu kien giao due Mat khac, 12 g i curu j § i qua viec phan tich cac he thdng chat Idpng ta thay cac tieu chi dddc neu cd the ddpc cu the hoa mpt each tdong thich td moi trddng cua mpt td chdc kinh doanh sang mpt td chdc giao due Ket luan Muc dich cua bai khong la gi khac ngoai viec gidi thieu mpt each ddn gian va nhat quan ve TQM, nhan manh rang dd la mpt khung rpng cho viec ap dung, thd nghiem va cai thien Tac gia cd gang lam ro lich sd phat trien cua TQM nhd la mpt hien tdpng phdc tap, da dien va nhieu tranh cai Tiep theo, chung toi de cap den sd phan tich khai niem, va sau dd la djnh nghTa ve TQM Oac biet bai bao nhan manh den cai gpi la cac nhan td hay la cac tieu chi danh gia cua cac he thdng chat Iddng dddi gdc dp TQM Cudi cung la neu len nhdng suy nghT ve viec ap dung TQM giao due, cung nhd khang djnh tinh kha thi va can thiet cua TQM, neu giao due thdc sd mudn vdon len tarn cao chat Idpng mdi TAI Ll£U THAM KHAO 1, Nguyen Due Chinh (2003), Kiem dinh chat tupng tro giao due dai hpc, NXB Dai hoc Quoc gia Ha Npi Davies B and Ellison L (1997), School Leadership for the 21st Century, Routledge, London and New York Nguyen Lpc (2009), Quan li chat lupng giao due Tap giao trinh danh cho dao tao cao hpc DHQG TPHCM, Vien Khoa hpc Giao due Viet Nam Marsh, J (1992), The Quality Toolkit, Reading,: IFS International Pham Thanh Nghj (2000), Quan ly chat lupng giao due dai hpc, NXB Dai hpc Qudc gia Ha Npi Sallis E (1993), Total quality management in educatio Philadelphia: Kogan page SUMMARY The purpose of this article is to introduce a simple and consistent understanding about TQM, emphasizing tha is a broad framework for application, piloting and impr ment The article attempts to clarify the historical deve ment of TQM as a complex phenomenon, multifaceted an much controversial Furthermore, the article undertak the analysis of the concept and then the definition of TQ Especially it emphasizes the so-called components or c teria of quality systems of TQM Finally, there are so reflections on the application of TQM in education as as the feasibility and necessity of the TQM in education education is expected to rise to new heights of quality KHGD so 54, thdng - 2010 ... nghTa ve TQM Oac biet bai bao nhan manh den cai gpi la cac nhan td hay la cac tieu chi danh gia cua cac he thdng chat Iddng dddi gdc dp TQM Cudi cung la neu len nhdng suy nghT ve viec ap dung TQM. .. hoat dpng can thiet dupe tien hanh de phu hpp vdi dinh nghTa TQM Nam 1994 To chdc tieu chuan hoa qudc te (ISO) da dua dinh nghTa ve TQM: "TQM la phirong phap quan li cua mpt to chirc, tap trung ve... 1992: 3) Noi dung cua TQM Khai niem npi dung cua TQM dupe sd dung d day kha tuong ddi, nham bao ham mpt each cd he thdng su da dang cua cac khia canh dupe phan tich xem xet TQM Od cd the la triet