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^nienjciru Khoa hoe Giao due M O H I N H QUAN Lf CHAT LITONG TONG THE (TQM) VA M O I TRUbl^G QUAN U CilA TO CHUIC , ''''/*;^''''''''J3Vi'''' Mo hinh Quan li chat lugng tong the (Total Quality Management TQM) duge[.]
-Khoa hoe Giao due ^nienjciru- Lf CHAT LITONG TONG THE (TQM) VA M O I TRUbl^G QUAN U CilA TO CHUIC M O H I N H QUAN ,.'/*;^''J3Vi' • LlDlNHSON Dai tioc Da Nang M o hinh Quan li chat lugng tong the (Total Quality Management - TQM) duge ap dung cong san xuat, kinh doanh va ea giao due a nhieu nuae tren t h i giai Nhieu nha nghien CLPU v l quan li khang djnh day s§ la mo hinh nhat eua tuang lai, chat lugng tra yeu to quylt djnh su t i n tai va phat trien cua bat eu loai hinh to ehuc nao tren t h i giai nuae ta, nam 2008 - 2009 Tong cue Do luang Chat lugng Viet Nan] da trien khai mpt nhiem vu khoa hpe cap Bp (Bp Khoa hpc va Cong nghe) v l "Pho biln ap dung He thong quan li chat lugng ding bp - TQM cho cac doanh nghiep Viet Nam" Tuy nhien, d l ap dung hieu qua TQM vao cac doanh nghiep va nha truang a nuae ta se eon ea chang duang dai va nhilu kho khan Kho khan Ian nhlt viee dua TQM vao mpt to chuc ehinh la a dieu kien moi truang quan li cua to chuc NhOng nha li Iuan ve TQM gpi la "moi truang van hoa" eua to chipc Nghien euu moi truang quan li eua to chuc tren ca binh dien li Iuan va thue tiln xem xet van d l ap dung mo hinh TQM se hufu ieh doi vai nha quan li quylt djnh ap dung mo hinh if-: J i jc'"'- ; ' f,v- V:>; - •'•• ,: • TQM va dac tru>ng moi tripang van hoa cua to chiFC ap dung TQM Theo A.Feigenbaum: TQM la mpt he thing hOu hieu nham hpi nhap nh&ng n6 luc v l phat triln, tri va cai tiln chit lugng cua cae to, nhom mpt ehuc de c6 the t i l p thj, ap dung khoa hpc kT thuat, san xuat va eung ung djch vu nham thoa man hoan toan nhu eau eua khach hang mpt each kinh t l nhat Nha nghien euu Histoshi Kume (Hpi tieu ehuan Nhat) khang djnh: TQM la mpt dung phap quan trj dua d i n eong, tao thuan Igi eho tang truang ben vu'ng cua mpt to chCfc thong qua viee huy dong h i t tat ea tam tri eua tat ca cac vien nham tao chat lugng mpt each kinh te theo yeu eau eua khach hang Dac trung eua TQM la khong ap dat mpt he thong KHGD sd 59, th^ng - tieu ehuan cung nhae eho bat ki to ehi>c nao."Tat ca mpi nguai, bat ki a cuang vj nao, vao bat ki thai dilm nao eung d I u la nguai quan li chat lugng phIn viee eua minh va hoan no mpt each tot nhat" Chit lugng dpi ngu, ehinh nhung nguai true tilp lam viee eae qua trinh eOa doanh nghiep tu djnh cho minh va tilp tuc cai tiln, sang tao, nang eao nham thoa man hoan toan nhu eau eua khach hang Thong qua dpi, nhom chit lugng va bang eae eong eu, kT thuat kilm soat chit lugng, cac vien to chuc cung hgp lue tao nen chit lugng, huang tai dap ung va vugt ea mong dgi eua khach hang Moi truang van hoa eua to ehuc ap dung TQM duge dac trung bai su lien kit, cam kit, ehia se tam nhin, su thong suit cua thong tin, truyin thong; bau khong cai ma, dong thuan Cach van hanh to ehuc vugt len tren quan he thu bae truyin thing (Karl Albreteh gpi la "to chirc dao ngugc"[6]) Chat lugng va nhu eau khach hang gan k i t cac vien to ehuc Lao dong sang tao hinh mpt to chuc ham hpc hoi, nguai lanh dao t h i hien vai tro h i trg, tao dilu kien va khich le cae qua trinh cai tiln Mpt moi truang quan li nhu vay tao nen nIn tang van hoa thue, day mam, phat huy cac sang kiln cua dpi ngu, lam cho cac qua trinh eong viee va hoat dong chung cua to chuc CO hieu qua han nhilu Tat nhien, chat lugng chi c6 t h i dat duge nha c6 qua trinh quan li chat che TQM la phuang each quan li dua tren su kien ehu khong phai la mpt khau hieu dong vien dpi ngu Cae cong cu quan li, kilm soat chat lugng hang dugc su dung eho cae qua trinh chat lugng D i l m n i l trpi a day la mpi nguai to ehuc lam viee vai y thue, su dam me chat lugng, tu quan li chat lugng eong viee eua minh Luan giai ve SIP phat trien moi tru'ang quan li cua to chijc Moi truang quan li cOa to ehuc dugc hinh va phat then khong ngiu nhien Mac du no chju anh 11 Khoa hoe Giao due ii»i huang true tilp eua dinh huang quan li ma to ehipc lua chpn, nhung ehi eo t h i duge eung e l , tri hoae thay doi qua trinh hoat dong lau dai eua to ehuc Mpt each khai quat, lich su phat triln kinh t l , su phat triln moi truang quan li cua to ehuc da trai qua qua trinh cai biln lau dai hang t h i kl Dae trung moi truang quan li eua to ehuc tren thue t l thuang g i n vai mpt mo hinh quan li eu t h i Phan tieh dae dilm ea ban cua cae mo hinh quan li tieu bilu duge bilt d i n tren t h i giai t h i ki XX c6 the dua nhung luan giai thuylt phuc v l su phat trien moi truang quan li cua t l chuc Viee phan loai va gpi ten cac mo hinh quan li to chuc d i n ehua tim duge tilng noi chung giai hpe thuat Theo Barbara A Spencer [1] c6 ba mo hinh quan li to ehuc can ban, la "Mo hinh ca giai", "Mo hinh sinh hpe" va "Mo hinh van hoa" Ba mo hinh ehu y l u , theo quan diem eua Yu.N.Baryshnikov [2], dugc hieu nhu cac nhom eo dac trung khac nhau: 1/M6 hinh eung (mo hinh m l i quan he ehinh thue, mo hinh hanh chinh, mo hinh quyen uy); 2/M6 hinh m i m (mo hinh quan he khong chinh thue, mo Bang Dac tinh (tieu chi phan biet) eua cae mo hinh quan li tieu bleu DAC TiNH CAC M HiNH MMC tieu Hffp li Quy trinh noi bo (1) (2) Moi quan he nguai (3) hinh tam li - xa hpi, mo hinh huu ca); 3/M6 hinh h i n hap, kit hgp eae t l eua ca hai mo hinh tren a mpt dang can bang phu hgp Trong s i cac ban mo ta mang tinh khai quat eao phai ke den cong trinh nghien euu eua cac tac gia Robert E.Quinn (University of Michigan), Sue R Faerman (State University of New York at Albany), Michael P.Thompson (Brigham Young University) va Michael R.McGrath (Person Decisions International) Theo [5], eo b i n mo hinh quan li tieu bleu eua t h i ki XX: mo hinh Muc tieu hgp li (Rational Goal Model); mo hinh Quy trinh noi bo (Internal Process); mo hinh Mdi quan he nguKfi (Human Relations Model) va mo hinh He thong ma (Open Systems Model) Chung ta hay xem xet nhOng dac tinh eg ban eua b i n mo hinh bang dual day Theo cae tac gia da neu [5], hai mo hinh dau phat triln vao phan tu thCr hai cua t h i ki XX, hai phan tu lai eua t h i ki thupc v l hai mc hinh sau Su "tien hoa" eo nen tang tu su phat triln cac mli quan he xa hpi eua thai dai, trinh dp phat triln eua nhan thue va y thue cua nguai lao dong (song hanh vai su phat triln cua khoa hpc, cong nghe) Su phat triln cua cac mo hinh quan li the hien ro a su khac biet d l nhan thay quan sat eae dae tinh trinh bay bang Bon mo hinh quan li mang thong diep chu dao H$ thong m d duang nhu mau thuin Co t h i thay ro cac (4) quan diem quan li lay viee tri su on djnh eua to ehuc lam nIn tang (mo hinh 2) va - Ghia s6 t i m nhin viee dat to ehuc vao trang thai luon biln doi - Thich nghi (mo hinh 4) la rat khac Mpt blu.khong - SIP phtj to chuc bao trum tinh kinh t l hgp li (mo hgp vdi m5i hinh 1) d l i lap vai mpt moi truang ma a truang thay dni cac diln biln tam li cua nguai dugc To chuc CO quan tam hang d I u (mo hinh 3) - Tinh kinh te hp'p li - D a n gian hoa cong vi#c -TInh6n djnh - Lien tuc tri - Ghia se cac gia trj - Tinh than hgp tac Nguyen li quan li Lien ket kT thuat vS ngy&i nham tai muc tieu djnh san vk c^ch l^m hp'pli Quan trj, tri trSt tg- thif bSc, traeh nhiem theo thu tuc, coi trgng tinh on djnh Quan If cac moi quan h# than mat, tao dyng SM' dong thuan KTthugt quSn li ChuySn m6n h6a, "hgp li hoa" cong viee day chuyin s^n xuat K i l m so^t th6ng qua quy che, quy trinh cSc chinh s^ch vS thu tyc Huy dOng s y tham gia cai ma cua mgi nguai; tinh den cac t^c dgn'g tSm If Tao dyng b l u khong doi mai va quan li s u thay d l i Nha lanh dao kien q u y l t , ki§n djnh Ngu-W giam sat vii d t l u phdi vien Co van va la nguai tao d i l u kiSn thugn Igi Nha cai each va nguai c6 anh-huang TiSu chi ffjnh hirong Vai tro ctia nha quan li 12 Eii£==y| tinh lam thdi, phi t h i thO-c, mem deo, d i thay doi han Id quan ligu Moi truang quan li eua to ehtpc theo cae mo hinh quan li (3) va (4), so sanh vai cac mo hinh (1) va (2), ro rang da eo su thay d l i Ian Do la su djch chuyin tO each quan li nguyen tac eung nhae, lien kit kT thuat va nguai theo eae muc tieu djnh sin, dae trung bai tinh kinh t l hgp li (eu the) d i n each quan li dua tren eae m l i quan h§ cai mg, viee thue hien muc tieu eua to chuc can CO su ding thuan, thau hieu, ehia se va hgp tac eua mpi nguai Tu e h l nhan manh quan he thu bae, traeh nhiem theo thu tue, eoi trpng tinh on djnh, lien tue tri d i n each quan li huang tai su thay doi, m I m KHGD so 59, thang - -Khoa hoe Giao due Bang So sanh cac ySu to ca ban vi moi deo, ehia se t i m nhin va thich nghi, phu hgp vai moi truvyng quan li cua to chiK giCra "mo hinh kit truang luon biln dpng Co the xem la su phat hgp" va TQM triln moi tru'ang quan li cua to ehuc qua cae mo hinh quan li Ijch su TQM phat trien kinh t l eua Mo hinh kit hgp (3 va 4) t h i ki XX Moi truang - Tam nhin dugc ehia se; hogt dpng dya - Tim nhin vd cac gia trj dugc ehia se - Bau khong doi mai, thich nghi, su phii tren nen tang van hoa to chuc quan li cae mo - Bau khong cai ma va dong thuan, mpi hinh sau dugc hoan hgp vai moi truang thay doi - Tinh thin hgp tac, moi quan he than m§t, hanh dpng dIu huang t&i chit lugng va cai thien han eae mo hinh dong thu|n, sy tham gia cai m* cua mpi tien lien tyc chat lugng - Chat lugng vd nhu clu khach hang gan kit truae d l t l ehuc thich ngud'i cac vien to chifc vai sy thong suit To chuc C O tinh lam thai, phi t h i thue, nghi vai moi truang cua thong tin, truyin thong mIm deo, d i thay doi han la quan lieu ben ngoai da thay doi - To chue vgn hanh theo chilu ngang han la Su phat trien duge theo quan h? thu bae ("To chuc dSo nguge") nhan thue nhu su thay doi moi truang quan li nham khac phuc nhuge dilm lieu cua cac mo hinh truae Vai each hilu do, giua - KT thuat quan li: Huy dpng su tham gia cai ma cae mo hinh luon t i n tai moi quan he bien ehung eua mpi nguai; tinh d i n eae tac dpng tam li Tao Moi quan he t h i hien rang a giai doan phat triln dung b l u khong d l i mai va quan li su thay doi nao do, eae y l u t l djnh huang quan li cua mpt mo - Vai tro eua nguvyi quan li: C l v I n va la nguai tao hinh CO the tra nen khong phu hgp va can duge dilu kien thuan Igi; nha cai each va nguai eo anh thay t h i , dilu ehinh bai cac y l u t l mai Vi du: su huang tuan thu v6 dilu kien cac quy trinh, thu tuc (mo hinh N l u chung ta dem so sanh moi truang quan li 2) CO the giam bat d l nhuang cho cho su thay d l i , eua to chLPC ap dung "mo hinh k i t hgp" vai moi doi mai (mo hinh 4) Su ehuyen mon hoa d i n may truang van hoa cua to chuc ap dung TQM thi eo the moc (mo hinh 1) eo t h i duge dilu ehinh bai su tham nhan thIy su phu hgp mang tinh ehu dao g\\Jea hai gia cai ma eua mpi nguai (mo hinh 3) moi truang so sanh (xem bang 2) D i l m ehung la moi truang thich nghi vai su thay doi NhCrng gi khac Hai tru'O'ng hap dien hinh ve moi tru'ang ma TQM dem d i n chi la djnh huang chit lugng cua quan li cua to chuc va van de ap dung TQM moi truang (mac du day la khac biet quan trpng, la 3.1 Trip&ng hgp dien hinh thu'nhat dae dilm nil trpi cua QLCL) Cae mo hinh quan li (3) va (4) duge xem la da Mli quan he dae trung giua cac mo hinh quan li khong nhlt thilt ehi the hien qua su thay d l i , dilu tra nen biln a eae nuae phat trien tu phIn tu chinh cae y l u t l khong phu hgp nhu da phan tieh, culi cua t h i ki XX Con TQM, da dem lai nhilu ma CO t h i eon la su bu dap uu dilm nao eua cong eho nIn kinh t l Nhat Ban vao thap nien mo hinh sau cho mo hinh truae Vi vay, eae nha 70, nhung cung chi duge quan tam rpng rai tren t h i nghien cifu da dat v I n d l : Tren thue t l , nha quan giai tij' thap nien 80 eua t h i ki XX Miln nhien, TQM li thuang eo khuynh huang theo dull, ap dung mpt duge tilp nhan tieh cue han va dat dugc nhilu mo hinh ma hp cho la tiln bp nhlt hay van dung k i t eong han eae mo hinh tiln bp neu tren (3 va 4) hgp cae mo hinh tien tiln? Nhieu nha nghien euu khpng eon xa la vai cae eong ty nhilu nuae tren t h i cho rang each lua chpn thu hai kha p h i biln va hgp giai TQM ehae chin c6 m l i quan he bien chung vai li "Mo hinh k i t hgp", ling ghep cac y l u t l su phat triln cac mo hinh quan li Dilu cho thIy, v l moi truang eua to chCpc tO hai mo hinh quan li (3) viee ap dung TQM a cac nuae c6 nIn kinh t l phat va (4), theo cac nha nghien euu [5], la mpt truang triln nhin chung eo nhilu thuan Igi, bai moi truang hgp diln hinh Mo hinh eo nhieu uu diem: van hoa eua to chue ma TQM doi hoi da dugc djnh - Tieu chi dinh hu^ng: Chia se t i m nhin, cae gia hinh kha ro rang tu quan dilm cua cac nha quan li tri Tinh than hgp tac; thich nghi, phiJ hgp vai moi d i n thue t l quan li cae t l chue truang thay d l i 3.2 Trwong hgp dien hinh thu'hai - Nguyen li quan li: Quan li cae m l i quan he than Truang hgp dien hinh thu hai eo the nhan dien mat, tao dung su dong thuan To chCpc eo tinh lam nhilu doanh nghiep, nha truang a nuae ta thai, phi the thirc, mem deo, d i thay doi han la quan Cy thuang khong nhan thIy su hien dien ro rang KHGD so 59, thang - 13 Khoa hoe Giao due mpt mo hinh quan li eu t h i Cae nha quan li di d i n lua chpn each quan li dua tren kinh nghiem va su k l thua, tilp thu tu nhCrng nguai tiln nhiem, nguai eo anh huang hoae tu ehiem nghiem tO thue t l , ehu it theo dull mpt each he thing mo hinh quan li nao Nha quan li eung it dat cho minh eau hoi: phuang thue ma hp dang si> dung trpng quan li t l ehuc da thue su phu hgp hay ehua Cach quan li theo thoi quen, dua tren kinh nghiem, each lam c l hCru nhu mpt le tu nhien I n djnh, it thay d l i ve ban chit nhu vay thuang gpi la each quan li truyin thing (QLTT) Khai niem ve each QLTT chi mang tinh tuang d l i va duge hilu nhu mpt su hinh dung mang tinh biln ve kilu quan li thjnh hanh hien cac to chuc thong thuang, ehua eo su doi mai can ban v l quan li Co t h i khai quat mpt s i y l u t l quan li dac trung eua cae te ehuc quan li theo each QLTT so sanh vai cae yeu t l dae trung tuang ung eua TQM nhu sau: N l u nhu su phu hgp eua cae y l u t l so sanh lien quan d i n "mo hinh kit hgp" va TQM (bang 2) la biln, thi su each biet giua cae y l u to quan li dae trung cua to chue quan li theo each truyin thong va to ehuc ap dung TQM (bang 3) lai rIt ro net Ro rang, ap dung mo hinh TQM vao cac doanh ngtiiep, truang dai hpc dang dugc quan li theo each truyin thong se gap nhieu kho khan va can cac giai phap tinh den han che cua moi truang quan li Ket luan va khuyen nghj Mo hinh TQM duge thua nhan tren t h i giai la mo hinh quan li chat lugng dem lai eong lau dai eho cac to chue Dae diem noi bat cua TQM so vol cac phuang phap quan li chat lugng khac la no eung c l p each tilp can toan dien cho cong tac quan li va cai tiln mpi khia canh lien quan d i n hoat dpng eua to chue thong qua viee huy dpng su tham gia cua mpi thar?h vien vao cae qua trinh chat lugng nham thoa man t i t nhat nhu eau cua khach hang Nhung TQM chi c6 the phat huy hieu qua tren nen tang van hoa quan li cua to chue a muc dp phat trien Bang Mot s6 yiu t6 quan li dae trwng cua to ehCre nhlt djnh Nhan thue v l mei truong quan li hien tai cua to chue, vay, rat can thilt doi vai eae nha quan quan li theo each QLTT so sanh vai TQM li CO y djnh tilp nhan TQM Ylu TQM QLTT Trong eae truang dai hpe nuae ta hien eon to so hien dien kha ro each QLTT D l ap dung cong sanh TQM, nha quan li can: - PhSn cap, tu chu, ty - Quyen luc tap - Can nhle su lua chpn cua minh, va nlu quyet trung, ca clu thu chju traeh nhi#m; x6a bo tam theo duoi mo hinh can tien lugng tru6c b§c, quan ni$m r5 sy ngSn each giua cic b5 1.Ca rSng ve cht>c vy, dja ph§n, logi bo mpi can tra; nhung kho khan, trg ngai eo the gap phai tac dpng chi vj - traeh nhipm gan traeh nhipm gan vai eong eua moi truang quan li quan if vai quyIn han viee Dac biet chu y xay dung moi truang van hoa chat - Thye thi cong - CSch tiln hanh cong viee can CLP O^C vi$e dya tren sy ty giae lugng va cae y l u t l lien quan, quan tam den viee nhiem vu dugc djnh cua mli vien, tinh thay doi each ung xu quan li nha truang san than traeh nhiem va tinh - Lua chpn giai phap ap dung tung buae, cu thi sSng tao dua tren cac nguyen t i c cua TQM, phCi hgp vai dieu - Quan hp dya - Long tin, phan quyIn, kien, moi truang thue te eua cac ca sa giao due nude tren chuc vu ca cam kit, chia se eua lanh ta (tranh ap dung theo khuon m i u nuae ngoai, nhan, traeh nhiem d?io, giao tilp cai ma duge giao - Sgi day lien hp 'eung ma khong tinh d i n thue trang quan li) QuyIn hgn - cau°, djnh huang thoa 2.M6i - Dau tu nghien euu cac tieu chi djnh huang giup quylt dinh tap trung man khach hang quan danh gia mtpc dp cai thien moi truang quan li cua to d eae cap quin li; - Moi truang hgp tac m mli lien hp clp b§c md rOng; khach hSng va chuc qua trinh ap dung TQM, de dua vao quan li tgo nen cac thu tyc ngudi cung ung ciJng chia dilu ehinh, khac phuc su khong phu hgp (theo dung phLPC tap, it chu se nham cai tiln lien tuc tinh than "quan li dua tren su kien" eua TQM) trpng hgp tac - Thong tin, truyin - ThSng tin tCf tr&n thong thong suit; sy thIu - Nhan thue ro TQM khong the thay doi tue thi xuIng vS dugc hilu v i ehia se giua cac chit lugng cua to chuc Su cam k i t va kien djnh eua biln CO muc dp theo vien nguai lanh dao vay rat quan trpng chuc traeh (Xem tiep trang 18) 14 KHGD so 59, thang - Khoa hoe Giao due giup cac bae eha me, t h I y c6 giao nhan bilt: - Thuang v l nha tinh trang t u trang, q u I n ao nat; - Co nhung v l t cao xuae, tham tim hay nhung v l t thuang khong ro nguyen nhan; - Thuang xuyen h i t sach t i l n tieu vat va phai xin them t i l n vai nh&ng ly khac nhau; - Noi d l i quanh; - Thuang vien ea bj I m d l nghi hpc; - Co b i l u hien lo l i n g , buon r l u , mien euang, sg hai di hpc - K i t qua hpc tap sut kem; - Thuang di v l b I n g nh&ng duang khac K i t luan Nghien euu hien tugng gay b i n hpc duang eho t h I y hpe sinh eo hanh vi bao lue vai la p h i b i l n va dang c6 c h i l u huang gia tang Chung d i l n a mpi truang, mpi e l p hpe va mpi lap hpe Cae hpc sinh c6 xu huang gay b i n hoae la nan nhan gay h I n d I u gap nhung kho khan tam li nhlt djnh Nh&ng hanh vi gay b i n duge lap di lap lai nhilu l l n se gay nh&ng ton thuang v l t h i chit, lam r l i loan earn xue, gay anh huang x l u d i n hpc tap va s u phat triln nhan each cua cae em sau Co ve nhu nha truang, gia dinh va xa hpi hien ehua ce bien phap giao due mang tinh he t h i n g va tieh cue n h I m ban e h l v I n d l Vi vay, hanh vi gay b i n dugc d u luan xa hpi danh gia la MO HINH QUAN U CHAT Ll/ONG nghiem trpng thi hp h l u nhu khong b i l t phai x u li t h i nao ngoai viee dgi vao nh&ng phan x u mang tinh phap li Tuy nhien khong phai hanh vi gay b i n nao eua hpe sinh eung dat d i n "tieu ehuin h l u toa" ; ? it,! TAI Lieu THAM K H A O Robert A Baron (1998), Psychology (aggretion), 4th Edition, Allyn and Bacon TrIn Thj Minh Dire, Hoang Xuan Dung, Thi/c trang gay han cua hoe sinh truvrng THPT, Trung tam H trg Nghien euu Chau A & Quy Giao due Cao hpe Han QuIc, Dai hpc QuIc gia Ha Npi, 2009-2020 HaNpimgi Online, 22/03/2010 4.http://w13.vnexpress.net/GL/Xahoi/2010/03/3BA19AFB/ http://tuoitre.vn/Ban-doc//\/g/7e-f/?ay-va-wef/ 6.http://dantri.eom.vn/c202/s202-383595//7OC-s/n/?danh-nhau-hoi-ehuong-canh-tinh-eho-nganh-giaoduc.htm , ,, ! SUMMARY ã:: ;.r-ôp*T 7776 author presents some basic characteristics of provocative activities among upper secondary students: levels, forms, initiators and victims which were the results of the study on " status of provocation among students of upper secondary schools" covering 771 students in provinces, namely Hanoi, Bac Ninh and Thai Binh : (Tiep theo trang 14) TAI LIEU THAM KHAO master manager: A competency framework, John Wiley Barbara A Spencer (1994), Models of organiza- and sons, inc New York, Chichester, Brisbane, Torontion and Total quality management: A comparison and to, Singapore; Sallis E (1994), Total Qualiti Management in Highcritical evaluation Academy of Management Review, er Education, KOGAN PAGE, Philadelphia - London Vol.19, N.3; SUMMARY Baryshnikov Yu.N (1998), Cac mo hinh quan li Outstanding advantages of Total Management Qualnhan su Kinh nghiem nimc ngoai va kha nang sir dung ity (TQM) have been analyzed by many management anwacNga, NXB RAGS, Moskva (tieng Nga); Tr§n Kilm (2006), Tiep can hien dai giao researchers, but the differences in the decisions on applying TQM in Vietnam Higher Education establishdue, NXB Dai hoc Su pham, Ha Npi NguySn Lpc(2010), "TQM hay la Quan li chat Iwang ments have been less addressed than elsewhere in the toan the giao due", Tap chi Khoa hoc Giao due so world This paper addresses an issue of a great importance in making decision and determining how to ap54 (3.2010), Vien Khoa hoc Giao due Viet Nam,5 Robert E.Quinn, Sue R Faerman, Michael R ply TQM in a particular organization - it is management Thompson, Michael R.McGrath (2002), Becoming a environment of organizations 18 KHGD so 59, thang - ... Outstanding advantages of Total Management Qualnhan su Kinh nghiem nimc ngoai va kha nang sir dung ity (TQM) have been analyzed by many management anwacNga, NXB RAGS, Moskva (tieng Nga); Tr§n Kilm (2006),