^ NGHIEN CUU THUS TliN GUU BUC QUAN Li HOAT DONG HO TRO SINH VIEN Ndi TRU TAI DAI HOC OUOC GIA HA NOI THEO TIEP CAN Q U A N Li CHAT LUDNG TONG THE HOANG THUNG N G H U DalhocQirfcglaHiNAI Emafl nghia«@[.]
^ NGHIEN CUU THUS TliN GUU BUC QUAN Li HOAT DONG HO TRO SINH VIEN Ndi TRU TAI DAI HOC OUOC GIA HA NOI THEO TIEP CAN QUAN Li CHAT LUDNG TONG THE H O A N G THUNG N G H U DalhocQirfcglaHiNAI Emafl: nghia«@vniLadii.in Tdm tdt: Bdi viit trinh bdy ve qudn li hoat ddng ho tra sinh vien ngi tru tai Dgi hgc Qude gia Hd Ndi theo tOp c^ quanii chdt Iagng tong the (Total Quality Management-TQMj.TQM gido duc Id triit Kvisgcdi tiin liintuQaUdA ndng cho moi cosdgido due mot he thong cong cu thiit thae nhdm ddp dng vd thda mdn vflpT mdc cdc nhu cdu mong muon cua khdeh hdng Vdn dung quan diem qudn li chdt Iaang tong the tren ea sd hodn thien hi thdng ddm bdo duft Iaang vd tdng bade ndng cao vdn hda ehdt Iaang Id laa ehpn thieh hap di d6i mdt vd ndng cao hieu qud qudn llbofS ddng ho trgstnh viin ndi tru tgi Oai hoe Quocgia Hd NdL Tdkhda: Qudn II chdt Iagng tong the; sinh vien ngi tru; gido due dai hgc (Nhdn bdi ngdy 27/6/2016 Nhdn kit qud phdn biin vdchinh sda ngdy 04/8/2016; Duyet ddng ngdy 27/9/2016) D i t vin de Q u i n lichatlUOTig tdng the{TotalQualityManagement -Viet t i t la TQM) l i mdt phuong thfle q u i n li kmh doanh c h i l n Iflpe n h i m g i n k i t nhan thfle v l chat Iflpng eho eie t h i n h vien eiia td chflc, x i m nhap v i lan tda cie quy trinh ciia td ehfle.TQM da va dang dflpc i p d y n g rdng r i i doanh nghiep s i n xuat, dieh vu va gan d i y dupe i p dung giao duc dai hoe Hoat ddng ho tro smh vifin ndi trii tai c i e trudng dal hoc, duoe eoi l i hoat ddng dich vu phuc vu, cd the t i m thay nhflng hieu q u i t f l vific ap dung q u i n li ehat lUong, cu t h l la q u i n li chat lupng toan dien -TQM Bai v i l t k h i l q u i t mdt vai net vi q u i n li chat luong tdng the va v i n dung v i o quan 11 hoat ddng hd trp smh vifin ndi tru tai Dai hoc Qudc gia Ha Ndi hien Hoat d d n g h d trcr sinh v i ^ n noi t r u tai Oai hoc Qudc gia H i Noi 2.1 Ouan niim vesinh vien 1.1 Sinh vien Id ngadi hoc Quan nifim sinh vifin l i ngudi hoe, d i l u ddi hdi ngudi lam edng t i c smh vien ean p h i i tao moi dieu kien thuan tifin giup sinh vifin hoe t i p v i cung cap eho ho mdt khong gian hoe tap; eo g i n g xay dUng m o i truong sinh hoat, mdi trudng hoe t i p lanh manh eho smh vien, tieh cue giiip d d ho tro smh vifin hoc tap 2.1.2 Sinh vien Id ngadi tiiu dung (khdeh hdng) Xet tren gde thi trudng va su p h i t t r i l n eua kmh te, smh vien chinh la nhflng k h i c h h i n g , ngfldi tieu dung Smh vien la ngudi tieu diing, nhUng chi la nhflnq nguoi tifiu dimg ehua hoan ehinh, Quan mem sinh vien l i ngudi tifiu diing cung dan l i m thay doi quan he gifla thay v i t r d y nghia tich eUc 96 • KHU HQC BUO DffC cua n d la thue d^y sfl tlen bp ciia g i i o due, ning cao trinh q u i n li, t i n g cfldng y thfle phue vy, Ngfltf M cdng tae smh vifin can p h i i x i y di/ng ^ thfle p h i ^ vy, coi qua trlnh g i i o due l i q u i trinh phyc vu, col quililnh quan li l i q u i trlnh phuc v u va hd trp Col k h i ning d t h l t h o i man nhu e i u eua sinh vifin l i m mue tifiu viy*u eau d i n h gia hifiu q u i edng t i c cita nhflng ngifdi lim edng t i e sinh vien 2,1.3 Sinh vten Id nhdng ngadi klin thiit vd xdy diflig Quan mem sinh vifin l i nhflng ngfldi kiln thilt vi x i y dflng, chlnh la g i u p d d n g d i o sinh vifin dflpc tham gia vao c i c hoat d d n g day hpe, nghien cflu khoa hqc quan li nha trUdng, lam cho sinh vien lam vific Hii hoe t i p Nhflng ngudl lam edng t i c sinh vifin cSn phii m d rdng eae hinh thfle, bifin p h i p h d trp sinh vifin dii((c t h a m gla eong hien n h i l u hon cho cdng t i c xiy di/ng va p h i t t r i l n cua nha t r u d n g , v i thdng qua dd giiip sinh vien m d rdng tam nhin, t i n g cUdng tieh luy kinh n g h l ^ thfle tien 2.2 Hogt ddng ho trg sinh viin ndi tru Dgi h^e Quoc gia Hd Ndi Hoat d o n g ho t r o sinh vien ndi tru l i t o i n b$ nhfflig tifin fch ma n h i t r u d n g eung c i p de sinh v i l n thi^hlfr tdt nhat q u y i n v i nghia vu npl tru cua minh H o a t d ^ ho t r o smh vifin ndi tru t h l hifin d c i e ITnh vyc nhuhitf? ddl song, hpe tap v i viec lam 2.2.1 Hoat dgng qudn li ngadi hoe To ehfle thue hifin cong t i e q u i n If, phue vv hgc sinh, sinh vien, hoe vifin eao hpc, nghifin eutJ sinh (s« d i y gol ehung la HSSV) ndi tru: -Td ehfle d d n t i l p , s i p x l p chd eho HSSVVi^Naffl v i nude n g o i i v i o d e i c k l t u e x i ; Jlillll NGHIEN CljfU THUC T I I N GUG UUC ^ ^ Tuyfin truyfin giao dye ehfnh tri tu tfldng, dao diic IOI song cho HSSV; - Dim bio an nmh ehinh tn, an ninh trat tu; vfi sinh mdl truong, vfi smh an toin thfle pha'm; phdng chong chiy no cae ki tuc x i ; -Dinh gii va khen thudng, kl luit ddi vdi HSSV ndi 2.2.2 Hoatddng ho traddisong ^ Cung cap eie dich vu phue vu nhim nang cao ddi song va^ho tra hoc tap, nghifin eflu khoa hoe eua HSSV -To chflc eac hoat ddng eung cap d[eh vy phdng d; - Td chflc eie hoat ddng eung eap dieh vu an, uong ; - Td chflc eie hoat ddng vin hoi, the thao eho HSSV; hop tac trao ddi tham quan, du lieh khu vflc vi qude t l , kit noi cdng ddng HSSV eiia Dai hoe Qudc ^ dau ra, sin xuat tilt kifim nhCrng hang hda ed chat luong boat dua nhiing dich vu cd ehat Iflpng thda nhu eau ngUdi tifiu dung" Theo Philip Crosby, chuyen gia ngadtMJ Quin li ch lUOTig li phuong tifin ed tinh ehat hfi thdng dim bio vifie tdn trpng tong the tat ei cie thinh phan ciia mdt k l hoaeh hanh ddng TTieo tde gia A Feingenbaum quin li ehat luong "do la mdt he thdng hoat ddng thdng nhat ed hifiu qui eiia nhflng bd phan khie mdt td chufc, ehiu trieh nhiem trien khai nhCmg tham sd chat luong, tri v i ning eao nd d l dim bio sin xuat va tieu dung mpt each kinh t l nhat, thda nhu cau ciia tifiu dung'^ Tdc gid Kaoru Ishtkawa dinh nghio: "Quin li chat Iflpng la he thdng cie bien phap tao difiu kifin sin xuit kmh t l nhat nhCmg sin pham hoae nhflng dieh vu ed dm'ttah cSm 'a^'btc ' " ' S w l " 'f'ci^'l **•"'' * ' ' • '"'^""S * ^ » " • - V™ cau cua „guc,l ,ieu dungayng tmh cam gin bo cua HSSV doi vdl Dai hoe Qude "- "ISO 9000:2000 • dinh nghia: "Quin li chit lUong Theo gia Hi Ndi, bao gdm cic hoat ddng ed phoi hpp de dinh hfldng va 2.2.3 Hogt ddng ho tra hgc tdp, viic Idm kiem soit mdt td ehfle v l chit Iflong" Hoat ddng hd tro hpe tip, vific lam gdm: tu van, Td nhdng dtnh nghia neu tren, cd the quan niem: hudng nghifip; bdi dudng cae ki nang va tim kilm viec Quin ll chat lucmg giio due la xiy dflng v i van lim eho HSSV: hanh mdt he thong quin li (tren co sd cic tieu chu^n, -Td ehfle cic khoi bdi dudng ki ning mem; to ehfle tifiu chQ nhim tic ddng vao eac dleu kien dim bio ehit cie eiu lae bd gin vdi ehuyfin mdn, hoe thuat hd tro lupng tat ea cie giai doan eua qui trinh giao due, HSSV hpe tap, sinh hoat gdp phan hoan thifin sin eho tat ei eae sin pham cua ci hfi thdng ehfl khong pham dio tao cua Oai hpe Qudc gla Hi Ndi nhim vio chat lupng cua tflng giai doan hay tflng sin - Cung cap thdng tin vi cie ehuong trinh hoe bdng, pham dpn Ifi, gidi thieu vifie lim; tim kilm eic ngudn tai tro hoc bong Quin li ehat luong bao gdm eie cap quin li la: giiip nhflng HSSV cd hoin einh khd khan kiem soat chit luong, dim bio chit luong v i quin li ChSt liTtfng vk qudn If chat \ugng tong the ehat lupng tdng the 3.1 Khdi niim chdtluang 5.3 Qudn lichSt Iagng tong thi Chat lupng la mot khil mem phflc tap, gay nhieu 3.3.1 Khdi mem tranh eii tfnh trflu tupng v i da dien, da ehieu ciia nd, Tien si Armand Faygenbaum dinh nghia- "TQM li Cd nhieu khii niem ve ehit luong dUa tren eic eieh tilp mdt he thdng hieu qui d l hpp nhat cie no lUe eiia nhilu e^n khac nghia tflong doi ed t h l tham khio eie ea nhin, td nhdm mdt to chflc di triln khai chiit flinh nghia sau ve ehat luong: Iflpng, trt chat IflOng va cii tiln chat Iflong ap dung -"Chat Iflpng li tdng hda nhflng die trflng eiia sin khoa hpe kithuit vao sin xuat v i cung flng dieh vu mdt phim hay dieh vu tao eho nd ning thoi man nhu cich tdt nhat, nhim thda man eac yfiu cau ciia khieh eiu di neu hoac tiem in" (Vifin Chat luong Anh - BS hang" 5750); Nam 1994, to chdc tieu chudn hda quoc ti (ISO) daa -"Chat Iflpng la sfltriing khdp vdi muc tifiu" (Quality dinh nghia "TQM la eieh quin If cua mpt to ehfle tip as fitness for purpose); trung vio chat luong dya trfin sU tham gia ciia tat ei eie - Chat luong li sfl tuan thii eae tieu ehuan hay vifin nhim dat duoe sU cdng lau dai thdng thdng sd kithuit qua sy hil Idng cua khieh hang, dong thdi mang lai loi Nha vdy theo nghia tuong ddi cd t h l hieu chat ieh eho ta't ci thinh vifin ciia td ehfle cung nhfl toan xa IflOng l i tdng hda nhflng die trUng eiia sin pham hdl", hay djch vu thda man nhu eiu tieu diing nhflng Daa tren nguyen tde tdt cd vi khdch hdng Histoshi dilu kifin nhat dmh, Mdt each tdng quit, ehat Iflpng li Kumeeho'rdng'.'TQM la mot phuang phip auinll'dua' syphu vdl yeu eau va theo mdtsd tie gii, suphu hOD denthsnhrnnn t = „ ^ i ' i, ^, ""''^ P"^P ^ " a " " oda dd Phil duoe t h l hlfin d ba phUOng dfen' hoin thifin Sa mJt Jdc fle V h f '"' l ' " ^ ' ^ ^ ^ " ^ ben vflng (perfectibility), gla ea (pnee), thdi diem (punaualit^' t T a mo ^ " ^ " ^ 1 ' " ^ ' ' ' t ' ? ' ' ''""'' 3.2.0udnlichatl.gng ^ cich kLhtTt^eoy c T c ^ ^ h T n ^ " ' ' ^ ^ Theo Tieu chuan eong nghiep Nhdt Bdn (Ji5):-Qu^r^U Tdm/o/TQMIacieh tifinrTn K ^ : U chit luong li hfi thdng cic phuong phip tao difiu kifin lupng.Tam i „ T „ quan ! " _ Jtrpng ' " ' ^ ciia " l TQM ^ " " dUOc ^^° ^nhan ° " ^^"^ biokhdng cha't manh Sdl32-THANGU2016.97 ^ NGHIEN C0U THUC TI^N &U0 UUC ehi k h i u q u i n li chat luong dau vao va q u i trinh, m i d su phat t n i n v i n hda ehat Iflpng can bd, vifin chUe.Su t h i n h edng ciia TQM la d c h o nd lam cho k h i c h hang hai Idng, thda man 3.32 t^dts6md hinh TQM tiiu bleu quan li sd luong d i n q u i n If ehat Iflcmg s i n phim hgf dieh v u ; - Phflong c h i m rat q u a n cua TQM l i " lim tft t t / d a u " n g i n ngfla rui ro, tranh sai sdt t f l khiu dau tifin Do d d , t r i l t If eCia TQM la 'lien tue c i i t i l n " ; - TQM ddl hdi sfl thay ddi v i n hda td chflc n h u f e p h o n g , quan hfi, phflOng phap lam vific, q u i n li 3.3.3 Mor s d m d hinh TQM gido due [ ^2f2 Sado 3: M6 hinh TQM theo quan diem eua Crosby •Ndidung cabdn TQM: Quan nifim vi md hinh t n i n khai TQM t f l nhflng Sado 5:M6 hinh qudn liehdtlaang tong thicOaJohn West-Burnham ngudl khdi xudng khdng giong nhau, nhUng nhin ehung moi ngudl dfiu cho r i n g tmh than eo b i n eiia TQM n h u - Chat luong eiia san pham hoae dieh vu la su d i p dng yfiu eau eiia ngudi tifiu diing (khieh hang) Chat lupng eon l i dd tin eay, l i yfiu to quan eua sfle eanh tranh; - TQM eoi khich hang la t i m , vi tifiu chuan eua chat luong la sU h i i long ciia k h i c h h i n g , ehat luong phai duoc khach h i n g xac dmh; -TQM la he thdng q u i n li la'y ngudi i i m trung tam TQM la mot he thdng tong t h l van hanh theo e h i l u ngang, Trieh nhifim ddi vdi ehat luong khdng ehi nha quan ll, ma eon l i toan bd eae t h i n h vifin to ehfle - TQM ehu y den q u i n li chat luong toan dien t f l > KHOA HOC G U o o g c * TQM gido due tinh thdn cd bdn Id: - Ludn hfldng v i o khach h i n g , l i m thda m i n khich hang K h i e h hang ben quan n h i t l i ngi/iH hoe (HSSV), k h i c h hang ben ngoai l i eha me hpe smh, cdng ddng, ngudi sfl d u n g lao ddng, xa hdi; - P h i l q u i n li cd hifiu q u i t i t c i cic giai doan eiia q u i trinh q u i n If L i e n t y e e i l t i l n , l i m tdt tfl dSu; - Sfl d y n g hop If e i c chflc n i n g q u i n II, giup ngin ngi/a sai sdt d tat e i eae e i p , c i c giai do^n, cic bd phin v i ddi vdl t f l n g t h i n h vifin eda td chflc - Q u i n li e h i t Iflpng tdng t h l khdng chl dya vio ehuyfin gia ma la t r i c h nhiem cua mpi t h i n h vifin td ehfle - Vifie i p d u n g TQM khdng chl ed ^ nghia l i vi^dua vao m d t eung c i c h q u i n li m d i ma cdn la v i n dfi thay d i i c i m d t nen van hda NGHliN CUU THUC T I I N GUtO DUC hf * t' -^u " " ^ *"^* ' ' ^ Q " * " n quin li hoat dong ? r « / * ^ " "^' * ' " *^' ®^' ^'^c Quoc gia Hi Ndi ^ - , • «• f ' ' * " " * " ''f^odtdong tru tgi Dg, hoc Qudc gia HdNdi ho trasinh vien ndi ' ^ vdi nhu cau sinh vifin; / Dich vu ve sinh edng cdng d a m bao; / Dich v u e h i m sde sfle khde ban dau d i p utig day du; / X f l li su cd ve dien, nudc nhanh ehdng; 5/ O i m bao, g i i i q u y l t an ninh trat t f l rat t o t ; / Noi g i f l xe an toan, rdng r i i - Gid cd: / G l i c i n h i ed p h i i h p p so vdi c i e ki tuc x i , n h i tro k h i e ; / G i i ea difin, nfldc, dich vu k h i e l i hpp li * K h i c h hang bfin fHoor dgng Ho trasinh vien gdp phdn dgt chudn ddu ra) - Yeucduvekiin thu'c Tn thfle chuyen m d n , n i n g Ifle nghe nghifip (kifin thfle ehung, kien thfle eo b i n , eo sd cLia n h d m n g i n h , nganh v i ehuyfin nganh; eac kifin thflc cap n h i t cua nganh, linh v f l c , , ) ; k h i nang cap n h i t kifin thfle, k h i n i n g t u hoe, t y nang cao trinh chuyfin m d n , k i l n thfle x a h d i 4.2 Ndi dung gudn lihogt dgng ho tro sinh vien ndi tru theo tUp cdn TQM 4.2.1 Hadng tdi khdeh hdng Xay d u n g va phat trien eae s i n p h ^ m va djch vu dinh hfldng ngudl s f l d u n g dfla trfin eac yfiu cau eua ho bSng each x i c dinh nhflng k h o i n g c i c h eon t d n tai gifla quan diem cua nha cung cap dieh vy v l chat luong vdl quan d i l m ciia ngudi sCf d u n g a / X i e dinh khach hang: - K h i c h h i n g bfin n g o i i : quan n h i t la HSSV ndi tru v i eac bac phu huynh; - Khach hang ben t r o n g : l i eie n h i q u i n li, l i n h dao Dal hoc Qudc gla Ha Ndi, cae trUdng dai hpe vifin va dpi ngu g l i n g vifin, b / X i e dmh nhu cau eiia tflng loal k h i e h h i n g : * Khieh hang ben n g o i i (mdc dd hdi idng eua sinh viin ndi tru): - Ndng lae phue vu - Sa edm thdng - Mde dd tin egy: + N h i n vien h i n h chinh ( q u i n li smh vien) nhifit tmh, traeh nhiem vdi edng vifie; n h i n vifin b i o ve t h u d n g xuyen t u i n tra, kiem tra d i m b i o an t o i n ki tue xa; nhan vifin dich vy phuc vu vui vfi, than thifin; trudng ban ehuyfin nghifip t i n tlnh; + Ddi thoai, gap g d l i n g nghe nhu eau, nguyen TOng smh vifin ndi t r u ; + Sinh vien e i m thay t h o i i m i l trao ddi vdi lanh dao kl tiie x i ; + Khi CO k h i l u nai, p h i n n i n thl ki tiic xa g i i i quyet r i t tdt; + Ban tin t u d n g v i o ldi hfla eiia nhan vifin ki tiic xa (vf du: Co sd v i t ehat h u hdng ki tuc xa ludn g i f l dung han sfla chfla) - C o s d v o r e / i a r 1/Difin tieh phdng d i m b i o khdng gian chflc nang tdi t h i l u ; 2/ Thiet ke phdng d i m bao thdng g i d va chifiu s i n g ; 3/ Dien tich, vi tri phoi d d t h u i n tifin, rong rai, / Thiet bi phdng cd day dii, tifin nghi; 5/ He thdng t h o i t nuoc k h i tdt; 6/ Cung eap dien, nUde dn djnh; 7/ D i m bao yfiu eau vi phdng chdng ehiy no, - Khd nang ddp ung: 1/ Dieh vu an, udng phiJ h o p - Yeu cdu vi ki ndng: + Ki n i n g n g h l nghiep: Ki n i n g chuyen m d n , ki nang thuc h i n h n g h l nghifip, k i n i n g x f l li tinh hudng, kl nang p h i t hien v i g i i i quyet van de, k i nang lap ke hoach, + Ki nang m e m Ki nang giao tiep b i n g v i n b i n , b i n g edng nghfi thong tin va c i e p h u o n g tifin truyfin t h d n g ; k i n i n g giao tiep bang ngoai ngfl; k i nang lam vipc theo n h d m ; ki n i n g thuyet trinh v i giao t i l p vdi d d n g nghiep v i c i e k i n i n g can thiet k h i e - Yeu edu ve thdi do: + Pham chat dao dfle, t r i e h nhifim eong d i n ; + T r i c h nhifim, dao dflc, y thfle v i t i e p h o n g nghe nghiep, t h i i d p phue vu, + T h i l d p tieh cue 4.2 Lanh dao vd hoaeh dmh chdt iaang ^ Lanh dao va hoaeh dinh ehat lupng l i nhflng yeu t d quyet dinh m d hinh q u i n li cha't luong, Lanh dao va hoach d m h chat luong bao g o m : ^ a/ Xac dinh sfl mang, tam nhin: l i nhflng tuyen b d ve ehue nang nhiem vy eiia don vi, vi hlnh i n h i f l o n g lai cua don vi dang hudng t d i eung n h u c i e g i i tri v l van hoa, t m h than m i can bd, sinh vien ndi t r u danq q i f l oln v i phit triln b/ X i y dung ehfnh sieh chat luong: l i tuyfin bo cua don VI ve nhflng dinh hudng ea b i n k h i n g dinh k h i nang eung eap dich vy ed chat lupng thda m i n nhu eau eua smh vien ndi tru c / X a y d u n g k l h o a c h c h a t l u o n g i i k l hoaeh trung han eua d o n vi trfin eo sd phan tfeh boi canh qude tfi v i nude, phan tieh SWOT, d o n g thdi xae dinh e i c g i i i phap chien luoe, c i e nguon lue v i 16 trinh thUe hifind / T6 ehfle thfle hifin, d i n h gia chat luong: To chflc thflc hien ke hoaeh danh g i i difiu chlnh ( n l u ed) la cdnq viee quan trpng va t h u d n g xuyfin eua nha q u i n li Vdi phuong Cham thda man nhu eau k h i c h h i n g 4.2.3 Qudn liqud trinh Kfit qua mong muon se dat duoe m d t c i c h hifiu q u i khieae nguon lue v i eie hoat d d n g ed lifin quan duoe q u a n i i n h u m o t q u i trinh S4l32-nUliGM018.99 ^ NGHIlN CUTU THUC TIEN GUC DUC Mo hlnh quan li mdi doi hdi q u i n li phai hUdng v i o khach hang, t u d d td ehfle edng viec theo qua trinh, Q u i n li theo qua trinh hfldng vao khach hang ehinh la vifie thiel k l nguoe eho eie td ehfle (planning backward) No budc eie td ehfle phai xae dmh dUOe nhu eau eiia khach h i n g va xic l i p eic quy trinh t i l n tdi thda m i n nhflng nhu cau dd mdt each toi uu tao ra, la ket qua cua m d t quy trinh phflc tap nhi& ngfldi tham gia v i nhifiu n h i n t o t i c d d n g Muc t i l u d^ duc dflpc thyc hien t h d n g qua rat n h i l u hoatddng khic d o n h i l u ngudi tien hanh Su hop t i c la chSt heo k i t dinh e i e nguyfin lieu n i y lai, Nhiem vu eua eie nhj q u i n li la tao nhflng t o ehfle t h i l t e h i , eo cau nhim thuc day sU hop t i c gifla e i c ea n h i n Khi td ehfle quan li theo qua trinh, co e i u td ehfle eiia don vi se dan dUoe thay ddi To ehfle eac dpi (team) sfi dan thay t h l eho co eau t i n g bae Xiy dUng c i e ddi edng t i c la qua trinh t i p hop nhflng ngUdi dai dlen cho eae bd p h i n ehuyfin mdn khae nhau, ciing l i m vifie vdi de thUe hifin edng viee mdt eieh hoan ehinh, IWoi vifin cua ddi vfla ed h i l u biet vi t o i n bd qua trinh, vua ed the thUe hifin thao mot h o i e n h i l u vifie ttong dd n h i m dat mue tifiu ehung cua ca td ehfle m d t eaeh tdt nhat Ket luan N l u x i c l i p duoe hfi t h d n g g l i i phap ddng b6 v^n d u n g quan diem quan li chat Iflflng t d n g the p h i t huy t i e m nang s i n g tao va sfl tham gla ddng bd eiia eic l^ft luong q u i n If, ho tra sinh vifin t h i hoat ddng hd trp sinh vien ndi trii tal Oai hpe Qude gia Ha Ndi se dat duochlfti qua eao, g d p phan nang eao chat lupng d i o tao cua Oji hoc Qudc gla Ha Ndi, Cd the thiy, nhflng lOi t h l mang lal tfl ea cau td ehfle g i i l quyfit edng viec theo qua trtnh la rat Idn Qua trinhduoe thiet k l xuat p h i t tfl yeu c i u ciia k h i e h hang n h i m tifin tdi vifie thda man nhu eau dd v i y edng vifie duoc thuc hifin thuan loi hon, giam sai sdt, g i i m ehi phi, t l l t kifim thdl gian va thda m i n khach h i n g cao hOn 424 Cdi tien lien tuc Cil t i l n llfin tue eac k i t q u i thflc hifin p h i i la mue tieu thudng true cua td chflc, Mudn ed dflOe c h i t Iflong d i o tao dap flng dfloc yeu eau eua khach h i n g e i i tifin lien tue phai la hoat ddng thudng xuyen eiia mdi e i n bd, n h i n vien.cungnhUeiia toan don vi Dan vi p h i , thudng xuyen doi mdi, c i i tifin phuang thflc phue vu, n i n g eao c h i t luong phucvy, Su e i , t i l n cd t h l la tflng buefc nhd hay n h i y vot Cich thue eii tien ean p h i i bam sat nhu eau cua smh vien, hpe sinh v i eiia t o i n xa hoi 2.5 Sa tham gia cua moi ngadi Tren quan diem TQM, ehat luong hoat ddng eua mdt td ehfle, hay ndi each khac, nhflng san pham ma nd TAILI£UTHAMKHAO [1], N g u y i n Dflc Chlnh, (2002) Kli'm dmh chdt Iagng gido due dgi hoc" NXB Dai hoe Qudc gia H i Ndi, [2] Tran K h i n h Dfle, (2004), Qudn II vd kiem dmh ehdt Iaang ddo tao nhdn lac theo IZO & TQM NXB Giio due H i Npl [3], Tran Kiem, (2015), Tiep can hten dgi tronggido duc NXB Dal hoe Sfl pham H i Ndi [4] Pham T h i n h i^ghi, (2000) Qudn II chdt lugng gido duc dgi hgC, NXB Oai hoc Qude gia H i Noi [5] Dang Thl Kim Dung, (2014), Qudn II hogt ddng ngodi gid lin ldp cOa smh viin cde tradng dai hgc theo quan diem tdng cadng tinh tUqudn l u i n i n Tlen sl Quin li g i i o due [6], Nguyen Phuong Nga Nguyfin Quy Thanh, (2010), Gido duc dai hgc- Bdm bdo, Ddnh gid vdkiemdjnh chdt Iagng NXB Dai hpe Qude gia Ha Ndi, [7] So tay thae hiin cdc hadng dan Ddm bdo ehit Iaang mang ladi cdc tradng dat hgc Ddng Nam A (2009), NXB Dai hpc Quoe gia Ha Ndi, MANAGING SUPPORTING ACTIVITIES FOR BOARDING STUDENTS AT VIETNAM NATIONAL UNIVERSITY, HANOI TOWARDS TOTAL QUALITY MANAGEMENT Hoang Trong Nghta Vietnam National University, Haniri Emaih nghiaht@vnu.edu.m Abstract: The article touches upon the supporting management of boarding students at Vietnam Notional ^""^'''fY'^'^^oitowardsTotal Quality Management (TQM) In education,TQM IS a philosophy of possible and continuous improvement for all educational institutions to provide a set of practical tools to meet satisfy and excess eustomei's aemonas and mshes Applying viewpoint of TQM on the basis of completing quality assurance system, and graduallf "^P''''''J