Trang 1 TRƯỜNG ĐẠI HỌC TÀI CHÍNH - MARKETINGKHOA QUẢN TRỊ KINH DOANH ----¯----MÔN: QUALITY MANAGEMENTĐề tài: ANALYSIS OF PRODUCT QUALITY MANAGEMENTAT ORION VINA FOOD CO., LTDGVC.TS Ngu
TRƯỜNG ĐẠI HỌC TÀI CHÍNH - MARKETING KHOA QUẢN TRỊ KINH DOANH ¯ MÔN: QUALITY MANAGEMENT Đề tài: ANALYSIS OF PRODUCT QUALITY MANAGEMENT AT ORION VINA FOOD CO., LTD GVC.TS Nguyễn Gia Ninh Cá nhân/Thành viên nhóm gồm: STT HỌ TÊN SV MÃ SỐ SV 2021008043 Nguyễn Thành Danh 2021001434 2021008065 Lê Nguyễn Gia Huy 2021002975 2021008131 Trần Thị Diệu Hiền Trần Thị Kim Loan Nguyễn Ngọc Yến Nhi TP.HCM - 10/2022 BẢNG PHÂN CÔNG CÔNG VIỆC STT Tên MSSV Nội dung/Phần công việc phân công Nguyễn Thành Danh 2021008043 - Characteristics of the company's machinery, equipment and technological processes Lê Nguyễn Gia Huy 2021001434 - The system of criteria for evaluating product quality at the company Trần Thị Diệu Hiền 2021008065 - The shortcomings of 2021002975 product quality Trần Thị Kim Loan management and the causes affecting the Nguyễn Ngọc Yến Nhi 2021008131 improvement of product quality of the Company - Actual situation of product quality management activities at Orion Vina Food Co., Ltd - Theoretical basis - Proposing solutions for product quality management at Orion Vina Food co., LTD - Orion company overview - Product characteristics LIST OF TABLES Table 1: The physicochemical parameters of the cake 11 Table 2: The sensory parameters of the cake 12 Table 3: Orion's products 19 Table 4: Choco Pie production process 21 Table 5: General index system for cakes 24 Table 6: The situation of cake failure over the years 25 LIST OF FIGURES Figure 1: Orion Choco Pie 17 Figure 2: Orion Custas .17 Figure 3: Premium and delectable items 17 TABLE OF CONTENTS BẢNG PHÂN CÔNG CÔNG VIỆC LIST OF TABLES LIST OF FIGURES TABLE OF CONTENTS CHAPTER A: THEORETICAL BASIS What is quality? Product quality dimenstions .6 2.1 Performance 2.2 Features 2.3 Reliability 2.4 Conformance 2.5 Durability 2.6 Serviceability 2.7 Aesthetics 2.8 Perceived quality .8 Service quality dimenstions 3.1 Tangibles 3.2 Service reliability 3.3 Responsiveness 3.4 Assurance 3.5 Empathy What is TCVN No 5909:1995 ? 10 4.1 Scope of application 10 4.2 Technical requirements 10 4.3 Packaging, labeling, transportation and storage .12 CHAPTER B QUALITY MANAGEMENT AT ORION VINA CO., LTD 13 Orion company overview 13 1.1 History of Orion Corporation 13 1.2 History of Orion Vina Food Co., Ltd .14 1.3 Orion's products .15 1.4 Orion company achievements 17 Economic and technical characteristics affect the quality of the company's products 17 2.1 Product characteristics 17 2.2 Characteristics of the company's machinery, equipment and technological processes 19 2.2.1 Features of equipment and machinery 19 2.2.2 Technological process characteristics 19 2.2.3 Employee characteristics affect quality management .21 2.2.3.1 About the quantity .21 2.2.3.2 About quality .21 2.2.4 Material characteristics and materials management 21 The system of criteria for evaluating product quality at the company 22 3.1 Criteria used to evaluate the quality of cakes 22 3.2 The current state of the company's cake quality .23 Actual situation of product quality management activities at Orion Vina Food Co., Ltd: .24 4.1 Quality management in product design: 24 4.2 Quality management in the supply chain: 24 4.3 Production quality management: 25 4.4 Quality management during and after sales: 26 The shortcomings of product quality management and the causes affecting the improvement of product quality of the Company .27 5.1 Shortcomings in quality management 27 5.2 Subjective causes affecting the quality of confectionery of the Company 28 5.3 Objective reasons affect product quality 29 Proposing solutions for product quality management at Orion Vina Food co., LTD 29 6.1 Strengthen the management and efficient use of raw materials .29 6.1.1 Well-organized the procurement and supply of raw materials: 29 6.1.2 Practice savings in the process of using raw materials: 30 6.1.3 Increasing the use of domestic materials instead of imported materials 30 6.2 Increase exploitation and use of existing technology and invest in research and implementation of new science and technology 30 6.3 Measures on organization and management 31 6.4 Measures to maintain, train and develop human resources 31 6.4.1 Educating employees .31 6.4.2 Training and developing human resources in the company 32 6.4.2.1 For management staff: .32 6.4.2.2 Staff: 32 6.4.2.3 Training on product quality and product quality management 33 6.4.2.4 Training on skills for workers 33 6.5 Innovation in quality awareness and product quality management 34 REFERENCES 35 Document continues below Discover more fQroumản: trị Chất lượng 22345 Trường Đại học Tài… 185 documents Go to course ôn tập quản trị chất lượng 23 100% (4) ÔN TẬP QUẢN TRỊ CHẤT LƯỢNG 17 100% (3) Speaking-lop - ôn tập Tiếng Anh Quan tri 60% (10) kinh doanh ÔN TẬP QTRI CHẤT LƯỢNG - abvv Quản trị 100% (1) Chất lượng Correctional Administration Criminology 96% (114) English - huhu 10 Led hiển thị 100% (3) CHAPTER A: THEORETICAL BASIS What is quality? - Webter’s Dictionary: Degree of excellence of a thing - American Society for Quality: Totality of features and characteristics that satisfy needs - Transcendent: Quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love - User-based quality: If a customer is satisfied, the product has good quality - Manufacturing-based quality: If the products conform to design specification, it has good quality - Product-based quality: Quality is found in the components and attributes at a product - Value-based quality: If the product is perceived as providing goos calue for the price, it has good quality Product quality dimenstions 2.1 Performance Performance refers to the efficiency with which a product achieves its intended purpose This might be the return on a mutual fund investment, the fuel efficiency of an automobile, or the acoustic range of a pair of stereo speakers Generally, better performance is synonymous with better quality 2.2 Features Features are attributes of a product that supplement the product's basic performance These include many of the "bells and whistles" contained in products A visit to any television or computer retail store will reveal that features, such as surround sound, HDTV capability, 3-D, and size, are powerful marketing tools for which customers will pay a premium A full-line television retail store may carry televisions priced from $200 to $12,000 This range represents a 6,000% price premium for additional features! 2.3 Reliability Reliability refers to the propensity for a product to perform consistently over its useful design life A subfield in quality management has emerged, called reliability management, based on the application of probability theory to quality A product is considered reliable if the chance that it will fail during its designed life is very low For example, if a refrigerator has a 2% chance of failure in a useful life of 10 years, we say that it is 98% reliable 2.4 Conformance Conformance is perhaps the most traditional dimension of quality When a product is designed, certain numeric dimensions for the product's performance are established, such as capacity, speed, size, durability, or the like These numeric product dimensions are referred to as specifications The number of ounces of pulp allowed in a half-gallon container of "pulp-free" orange juice is one example Specifications typically are allowed to vary a small amount called tolerance If a particular dimension of a product is within the allowable range of tolerance of the specification, it conforms The advantage of the conformance definition of quality for products is that it is easily quantified However, it is often difficult for a service to conform to numeric specifications 2.5 Durability Durability is the degree to which a product tolerates stress or trauma without failing An example of a product that is not very durable is a lightbulb Lightbulbs are damaged easily and cannot be repaired In contrast, a trash can is a very durable product that can be subjected to much wear and tear 2.6 Serviceability Serviceability is the ease of repair for a product A product is very serviceable if it can be repaired easily and cheaply Many products require service by a technician, such as the technician who repairs your personal computer If this service is rapid, courteous, easy to acquire, and competent, then the product generally is considered to have good serviceability Note that different dimensions of quality are not mutually exclusive 2.7 Aesthetics Aesthetics are subjective sensory characteristics such as taste, feel, sound, look, and smell Although vinyl interiors in automobiles require less maintenance, are less expensive, and are more durable, leather interiors generally are considered more aesthetically pleasing We measure aesthetic quality as the degree to which product attributes are matched to consumer preferences 2.8 Perceived quality Perceived quality is based on customer opinion As we said in the beginning of this chap-ter, quality is as the customer perceives it Customers imbue products and services with their understanding of their goodness This is perceived quality We can witness an example of the effect of perceived quality every year in college football polls that rank teams In many cases, the rankings are based on past records, team recognition, tradition of the university, and other factors that are generally poor indicators of team quality on a given Saturday In the same way that these factors affect sportswriters' perceptions, factors such as brand image, brand recognition, amount of advertising, and word of mouth can affect consumers' perceptions of quality