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Luận văn thạc sĩ Hệ thống thông tin quản lý: Cải tiến quy trình công tác quản lý tại phòng công tác chính trị và học sinh sinh viên Trường Đại học Sư Phạm thành phố Hồ Chí Minh

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Trang 1

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ABSTRACT

Nowadays, reforming business/management process is a crucial element in the development of an organization In an effort to achieve the uniformity among the activities of the organization and retain the high level of work performance, all the departments and staff are required to follow a synchronized procedure based on certain criteria

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Trang 8

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1JKLrQFӭXÿӏQKWtQKOjPӝWKѭӟQJWLӃS FұQQKҵPWKăPGzP{WҧYjJLҧLWKtFKFiFKjQKYLGӵDYjRFiFSKѭѫQJWLӋQNKҧRViWNLQKQJKLӋPQKұQWKӭFGӵÿӏQKKRһFÿӝQJFѫWK~Fÿҭ\ÿӇ[k\GӵQJJLҧWKX\ӃWYjFiFJLҧLWKtFKSKѭѫQJSKiSQJKLrQFӭXÿӏQKWtQKSKKӧSÿӇWUҧOӡLFKRFiFFkXKӓLOLrQTXDQ ÿӃQtKӃQjR, tҥLVDR KRһFciLJu 7URQJSKѭѫQJSKiSQJKLrQFӭXQj\GӳOLӋXFKӫ \ӃXӣPӭFÿӏQKWtQKNK{QJÿROѭӡQJEҵQJVӕOѭӧQJ 7URQJÿӅWjLQj\SKѭѫQJSKiSÿӏQKWtQKÿѭӧFVӱGөQJÿӇWuPKLӇXFiFEjLYLӃWFiFF{QJWUuQKQJKLrQFӭXOLrQTXDQÿӃQYLӋFiSGөQJTX\WUuQKFKXҭQ 623 WURQJYLӋFFҧLWLӃQTX\ WUuQK WURQJ FiF Wә FKӭF Yj GRDQK QJKLӋS WURQJ QѭӟF Yj QѭӟF QJRjL ӃW TXҧ FӫDSKѭѫQJ SKiS QJKLrQ FӭX ÿӏQK WtQK Oj EҧQJ NKҧR ViW QKҵP Vӱ GөQJ FKR SKѭѫQJ SKiSQJKLrQFӭXÿӏQKOѭӧQJ

- 3KѭѫQJSKiSQJKLrQFӭXÿӏQKOѭӧQJ

3KѭѫQJSKiSQJKLrQFӭXÿӏQKOѭӧQJOjSKѭѫQJSKiS[HP[pWKLӋQWѭӧQJWKHRFiFKFyWKӇÿROѭӡQJÿѭӧFWUrQFiFÿӕLWѭӧQJQJKLrQFӭX1JKLrQFӭXÿӏQKOѭӧQJWKѭӡQJÿѭӧFiSGөQJÿӕLYӟLFiFKLӋQWѭӧQJFyWKӇÿѭӧFGLӉQWҧKRһFTX\ÿәLEҷQJVӕ

Trang 18

TronJÿӅWjLQj\SKѭѫQJSKiSQJKLrQFӭXÿӏQKOѭӧQJÿѭӧFVӱGөQJWK{QJTXDEҧQJFkXKӓLNKҧRViW%ҧQJFkXKӓLNKҧRViWFyWKӇÿѭӧFVӱGөQJYӟLKDLKuQKWKӭFKuQKWKӭFNKҧRViWWUrQJLҩ\YjKuQKWKӭFNKҧRViWWUӵFWX\ӃQ

6DXNKLWKXWKұSÿӫVӕOѭӧQJWKHR\rXFҫXGӳOLӋXVӁÿѭӧF[ӱOêEҵQJSKҫQPӅPIBM SPSS Statistic 20 ÿӇNKҷQJÿӏQKWKDQJÿRÿҧPEҧRYӅÿӝWLQFұ\QKҵPFyFӣVӣÿӇÿӅ[XҩWFiFJLҧLSKiSFҧLWLӃQTX\WUuQK

- 3KѭѫQJSKiSOҩ\PүX

.KҧRViWÿѭӧFWKӵFKLӋQWҥL7UѭӡQJĈҥLKӑF6ѭSKҥP73+ӗ&Kt0LQK NKҧRViWWұSWUXQJYjRÿӕLWѭӧQJFKX\rQYLrQYjVLQKYLrQOjQKӳQJ QJѭӡLÿmWӯQJWKDPJLDYjRYLӋFJLҧLTX\ӃWFiFWKӫWөFKjQKFKtQKWҥLSKzQJ&7&7 +6697UѭӡQJĈҥLKӑF6ѭSKҥP7KjQKSKӕ+ӗ&Kt0LQK

ĈӅWjLVӱGөQJWKDQJÿR/LNHUWPӭFÿӝÿӇWKXWKұSêNLӃQFӫDÿӕLWѭӧQJNKҧRViWYӅWKӵFWUҥQJFӫDTX\WUuQKTXҧQOêF{QJWiFVLQKYLrQWҥLSKzQJ&7&7 +669 7UѭӡQJĈҥLKӑF6ѭSKҥP73+ӗ&Kt0LQKWӯÿyÿѭDUDFiFJLҧLSKiSQKҵPFҧLWLӃQTX\WUuQKF{QJWiFTXҧQ OêVLQKYLrQWҥLSKzQJ&7&7 +6697UѭӡQJĈҥL KӑF6ѭ SKҥP73+ӗ&Kt0LQK

1.5 4X\WUuQKWKӵFKLӋQ

+uQK 4X\WUuQK WK͹FKL͏Q OX̵QYăQ

4X\WUuQKWKӵFKLӋQ OXұQYăQ ÿѭӧFP{WҧQKѭ +uQKvӟLFiFQӝLGXQJ FKtQK QKѭVDX

XiF ÿ͓nh v̭Q ÿ͉ QJKLrQ Fͱu Eѭӟc njy gi~S ÿӅ tji xiF ÿӏQK ÿѭӧc nhӳng mөF WLrX

mj ÿӅ tji muӕQKѭӟQJÿӃn

Trang 19

Tum hi͋u ciFQJKLrQFͱXOLrQTXDQ: tum hiӇu cic bji bio, cic tji liӋu tham khҧo, cic

F{QJEӕ quӕc tӃ trong vj ngojLQѭӟc vӅ nhӳng nӝLGXQJOLrQTXDQÿӃn ÿӅWjLYj tҫm quan trӑng cӫa viӋc sӱ dөng quy trunh chuҭn trong tә chӭc

;k\G͹ng b̫ng h͗i vj ti͇n hjnh kh̫o sit[k\Gӵng bҧng hӓi dӵa vjo mөFWLrXÿӅ

tji vj SKѭѫQJSKiSQJKLrQFӭXÿӏnh ttnh dӵa vjo ciFQJKLrQFӭu cy OLrQTXDQVDXÿy tiӃn hjnh khҧo sit vӟL ÿӕL Wѭӧng lj VLQK YLrQ Yj FKX\rQ YLrQ WҥL 7UѭӡQJ Ĉҥi hӑF 6ѭ SKҥm 7KjQKSKӕ Hӗ Cht Minh Cө thӇ OjtiӃn hjnh phӓng vҩn trӵc tiӃp vӟLFKX\rQYLrQSKzng &7&7 +669 7UѭӡQJ Ĉҥi hӑF 6ѭ SKҥP 73+&0 ÿӕi vӟL VLQK YLrQ VӁ tiӃn hjnh sӱ dөng phiӃu khҧo sit bҵng giҩy hoһc phiӃu khҧo sit trӵc tuyӃn (google form) vӟi sӕ Oѭӧng mүu tӕi thiӇu lj 100 mүu, pKѭѫQJSKiSQj\iSGөQJFKRYLӋFÿiQKJLiKӋWKӕQJWK{QJWLQӣFiFFKѭѫQJWLӃSWKHRFӫDÿӅWjL

3KkQWtch cic y͇u t͙ ̫QKK˱ͧQJÿ͇n quy trunh hi͏n t̩i: dӵa vjo GӳOLӋXNKҧRViWWKX

WKұSÿѭӧFWӯJRRJOHIRUP tiӃn hjnh sӱ dөng phҫn mӅm SPSS ÿӇ SKkQWtch cic yӃu tӕ ҧnh KѭӣQJÿӃn chҩWOѭӧng quy trunh KLӋQWҥLÿӇWӯÿyFyWKӇÿѭDUDFiFJLҧLSKiSFҧLWLӃQ

Ki͋m tra ÿ͡ tin c̵y cͯa cic y͇u t͙: thӵc hiӋQSKkQWtch cic chӍ sӕ Cronbach Alpha

ÿӇ kiӇPWUDÿӝ tin cұy cӫa cic yӃu tӕ YjSKkQWtFKQKkQWӕNKiPSKi()$ÿӇ[iFÿӏQKFiFÿӕLWѭӧQJFҫQFҧLWLӃQ

;k\G͹QJP{Kunh c̫i ti͇n: Dӵa vjo cic yӃu tӕ vj P{KuQKQJKLrQFӭXÿѭDUDP{

hunh cҧi tiӃn cho cic quy truQK F{QJ Wic quҧn lê VLQK YLrQ tҥi phzng CTCT Yj HSSV 7UѭӡQJĈҥi hӑF6ѭSKҥm TP HCM

;k\G͹ng h͏ th͙ng PLQKKR̩: sau khi cy P{Kunh cҧi tiӃn, tiӃn hjQK[k\Gӵng hӋ

thӕng quҧn lê quy trunh WKHR\rXFҫXWKӵFWLӉQWҥLSKzQJ&7&7Yj+669

Tri͋n khai h͏ th͙ng: VӱGөQJKӋWKӕQJPLQKKRҥWULӇQNKDLWKӱQJKLӋPWҥL7UѭӡQJ

ĈҥLKӑF6ѭSKҥP7KjQKSKӕ+ӗ&Kt0LQK

Ĉinh gii k͇t qu̫: 6DXNKLWULӇQNKDLKӋWKӕQJtiӃn hjnh khҧo siWÿinh gii dӵa theo

ÿӝ hji lzng cӫDVLQKYLrQYj FKX\rQYLrQWURQJYLӋc sӱ dөng hӋ thӕng mӟi

&KѭѫQJ7KӵFWUҥQJ YjJLҧLSKiS

Trang 20

&KѭѫQJP{WҧWKӵFWUҥQJYӅTX\WUuQKF{QJWiFTXҧQOêVLQKYLrQKLӋQWҥLSKkQWtFKFiF\ӃXWӕҧQKKѭӣQJÿӃQFKҩWOѭӧQJTX\WUuQKYjÿѭDUDFiFJLҧLSKiSQKҵPFҧLWLӃQFKҩWOѭӧQJTX\WUuQK

&KѭѫQJ;k\GӵQJYjWULӇQNKDLKӋWKӕQJ

&KѭѫQJP{WҧFiFTX\WUuQKÿѭӧFKLӋQWKӵFWKjQKKӋWKӕQJPLQKKRҥYjFiFFKӭFQăQJÿѭӧFWULӇQNKDLWKӱQJKLӋPWҥL7UѭӡQJĈҥLKӑF6ѭSKҥP73+&0

&KѭѫQJĈiQKJLiNӃWTXҧFҧLWLӃQ

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&KѭѫQJ.ӃWOXұQ 1.7 ӃWFKѭѫQJ

&KѭѫQJ PӝW ÿm WUuQK Ej\ WәQJ TXDQ YӅ FiF YҩQ ÿӅ Pj OXұQ YăQ KѭӟQJ ÿӃQ TXD ÿy

FNJQJÿѭDUDPӝWVӕELӋQSKiSQKҵPÿiSӭQJPөFWLrXPjOXұQYăQÿmÿӅUD

Trang 21

CHѬѪNG 2: CѪ SӢ LÝ THUYӂT

2.1 &ѫVӣOêWKX\ӃW

2.1.1 *LӟLWKLӋXYӅquy truQKFKXҭQ

2.1.1.1 KiLQL͏PY͉TX\WUuQKFKX̱Q Standard Operating Procedure - SOP)

4X\ WUuQK FKXҭQ Oj PӝW WjL OLӋX KѭӟQJ GүQ EҵQJ YăQ EҧQ JKL OҥL FKL WLӃW FiF KRҥWÿӝQJWKѭӡQJ[X\rQYjOһSÿLOһSOҥLFӫDPӝWWәFKӭFPj PӝWKRһFPӝWQKyPQJѭӡLSKҧLWKӵFKLӋQWKHRQKҵPÿҧPEҧRFiFF{QJYLӋFFӫDWәFKӭFÿѭӧFWKӵFKLӋQPӝWFiFKKLӋXTXҧYjWKӕQJQKҩWWӯWUrQ[XӕQJGѭӟL

4X\WUuQKFKXҭQ[iFÿӏQKÿѭӧFDLOjPJuӣÿkXYjWKӵFKLӋQF{QJYLӋFÿyQKѭWKӃQjR

7KHRFiFWiFJLҧ(GHOVRQYj %HQQHWWYjRQăPFiFTX\WUuQKFKXҭQÿѭӧFÿӏQKQJKƭDEDRJӗPPөFWLrXFӫDFiFKRҥWÿӝQJFiFKWKӵFKLӋQYұQKjQK[ӱOêYҩQÿӅWURQJPӝWWәFKӭF623ÿҧPEҧRFKRFiFKRҥWÿӝQJWURQJWәFKӭFÿѭӧFWKӵFKLӋQPӝWFiFKQKҩWTXiQYӟLFiFELӇXÿӗFiFTX\WUuQKYjWjLOLӋXKѭӟQJGүQ FKLWLӃW[1]

1Jj\ QD\, 623 ÿѭӧF Vӱ GөQJ UӝQJ UmL WURQJ FiF KRҥW ÿӝQJ VҧQ [XҩW NLQK GRDQKQKѭ\WӃWKLӃWEӏPi\PyF«7X\QKLrQGӵDWUrQTX\WUuQKFӫD623FөWKӇOjP{KuQKPlan ± Do ± Check ± $FWPj623ÿmÿѭӧFPӣUӝQJWURQJKҫXKӃWFiFOƭQKYӵFWURQJÿyOƭQKYӵFJLiRGөFFNJQJÿѭӧFTXDQWkPPjÿLӇQKuQKOjWLrXFKXҭQÿiQKJLiFKҩWOѭӧQJJLiRGөFӣFiFWUѭӡQJĈҥLKӑFÿѭӧFQKҳFӣFiFQJKLrQFӭXOLrQTXDQ

2.1.1.2 ˰XÿL͋PFͯDTX\WUuQKFKX̱Q

9LӋFVӱGөQJTX\WUuQKFKXҭQ PDQJOҥLQKӳQJOӧLtFKVDXFKRGRDQKQJKLӋS[13]: - ĈҧPEҧRWtQKQKҩWTXiQWURQJYLӋFWKӵFKLӋQFiFKRҥWÿӝQJWURQJPӝWWәFKӭF - 0ӝW WjL OLӋX 623 FXQJ FҩS WK{QJ WLQ ÿҫ\ ÿӫ FKR FiF Fi QKkQ WKDP JLD YjR TX\WUuQKVҧQ[XҩWVҧQSKҭP

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2.1.1.3 &iFWKjQKSK̯QWURQJP͡W623

0ӝWTX\WUuQKFKXҭQOjPӝW WjLOLӋXEҵQJYăQEҧQKӛWUӧFKRFiFKRҥWÿӝQJWURQJWӗFKӭFEDRJӗPFiFWKjQKSKҫQVDX[10]:

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- Purpose: mөFWLrXFӫa quy trunh cy nhiӋm vө cung cҩp nhӳng nӝi dung mj quy trunh KѭӟQJÿӃQÿӇ giҧi quyӃWF{QJYLӋc

- Scope: phҥm vi ip dөng thӇ hiӋn khҧ QăQJip dөng cӫa quy truQKOrQWӯQJÿӕLWѭӧng cө thӇ

- References: tji liӋu viӋn dүn chӍ ra nhӳQJYăQEҧn, nhӳQJTX\ÿӏnh cӫa Nhj 7Uѭӡng vj mӝt sӕ vҩQÿӅ OLrQTXDQFӫa Nhj QѭӟFQKѭWK{QJWѭKѭӟng dүn, nghӏ ÿӏQK«

- Definition: cung cҩp cic kiӃn thӭc vӅ quy trunh vj ljm r} nӝi dung quy trunh cho VLQKYLrQ

- Content: bao gӗm tojn bӝ nӝi dung trong quy trunh, cy nhiӋm vө Kѭӟng dүQFKX\rQYLrQYj VLQKYLrQWKӵc hiӋn mӝt cich thӕng nhҩt quy truQKÿm ÿһt ra Nӝi dung bao gӗm OѭXÿӗ kӃt hӧSOѭӧFÿӗ vj P{Kunh kê hiӋX %301 ÿӇ ÿҧm bҧo ciFF{QJYLӋFÿѭӧc thӵc hiӋn tӯ ÿLӇm khӣL ÿҫX ÿӃQ ÿLӇm kӃt th~c Ngoji ra, trong nӝi dung czn cy phҫQ P{ Wҧ nhҵm diӉn giҧi ciFEѭӟFWURQJOѭӧc ÿӗ nhҵm gi~SVLQKYLrQKLӇu r} KѫQYӅ quy trunh

- Responsibilities and authorities: thӇ hiӋQ QJѭӡi chӏu trich nhiӋm trong qui trunh thӵc hiӋn quy trunh

2.1.1.4 9zQJÿͥLFͯDTX\WUuQKFKX̱Q

+uQK 9zQJÿͥLSKiWWUL͋QFͯD6231

623KӛWUӧFKRFiFKRҥWÿӝQJWURQJWәFKӭFWX\QKLrQPӛLPӝW623YүQFyPӝWYzQJÿӡLSKiWWULӇQJӗPViXJLDLÿRҥQÿѭӧFP{WҧWKHR+uQK QKѭVDX [26]:

1 Trtch tӯ trang https://www.collaboris.com/standard-operating-procedures-a-complete-guide-review-update/

Trang 23

*LDLÿRҥQWKӭ )RUPDWYj Writing style): [iFÿӏQKKuQKWKӭFYjSKRQJFiFKYLӃW

WjLOLӋXKѭӟQJGүQTX\WUuQK, FҫQFyPӝWÿӏQKGҥQJU}UjQJYӟLQJ{QWӯÿѫQJLҧQGӉKLӇXWӕLѭXKRiEҵQJFiFVѫÿӗKuQKҧQKWUӵFTXDQQKҵPKӛWUӧWӕLÿDFKRQJѭӡLGQJ

WKLӃWNӃJLӳYDLWUzTXDQWUӑQJQySKҧQiQKWKӵFWLӉQFӫDPӝWTX\WUuQKFKXҭQQJRjLUDÿӇFyFѫVӣFҧLWLӃQQJѭӡLWKLӃWNӃFҫQÿLӅXFKӍQKFұSQKұWWjLOLӋXWKѭӡQJ[X\rQQKҵPFyPӝWTX\WUuQKFKXҭQWӕLѭXQKҩWFKRWәFKӭF

*LDL ÿRҥQ WKӭ  'LVWULEXWH Yj 7UDLQ  JLDL ÿRҥQ Qj\ ÿzL KӓL Wә FKӭF SKҧL WLӃQ

KjQK SKkQ SKӕLFiF WjLOLӋXKѭӟQJGүQ TX\WUuQKÿӃQ WӯQJSKzQJEDQWURQJWә FKӭF YjWKӵF KLӋQ YLӋF ÿjR WҥR FiFK WKӭF WKӵF KLӋQ WӯQJ EѭӟF WURQJ TX\ WUuQK FKXҭQ FKR QKkQYLrQ

*LDLÿRҥQFXӕLFQJ 5HYLHZYj8SGDWH): JLDLÿRҥQFXӕLFQJOjFҫQFyPӝWQKyP

[HP[pWOҥLFiFTX\WUuQKÿmEDQKjQKYӅWKӡLJLDQKҥQiSGөQJTX\WUuQKYjSKҧLÿҧPEҧRUҵQJFҫQFyÿѭӧFVӵÿiQKJLiWӯQKӳQJQJѭӡLGQJWKӵFWLӉQÿӇFyFѫVӣFұSQKұWTX\WUuQKWKѭӡQJ[X\rQ

2.1.2 *LӟLWKLӋXYӅ,62

2.1.2.1 7͝QJTXDQY͉,62

7LrX FKXҭQ ,62  GR 7ә FKӭF 7LrX FKXҭQ KyD TXӕF WӃ ,62  EDQ KjQKQJj\  WKiQJ 9 QăP 2015 ÿӇ WKD\ WKӃ ,62  YLӋF Vӱ GөQJ WLrX FKXҭQ ,629001:2015 WURQJ YLӋF ÿҧP EҧR FKҩW OѭӧQJ Oj PӝW TX\ӃW ÿӏQK FKLӃQ OѭӧF WURQJ TXi WUuQKSKiWWULӇQYjFҧLWLӃQ KRҥWÿӝQJNLQKGRDQKFӫDWәFKӭF [10]

7LrXFKXҭQ,62FyQKLӅXѭXÿLӇPPjFiF GRDQK QJKLӋSFҫQTXDQWkPEDRJӗP

- KҧQăQJFXQJFҩSOLrQWөFFiFVҧQSKҭPYjGӏFKYөÿiSӭQJQKXFҫXWKӵFWӃFӫDNKiFKKjQJYjSKKӧSYӟLQKӳQJTX\ÿӏQKTX\FKӃWKtFKKӧSFӫD1KjQѭӟF

Trang 24

- *L~SFKRGRDQKQJKLӋSQkQJFDRVӵKjLOzQJFӫDNKiFKKjQJWURQJNKLVӱGөQJFiFVҧQSKҭPFӫDF{QJW\

- *LҧL TX\ӃW FiF UӫL UR FҧL WLӃQ OLrQ WөF ÿiS ӭQJ QKX FҫX FӫD WKӏ WUѭӡQJ Yj EӕLFҧQKFӫDWәFKӭF

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2.1.2.2 &iF\rXF̯XFͯD WLrXFKX̱Q ISO 9001:2015

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- ĈLӅXNKRҧQ+RҥFKÿӏQK

Trang 25

ĈLӅXNKRҧQQj\ÿzLKӓLWәFKӭFFҫQFyNӃKRҥFKKjQKÿӝQJQKҵPJLҧLTX\ӃWFiFUӫLURYjFѫKӝLFҫQ[iFÿӏQKÿѭӧFNKLQjRFҫQWKD\ÿәLYjWKD\ÿәLQKѭWKӃQjRFKRSKKӧSYӟLWuQKKuQKWKӵFWLӉQ

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2.1.2.3 &KXWUuQK3ODQ± Do ± Check ± Act (P-D-C-A)

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Trang 26

+uQK CKXWUuQK3ODQ± Do ± Check - Act2

ĈӕLYӟLFKXWUuQKQj\ÿzLKӓLWәFKӭFNKLiSGөQJWLrXFKXҭQ,62FҫQSKҧLFăQFӭYjREӕLFҧQKFӫDWәFKӭFÿӇWLӃQKjQK[iFÿӏQKNӃKRҥFK PlDQ FKLӃQOѭӧFFKR F{QJ W\ ÿӇ WKӵF KLӋQ DR

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