Tiểu luận môn học quản trị chất lượng - TQM - đề tài phân tích hoạt động quản lý chất lượng trong quy trình sản xuất mì ăn liền của công ty ACECOOK Việt Nam
INTRODUCTION
In a competitive market, success is not measured solely by sales and profits To survive and develop in the market, businesses need to pay special attention to ensuring the quality of products and services Quality is a decisive factor for competitiveness, customer trust and differentiation from competitors This lays the foundation for building a total quality management system (TQM) in the enterprise, in which all resources and activities are focused on improving quality from production to operation to marketing and after-sales service
TQM is a comprehensive management approach that aims to ensure the quality of all aspects of an organization or business TQM focuses on continuously improving the efficiency and performance of the organization through the participation and commitment of all members, creating a positive work environment that encourages creativity and improvement continuous This includes identifying and meeting customer needs, managing production and service processes, and ensuring customer satisfaction TQM is considered a management philosophy that an organization applies to achieve its goals of high quality and sustainable success By applying TQM, businesses can achieve optimization, continuous improvement and meet the increasing needs of customers, thereby creating trust and sustainable success in the market
In order to study more deeply about the application of Total Quality Management (TQM) in enterprises, our team has carried out this research paper with the aim of researching, analyzing and finding out the quality problems that are currently happening still exist in ACECOOK VIETNAM company Finally, use the information obtained in the research process to propose and recommend solutions for businesses to overcome existing problems
THEORY
Total Quality Management (TQM) definition
Total Quality Management – TQM is a comprehensive, organization-wide effort to improve the quality of products and services that applies to every organization The core definition of total quality management describes the management approach to achieving long-term success through customer satisfaction In a TQM effort, all members of an organization participate in improving the processes, products, services, and culture in which they work
TQM can be summarized as a management system for a customer-focused organization that involves all employees in continuous improvement It uses strategy, data, and effective communication to integrate the quality discipline into an organization's culture and operations Many of these concepts are present in modern quality management systems, which inherit TQM.
The contents of TQM
The term "customer focus" in Total Quality Management (TQM) refers to a business approach that puts customer needs and wants at the center of all business activities This means that the organization is constantly working to understand and meet the needs of its customers by consistently providing high-quality products and services This approach involves gathering feedback from customers, analyzing their needs and preferences, and making changes to products and processes to ensure customer satisfaction The goal of customer focus in TQM is to build strong relationships with customers, improve customer loyalty, and ultimately increase profits through repeat business and recommendations positive word of mouth
Focusing on the customer is also the first of the eight principles of TQM The customer ultimately determines the level of quality No matter what an organization does to drive quality improvement - training employees, integrating quality into the design process, or upgrading computers or software - it is up to the customer to decide whether the efforts are worth it or not
2.2 Quality Control and Quality Assurance:
Quality Control – QC: basically the activities and techniques used to achieve and maintain the quality of a product, process or service It includes a monitoring activity, but also involves finding and eliminating the causes of quality problems so that customer requirements are continuously met An important aspect of quality control is the establishment of well-defined control measures These controls help standardize both the
3 manufacturing process and the response to quality issues Limiting the possibility of errors by specifying which production activities should be completed by which personnel reduces the likelihood of employees engaging in tasks for which they are not adequately trained
Quality Assurance – QA: generally the prevention of quality problems through planned and systematic activities (including documentation) These will include establishing a good quality management system and evaluating its adequacy, checking its operation and reviewing the system itself
Quality assurance (QA) is an extensive process for the prevention of quality flaws The
QA team is involved in all phases of the product's development: production, testing, packaging, and delivery In contrast, quality control (QC) is a narrower process QC focuses on detecting defects, flaws or missed requirements in a product
For TQM to be successful, employees must adopt processes and systems This includes clear communication between departments and leadership about the goals, expectations, needs, and constraints set A company that applies TQM principles must be willing to train employees and provide them with sufficient resources to complete tasks successfully and on time TQM also strives to reduce attrition and retain knowledgeable workers
As a company learns more about its customers, processes, and competition, it gradually evolves and strives for small, incremental improvements This concept of continuous improvement helps the company adapt to ever-changing market expectations and enables greater adaptability to different products, markets, customers or regions Continuous improvement also promotes and extends the competitive advantage a company has built over related companies
Optimal efficiency and complete customer satisfaction don't happen in a day – businesses must constantly find ways to improve their processes and adapt their products and services as customer needs change Continuous improvement drives an organization both analytically and creatively in finding ways to become more competitive and more effective in meeting stakeholder expectations.
Content of theories
The Kaizen Model (4M) is a continuous improvement method developed in Japan This model is based on the philosophy that big results come from small improvements 4M in Kaizen model includes: Man, Machine, Material and Method The Kaizen model helps businesses optimize production processes and improve product quality
Man: includes all members of the business from the top leaders to management and operation workers People are the main factor that generates profits and plays a strategic role in the long-term development of the business
Methods: include technology, management methods, production methods, operating methods, strategies to maintain and promote the efficiency of production This factor plays an important role in ensuring the quality criteria, and at the same time determines the competitive factors of the product (quality, price, time limit )
Machines: are machines and equipment of enterprises They play an extremely important role in any factory, factory and workshop The modern level of machinery, equipment and technological processes of enterprises greatly affects the quality of products, especially those with mass production lines
Materials are raw materials that are one of the inputs that participate in product composition and product quality Raw materials are important “input” factors that determine the quality of products in “output” Therefore, in order to have product uniformity, enterprises need to use materials provided at certain suppliers
Of the four factors above, the human factor is considered the most important In addition to the above basic resources, quality in production is also affected by many other factors such as information, environment, measurement, etc
5S is a workspace organization system to enhance efficiency and ensure safety in enterprise production and service activities, the focus of 5S system is to ensure that all tools are in place, keep the workplace clean and make it easy, fast and safe for everyone to work In method one the letter S represents part of a 5-step process
The concept of 5S (5S methodology) originated in Japan in the early 1980s, was born from the philosophy "Good workplace management will bring higher work efficiency"
Introduced into Vietnam when Japan expanded its investment, Vikyno was the first Vietnamese company to apply 5S since 1993
5S solves psychological problems, improves working conditions and working atmosphere in the collective, and improves the working environment 5S is an improvement method that is simple, easy to understand, easy to implement and less expensive to implement, but very effective in mobilizing human resources and improving productivity, quality, efficiency and reducing costs waste
The heart of the 5S system is to make sure every tool is in place, to keep the workplace clean and to make it easy, fast and safe for everyone to work In method one the letter S represents part of a 5-step process
Seiri Sort Review, sort, select and remove unnecessary things in the workplace This is the first step in the 5S methodology
Organize and rearrange items according to the criteria of easy to find, easy to see, easy to get, easy to return Everything needs to be in place for convenience when it is needed
Regularly clean, wipe, clean everything that causes dirt in the workplace This helps create a clean, risk-reducing environment In addition, it also improves the accuracy of the machine to avoid dust
Continue to uphold the 3S standards above and implement them on an ongoing basis It sets the stage for the development into 5S
Practice, create self-discipline habits, maintain order and manners 5S also needs to strictly follow workplace regulations to stay ready for production
- Eliminate unnecessary items, clean and well-organized workplace
- Save, avoid wasting time and effort
- Build a safe and clean working environment
- Improve work efficiency, reduce errors
- Continuous improvement of work quality and product quality
- Raise employees' awareness, responsibility and ethics
- Improve mutual understanding among employees, enhance teamwork spirit
- "5S is part of everyday work".
Theories related to Acecook Vietnam company
Acecook Vietnam is a subsidiary of Acecook Co, Ltd., a Japanese multinational company specializing in the production of instant noodles, spices and food in which Acecook Vietnam's main products are the main products instant noodles Acecook's outstanding products include instant noodles such as Hao Hao, De Nhat, Siukay, Mikochi, Spaghetti Bistro,
As of 2023, Acecook Vietnam has been in operation for 30 years and currently has 11 manufacturing plants in Vietnam, including 7 factories in the South, 3 in the North and 1 in the North factory in the central region
HACCP stands for Hazard Analysis and Critical Control Point System Means “Hazard Analysis and Critical Control Point System” Compulsory application in many countries around the world in the production and processing of food
HACCP is a system of identification, assessment and control of hazards that are significant to food safety, helping to identify specific hazards and the measures to control them to ensure food safety Additionally, HACCP is a tool for assessing hazards and establishing control systems that focus more on prevention, rather than on finished product inspection
HACCP is based on 7 principles:
1 Conduct hazard analysis (Biology, Chemistry, Physics)
2 Determining Critical Control Points – CCP
3 Determination of critical thresholds of CCP
6 Set up test-verification procedures
7 Establish procedures for keeping records and documents
HACCP is a standard that is re-certified every 3 years
4.2 Global Standard for Food Safety BRC
BRC is a global standard for food safety established by the British Retailer Consortium (BRC) in 1998, suitable for food safety and quality control The latest version of the BRC standard is the 8th edition published in August 2018
BRC standards will control the entire product supply process from input materials to finished products to customers Therefore, when businesses achieve BRC certification, consumers can easily know where the products being used come from and this is also a special feature of this standard
The BRC standard is re-certified once a year
4.3 IFS Food safety and quality assessment standards
IFS Food Standard, also known as IFS Food, is a Standard for Food Safety Management System
This standard was developed to specify the product safety, quality and performance criteria that must be present in a food manufacturing organization in order for that organization to fulfill its obligations related to legal compliance and consumer protection The format is designed to allow a company's facilities, operational systems and procedures to be audited against the requirements of the standard by an authorized third party or the IFS Certification Body itself
IFS Food is a standard that is re-certified once a year
4.4 International standard for food safety management system ISO 22000:2018
ISO 22000 is an international standard for food safety management systems Based on the HACCP food hygiene management approach, ISO 22000 will reduce food safety risks and realize the development of a safe food supply chain
Food safety management system according to ISO 22000:2018 is defined as a management system including processes, procedures and requirements related to food safety that meet the requirements of the standard ISO 22000
The purpose of the application of ISO 22000 is to help businesses achieve the policies and objectives set out on food safety and hygiene In other words, this is also considered a directional strategy and helps coordinate food production and business activities of the business in the right direction Ensure safe and quality food from farm to fork and meet customer requirements
The ISO 22000:2018 standard is re-certified every 3 years
Vision: "To become a leading food production enterprise in Vietnam with sufficient management capacity to adapt to the globalization process"
Mission: "Providing high quality products/services to customers' HEALTH - SAFETY -
Based on this mission, Acecook Vietnam always puts the top priority on product quality, while supporting the communication of correct and scientific information about instant noodle products to create safety and peace of mind for customers client In recent years, Acecook Vietnam has focused on products for health, both to meet the new needs of consumers and to increase the value of instant noodles
This is both the slogan and the value of Acecook company, which is specifically expressed by 3 words HAPPY as follows:
Acecook Vietnam will always make efforts to make customers who use Acecook's products happy
Therefore, the company will always produce and supply delicious, quality, safe and secure products to meet the needs of customers
Specifically, it is necessary to thoroughly achieve 3 goals as follows:
Make sure to use safe materials
Using advanced Japanese production techniques, machinery and equipment ensure quality and strictly manage the production process
Monitor the distribution process, keep the product on the market, request not to adversely affect the quality
Acecook Vietnam always strives to make Acecook employees and their families happy
Therefore, the company will always try to create a good welfare regime, a good working environment, and care about the work and life of its employees
Acecook Vietnam always strives to make the whole society feel happy
The company always contributes to the development of the instant noodle industry in particular and the Vietnamese economy in general, supporting suppliers to improve quality In addition, the company actively sponsors and organizes charity and environmental activities to contribute to a better Vietnamese society.
APPLY
Systematically describe the content of the total quality management process in the enterprise
1.1 Current quality management system of Acecook Vietnam company
Acecook Vietnam Joint Stock Company has been in operation for nearly 30 years with increasing market share and profits in the instant noodle market, their instant noodle products are also increasingly diversified and improved In order to keep the success and trust of customers for such a long time, quality is the decisive factor for Acecook's success
Currently, Acecook is implementing quality management based on some principles of total quality management system (TQM) to manage the quality of its products and services TQM model includes the participation of all employees in the company to achieve the goal of total quality TQM focuses on continuous improvement through problem identification and resolution, strengthening collaboration and shared responsibility, encouraging creativity and innovation, and focusing on customer needs TQM helps Acecook create high quality products and services, increase customer trust and satisfaction from growing company reputation and improving profits Specifically, the quality management method that Acecook is applying based on TQM is the 5S method
1.2 Current status of quality management of Acecook Vietnam
“Japanese standard instant noodles, international standard quality control process.”
Acecook Vietnam commits that each product served to consumers ensures food safety and hygiene and meets the standards of the international quality management system
Input materials are selected from reputable suppliers and strictly evaluated according to 03 main criteria as follows:
1 Fully set up the criteria of raw materials, meet the standards of food safety and hygiene (food safety and hygiene) in accordance with the provisions of the domestic and international Food Law
2 Suppliers are evaluated before purchase and annually based on the criteria of national and international food safety certification In addition, suppliers are required to commit to not using additives outside the list, not irradiating, NON GMO (non-GMO)…and not violating environmental standards
3 100% of raw materials are inspected and quality controlled before being put into production, including inspection of warehouse appearance and means of transport meeting food safety standards
1 Hazard analysis system and critical control point HACCP (Re-certification every 3 years)
2 Global Standard for Food Safety BRC (Re-certification once a year)
3 IFS Food quality and safety assessment standard (Re-certification once a year)
4 International standard for food safety management system ISO 22000:2018 (Re- certification every 3 years)
Meet the provisions of Vietnamese law such as Vietnamese standards TCVN 7879:2008 and other export markets
By meeting the above quality management criteria, Acecook has produced a 12-step instant noodle production process as follows:
Noodles: is produced from the main ingredient of wheat flour (a type of grain, also known as flour) and the color is made from turmeric extract
Seasoning oil package: cooked from refined vegetable oil with fresh ingredients such as shallot, chili, garlic, braised cilantro
Soup package: is a mixture of spices such as salt, sugar, monosodium glutamate, shrimp powder, pepper, garlic
Package of dried vegetables: including meat, shrimp, eggs, vegetables (scallions, checkers, peas, carrots, cabbage ) are dried
Packaging: is a specialized type for food, certified for food safety
Wheat flour, turmeric solution and spices (salt, sugar, monosodium glutamate, soy sauce, fish sauce ) are mixed in a mixing bowl, by automatic and closed equipment
After mixing, the powder is transferred to the plate rolling device by the conveyor system Here, the pairs of rough-rolled and fine-rolled batches will gradually thin the dough leaves until they meet the requirements of toughness, thickness - thin according to the specifications of each product
Figure 3: Roll the plate Figure 2: Mix the dough
Step 4: Cut and create yarn
The dough leaves are cut into different large, small, round and flat noodles and form ripples characterized by the comb system
Figure 4: Cut and create yarn
The noodles are cooked inside a completely sealed steamer, at about 100°C
Step 6: Quantitative cutting and removing mold
After being steamed, the noodles are cut short by an automatic knife system and fall into the hopper, neatly placed in the frying pan Depending on the product, the frying pan has a square, round, to create the corresponding shape for the noodle
Figure 6: Quantitative cutting and removing mold
To store for a period of 5-6 months at normal temperature, the noodles will go through a frying or drying system to reduce the moisture in the noodles to the lowest level
Fried noodles: Squeeze noodles are fried in oil at a temperature of about 160°C - 165°C for about 2.5 minutes The moisture content of the noodles after frying is less than 3% The oil used for frying noodles is vegetable oil (derived from palm oil), which is filtered by natural cooling technology, so it helps to minimize the generation of Trans fat At the same time, thanks to the application of modern technology and the use of fresh oil, Acecook Vietnam's instant noodle products always have a very low AV (Acid Value) index (AV≤2mg KOH/gram of oil) ), giving the product a good taste
Noodles are not fried: The noodles are dried by wind heat at 65 - 80°C for about 30 minutes The moisture content of the noodles after drying is about less than 10%
The natural air is filtered and led into the pipeline system, blown through the noodle extractor to cool the noodles to the temperature of the environment before passing through the packaging stage
Step 9: Leveling the seasoning pack
For instant noodles: seasoning packs will be replenished by automatic equipment
For cup noodles: the cup supplying device will automatically put the noodles inside, then continue to add dried ingredients and seasoning packages
Figure 9: Leveling the seasoning pack
After having all the ingredients according to the specifications of each product, the noodles will be completely packaged
The expiry date is printed on the package during packaging
Step 11: Check product quality: Weigh, detect foreign bodies and metals
To ensure the best quality, each product has to go through 03 testing equipment, including: metal detector, weighing machine and foreign body detector (X-ray machine)
Products that do not meet the standards will be removed from the line and sent to the defective product processing department
Finished products are packed in cartons according to the specifications of each product, printed with the date of production, storage and quality checked by the QC department (Quality
Control) before being distributed to the market
1.2.2 Applying 5S method in product quality management and improvement:
To ensure product quality, Acecook has applied 5S method to manage the production process as well as improve its quality as follows:
Suppliers are evaluated before purchase and annually based on the criteria of national and international food safety certification In addition, suppliers are required to commit to not using additives outside the list, not irradiating, NON GMO (non-GMO)…and not violating environmental standards
This step is used to remove and create a clean and tidy workspace Acecook streamlines the workplace by removing unnecessary materials, discarding broken, unused items, and focusing on important materials and tools This process improves workspaces, increases searchability, and reduces wasted time
This step involves maintaining the cleanliness and hygiene of the workplace Acecook performs routine cleaning and adheres to high hygiene standards Maintaining a clean work environment enhances safety, raises morale and reduces the risk of incidents and accidents AceCook Vietnam often performs regular maintenance and cleaning of production areas Officers are responsible for performing these duties periodically or as needed This helps ensure food safety and increases product reliability
This step involves establishing standards and procedures to ensure the maintenance of the above steps Acecook defines and sets standards for arrangement, organization, and hygiene, and ensures that everyone in the company adheres to these standards This helps to create a stable and consistent work environment Employees are trained to follow those procedures and ensure that products meet output quality standards
The final step involves maintaining and preserving the 5S model AceCook creates continuous activities to ensure the maintenance and improvement of the 5S model in the company Employees are trained and encouraged to self-preserve and adhere to this model throughout their daily work
Acecook Vietnam regularly conducts customer surveys to understand and properly meet their needs The company provides technical criteria to ensure products meet customer requirements
Acecook Vietnam is a company that manufactures and sells instant products With the goal of meeting the needs of customers, the company regularly conducts customer surveys to understand and update information about the changing needs of the market, thereby offering suitable products
To ensure products meet customer requirements, Acecook sets out technical criteria from production process to product quality Specifically, the company aims to optimize product quality, ensure food safety, minimize product defect rates, and maximize production efficiency
For example, technical indicators might include:
● Quality ingredients: Ensures that a product's composition meets food safety and quality requirements For example, the product does not contain harmful additives or banned chemicals
Analysis of advantages and disadvantages shows that the problem still exists
Closed production process with modern machinery and equipment, high automation ability:
So far, Acecook has built 11 factories and 6 branches in Vietnam The capital for the HCMC factory alone is estimated at up to 50 million USD The entire production line at Acecook Vietnam is designed to be self-contained according to Japanese standards At the same time, the machine system has reached a level of automation of almost 90%, the company has invested in building a modern laboratory according to international standards ISO 17025: 2017 to ensure the management and quality assurance product when it reaches the customer
Strict control of raw materials:
Acecook conducts strict control right from the input materials used to produce instant noodles such as flour, vegetable oil, spices, natural vegetables, etc to the packaging, which are all imported from suppliers reputation, meeting food safety and hygiene standards Suppliers must also undergo an annual review and re-evaluation from Acecook to ensure quality is maintained
Acecook Vietnam has built a laboratory with modern equipment to test microbiological, physicochemical criteria as well as special standards such as NON-GMO, pesticide residues, etc to help test raw materials raw materials and finished products quickly, accurately, honestly and objectively, in order to ensure that instant noodles reach consumers with the highest quality, delicious and safe products
Always grasp the right needs of customers and continuously improve product quality:
Acecook regularly conducts customer surveys to understand and update information on the changing needs of the market, thereby continuously launching new products, improving the quality of existing products to satisfy the needs of customers client It is thanks to continuous improvement and always understanding the needs of customers that have helped Acecook always stay at the leading position in the field of instant noodle production for the past 30 years
Japanese technology quality management system:
Each stage of creating finished products is strictly controlled and there are inspection reports for each stage to minimize damage, convenient in tracing defective products, and is regularly checked by Japanese experts In order to ensure the quality of instant noodle products at Acecook Vietnam and Japan, both have the same quality control system
The production process is almost completely automated, so if there is a wrong step or specification, the whole batch of products will be defective and cannot be sold, causing heavy losses to the business both reputation and profit
Although Acecook Vietnam uses modern equipment and a closed production process to ensure safety, sometimes errors still occur leading to product batches not being able to be put on
27 the market The cause of this problem may be due to the lack of close linkage between departments in total quality management Because of the lack of links, the rear stitches cannot detect errors since receiving the input products, leading to mass errors
A typical incident that happened in early 2022 shows that despite using modern technology, Acecook can still make mistakes That is the case of Hao Hao noodles exported to Ireland being recalled because it contains Ethylene Oxide This substance is harmful to human health and is not allowed to be used in food distributed in the European Union (EU).
Find out similar solutions that can be applied to businesses
Vinamilk has established a close connection between departments in the company to ensure effective operation and sustainable development of the company Here are some examples of the alignment of divisions in Vinamilk
Link between research and development (R&D) department and production department: Vinamilk's research and development department is the place to conduct research, test and develop formulas for new products Once a new formulation is accepted, it is sent to the production department for implementation in the daily production process This is to ensure that new products meet quality standards and manufacturing techniques
Link between purchasing department and production department: Vinamilk's purchasing department will take care of finding and selecting high-quality raw materials from reliable suppliers Through the production process, these materials will be used and thoroughly tested to ensure the quality and safety of the final product
Link between quality control department and production department: Vinamilk has professional and modern quality inspection departments to ensure products meet quality standards During the production process, product samples will be taken and checked by experts in the quality control department This test results will provide feedback to the production department to adjust and improve the process if necessary
Link between management department and production department: Vinamilk's management department ensures the supervision and operation of the production process They are responsible for ensuring compliance with quality, safety and manufacturing process regulations If there is a problem, the management will interact with the production department to solve and improve the process
Proposing specific recommendations or solutions for enterprises to improve quality management: 28 IV CONCLUSION
4 Proposing specific recommendations or solutions for enterprises to improve quality management:
- Build a quality cross-check system during the production process between parts to increase the linkage between parts Besides, this cross-check also helps to ensure that every activity, every stage in the production process will be "done right the first time"
- Prepare countermeasures for bad situations such as a product being released to the market only to discover a defective product In this situation, it is necessary to proactively recall the product and provide a clear apology and explanation to the public and consumers about the problem In addition, in the worst case, businesses must actively compensate consumers for damage to maintain the reputation of the business
- Establish a quality assessment system by defining quality indicators, evaluation criteria, and measurement methods to monitor TQM effectiveness This includes measuring product quality, evaluating process performance, and gathering feedback from customers In addition, there is a need to continuously improve the quality control process this may include establishing test steps, sample testing procedures, and internal testing procedures to ensure satisfactory product quality bridge
Total Quality Management (TQM) has always played an important role in businesses to improve the quality of an organization's products and services It encompasses a wide range of methods, standards and processes applied to ensure quality is controlled and continuously improved Quality helps increase profits and competitiveness in the market, while limiting business costs for businesses It can be said that Acecook company has always considered quality as the key to its success, that Acecook has built an image and brand by attaching importance to the quality of its products That is reflected in the fact that the company has produced high quality, safe and delicious food products This emphasis on quality has earned the company the trust and satisfaction of its customers, and has maintained a strong position in the competitive market However, in order to achieve sustainable success, Acecook company needs to continue to maintain and make more efforts to raise quality standards, respond to changing customer needs and comply
29 with safety regulations food At the same time, the company also needs to increase innovation and product development to meet diverse market needs
After learning about Acecook's quality management, we gained important insights into product quality Product quality is always the first and most important priority in every company Quality must be committed to bring the best products and services to consumers Firstly, Acecook needs to have a close connection between departments, all departments must agree and always commit to accomplish the goals set by the company Second, Acecook company needs to strengthen quality control to meet the highest standards to avoid releasing unqualified products to consumers Third, Acecook needs to put customers and their trust first Meeting the expectations and needs of customers in providing safe and quality products will contribute to the success of the company