TCVN ISO 9004 2011 quản lý tổ chức để thành công bền vững phương pháp tiếp cận quản lý chất lượng

TCVN TCVN I S 9004:201 I I S 9004:2009 X u a t ban Ian QUAN LY TO C H ~ DE C THANH CONG BEN V ~ N G PHU(YNG PHAP TIEP CAN QUAN LY CHAT LlYQ'NG Managing for the sustained success of an organization A quality management approach TCVN I S 9004 : 2011 Muc luc Trang Lwi noi dbu " Lwi grwr threu Pham vi ap dung - Tai lieu vren dan Thuat ngb va d ~ n hnghia Quan Iy t6 chwc d& c6ng b&n vbng 10 4.1 Khai quat 10 4.2 Thanh c6ng b i n vGng 10 4.3 Mdi trvwng clla t6 chwc 11 4.4 Cac ben quan tam, nhu c%uva mong dqi 11 Chi& I v q c va chinh sach 12 5.1 Khai quat 12 5.2 hik kt Igp chikn I v q c va chinh sach 12 khai chikn Iwqc va chinh sach 5.3 ~ r i e n 13 5.4 Trao d6i th6ng tin v6 chikn lwqc va chinh sach 14 Quan Iy nguhn l y c 14 6.1 Khai quat 14 6.2 Ngu6n l y c t a ~chinh 15 6.3 Con ngwwi t6 chivc 15 6.4 Nha cung ivng va do1 tac 17 6.5 Cw sw t%ng 18 - 6.6 Mor trwwng lam vlec 18 6.7 ~ i & thivc, n th6ng tin va c6ng nghe 19 6.8 ~ g u b nlwc t y nhien 20 Quan Iy qua trinh 21 7.1 K h a ~quat 21 7.2 Hoach djnh va kiQm soat qua trinh 21 7.3 Trach nhigm va quy&n han d6i vwi qua trinh 22 Theo dbi, Ivwng phan tich va xem xet 22 8.1 Khai quat 22 TCVN I S 9004 : 201 82 The0 ddi 8.3 00 84 Phan tich lv&ng Xem xet thong t ~ nt w the0 ddi, lwfrng vB phan tich Cat tidn d b ~mwt va hgc h o ~ Khai quat Cai tidn 9.3 obi mwi 9.4 Hgc h o ~ Phy lyc A (tham khao) Cong cy tyl dAnh giA Phy lyc B (tham khao) Cac nguyCn t5c quan Iy chht lupng Phy lyc C (tham khao) S v tvwng ivng g i h TCVN I S 9004 : 2011 vB TCVN IS0 9001: 2008 Thw mvc tAi leu tham khao TCVN I S 9004 : 2011 Lbi noi dau TCVN I S 9004:2011 thay th6 cho TCVN I S 9004:2000 TCVN I S 9004:2011 hoan toan twwng dwwng vwi IS0 9004:2009 TCVN I S 9004:2011 Ban k v thugt Tieu c h u h qubc gia TCVNITC 176 Qu5n Iy c h i t I v w g va ddm bdo chat lulqng bien soan, ~ b n g cyc TiGu chuhn D o Iwwng ChAt lwqng B& nghi, Bij Khoa hgc va Cong nghZ, c6ng bb TCVN I S 9004 : 2011 Lwi giwi thieu T ~ e uchuhn dva huwng dan nham h6 trw mot 16 chllc dpt duvqc sy cdng bkn vkng mo1 tru.wng phuc t a p do1 h61 khet khe va luon thay dbi, thong qua phvwng phap t16p c i n quan Iy chat Ivqng TB ch1i.c dgt d v q c sv cong b&n vkng nhw kha nang dap Gng cac nhu c$u va mong dwi cira khach hang va cac ben quan tam khac dai hqn, mot cach can bang Thanh cbng bkn vbng co thk dat duqc nhw quan Iy t6 ch1j.c co hi& 1y.c th6ng qua nhan thivc v& m6i trubng clia t6 chivc nhw hgc hoi va ap dung thich h q p cac cai tibn valhoac d6i mwi T ~ e uchuhn khuykn khich hogt dong ty danh gia nhv mot cbng cy quan trgng d& xem xet muc nhuan nhuyen clia 16 chiuc bao trum cac khia cgnh dibu hanh, chi&n Iuqc he thdng quan Iy, ngubn 1u.c va qua trinh, db nh?n bikt cac di&m mqnh, di&m yku va cw hoi cho hogt d ~ n gcai tikn valhoac ddi mwi T ~ e uchudn chu trgng vao quan Iy ch&t Ivqng w goc rdng hwn so VWI t ~ e uchuan TCVN I S 9001, t ~ e uchuhn dd cap dhn nhu c$u va mong dql clia tht c5 cac ben quan tam cSng n h v dva hvwng dAn cho hogt dong c a ~tlkn mot cach I ~ e ntyc va he thdng toan bd v12.cthulc h ~ g nclia 16 chivc Hinh dua mb hinh mw rdng cira ht$ thdng quan Iy c h i t Iuqng the0 qua trinh, k6t hqp cac ydu t6 cira TCVN I S 9001 va TCVN I S 9004 Tieu chuhn d v q c xay d v n g db tri sv nhht quan vvi TCVN I S 9001, cSng n h u tvwng thich vwi cAc tieu chuhn khac v& ht$ thhng qu5n ly Nhivng tieu c h u h b8 sung cho nhau, nhwng cSng co thd sw dung doc lap Phy lyc A dwa mot c8ng cy d& t6 chivc ty danh gia cac dibrn manh va di&m ~ k ut ,u xac d/nh muc n h u h nhuygn clia minh va n h l n bikt cac cw hoi cai tikn va d6i mwi Phy lyc B dwa ban m6 ta cac nguyen tac quan Iy chht luqng la cw sw cho cac lieu c h u i n vk q u i n Iy chht luqng Ban k j thult ISOITC 176 bicn soan Phy lyc C neu s v tvwng wng theo tbng dibu giGa TCVN I S 9001 : 2008 va tieu c h u i n TCVN I S 9004 : 2011 I S 9004 Ouan ly qua ( - N b n tang Cac nguyen t a c qudn ly chdt luvng (TCVN IS0 9000) Chu d$n * Dong th6ng tin CBc hogt d ~ n gla g tang g ~ atrt Hinh 1: Mo hinh m v rong v6 he thong qu6n Iy chat lwgtng the0 qua trinh *- - *. _ TCVN T I E U C H U A N Q U ~ CG I A 1SOLZia-6;201I Quan ly to chivc de c6ng b&n veng Phvwng phap ti&p can quan Iy chat l v v g Managing for the sustained success of an organization - A quality management approach Pham vi ap dung Tieu c h u i n dwa hulwng dsn nharn h6 trq t6 chu7cdat dvwc s q c6ng ben vGng thong qua phulwng phap tikp can quan Iy chat l u v n g Tieu chuan co th6 ap dung cho mol to chulc kh6ng phan biet loai hinh quy rn6 hay hoat dong Tieu c h u i n kh6rlg nharn sG dung cho chu~ngnhan, quy d ~ n hphap Iy hay h o p dong Tai lieu vi$n dan Tai lieu vien dsn dwwi day r i t c i n thiet cho viec ap dung tieu c h u i n ~ 6vwi i cac tai lieu ghi narn c6ng b d thi ap dung ban dwqc neu i vdvi cac tai lieu kh6ng ghi nam c6ng b thi ap dung ban m b i n h i t , bao g6rn c a cac sGa doi TCVN I S 9000, He th6ng quan Iy chat I v q n g - Cw sw va t b vwng Thuat ngw va djnh nghia Tieu chuan siu dung cac thuat ng@va dinh nghia neu TCVN I S 9000 va cac thuat ngC? dlvCri d i y 3.1 c6ng b i n vwng cclia t6 chiuc> (sustained success) kbt q u i t u kha nang clja to chbc de dat dwwc va tri cac rnuc tieu clja rninh dai han 3.2 mdi trwirng cua to chwc (organization's environment) su7ket hqp cac yeu to ben va ben ngoai va cac d ~ e ukien co the tac dong t61 viec dat du'gc n h h g rnuc tieu clja to chGc va hanh vi cua to chuscdoi v6i cac ben quan tam TCVN I S 9004 : 2011 Quan ly to c h i r c dB t h a n h c o n g b e n v w n g 4.1 Khai qua1 DQ dat duoc c6ng b8n vOng l5nh dao cao nhht chn chdp nhan phuwng phap ti&p can quan ly c h i t iuong ti@ thbng q u i n I9 c h i t iuong crja t6 chiuc can dy.a tren cac nguyen tac m6 t i Phu luc B Nhumg nguyen tac mo ta cac khai niem la n6n tang cho mot he thbng q u i n Iy ch6t luong h ~ e uv c De dat du,ac cong b&n vGng, l i n h dao cao nhdt c8n ap dung nhDng nguyCn t j c cho he thong quan ly chat luvng cua minh ~6 chu,c can xay dung he thong quan ly chat lu'qng cira minh d& dam bdo su dung h ~ e uqua cac nguon lu'c quyet dlnh du.a tren bang chlimg thur t&, va huong vao su, thoa man cua khach hang cgng nhw nhu chu va mong dqi clia cac ben quan tam hen quan khac CHU THlCH Trong tleu chuAn nay, thuat ngG ,lanh dqo cao nh2t' d& chi cap cd thim quybn quykt djnh cao rih$l mot 16 ch",c va thuat ngb t6 chli.c" bao gbm tat ca mQ1ngu'b~trong mot t8 chu'c ~ i & u nhat quan v cAc d ~ n hnghia neu TCVN IS0 9000 4.2 Thanh c6ng bbn vwng TB chlibcco thk dat durwc sul cong b&n vfing nhb viec lu6n clap brig cac nhu chu, mong Uqi clja khach hang va cac ben quan tam d a ~han, mot cach can bang MOI truebngcua t6 chG8cthay d61 I ~ e ntyc va khong chac chan, de dat dwqc c6ng bgn vGng, I i n h dao cao nh6t clja t5 chu9cchn co sv hoach dlnh vk tvwng la1 clia to chbc dai han, lien tuc the0 dbi va thvbng xuyen phan tich m6i trwbng clia t6 chiuc, nhan blkt tat ca cac ben quan tam lien quan, danh gia cac tac dong ti&m i n rieng biet c i a hg toi viec thutc h ~ e ncua to chu8c.cung nhu! xac dinh cach thbc dap lilng nhu chu va mong dqi c i a hg mot cach can bang, khong ngb,ng 161cuon cac ben quan tam va th6ng tin cho hg vk cac hoat dong va k& hoqch clja 16 chiuc - thi&t lap rnoi quan he cung co Iqi v6i nha cung iung, dbi tac va cac ben quan tam khac, s u dung cac phwwng phap ti&p can da dang, gom ca thwwng Ivqng va hoa giai, de can bang cac nhu cau va mong dqr lu6n canh tranh clia cac ben quan tam, nhan b ~ e cac t r l i ~ro ket hop ngan han va dai han, cGng nhw trihn khai mot chi&n lwqc t6ng the de g ~ a mnhe cac rui ro cho t6 chiuc, Bang - A.6 - ( k e t t l ~ i j c ) < - Z Mir~donhuannhu~en ~ i e u ~- - ~ M W C2 M ~ 1c V, ~ MWC3 MWC4 (0 Mirc o , 8.5 Xem xet t h o n g t i n c o d w q c tiF t h e d6i, d o lrsbng v l phin tich C o phuwng phap tiep can dac blet cho I hoat dong xem xet Viec xem xCt thwbng / gay tac dong trb lai I dwgc tien hanh i , I I I I I I Tien hanh cac xem xet d/nh ky de danh gia tien trinh dat d u q c c6c myc tiCu chat Iwgng va viec I t h y c hien he thong I; quan Iy chat Iwqng ! Danh gia toan be c5c dv an vd hdnh dong cai tien tich j cwc toan bo ! qua trinh xem xet, Thuong xuyen thuc ~ a rau c6a xem xet Cac nguon thong t ~ n hien cac xem xet he d u q c chia se v61 khac chi thong cac chi so : mot so ben quan viec thwc h ~ e ntot t h v c hien chinh va tam nhw mot c l c h mot linh v v c i lam d o n gian hoa s q chi& l v ~ va ' cac muc tieu l ~ e n c hoat / cong tac va hoc hoi dong cua to chGc i quan PhPi hanh dong the0 ! ~ i e hanh n so sanh ~ a rau cua xem xet no; bo de nhan biet d u q c c h ~ ase v6i cac xu hwtrng bat Iqi va chia s6 viCc thvc cAc d6i tac va dOng dwqc nhan biet hanh tot i lam dau vao cho Cac xem xet chi hoat dong c a ~ tien ngubn l y c dwwc ; san pham va qua ( cung cap co thda I I I dang hay khong I n h i m danh gia tien trinh theo ke hoach va muc tleu ; ' i [ i ; : i I I II CHlJ TH~CH:Mwc 60 nhuhn nhuyen hien tai c ~ i achc ydu tb rieng Id clia chc ti& chi I i td chwc trinh anh h u b n g t6i mGc thuc h ~ e nva mGc thoa mSn ~ e qua t xern xet chGng to h ~ e ul v c cua hanh dong d u g c : t h v c hien I p p p - la mwc cao nhat dat dwqc mh khdng co khoang chch nho trwuc 66 A 0, -L B a n g A.7 - Tw d a n h gia cac y e u t o c h i t i & t r o n g d i e u ~ i e u C 9.2 Cai tien ~ I ! I I 9.1 (Cai t i k n d6i m b i va h o c hoi) K h a i quat Mvc 1 - - I i i I i - I ~~ 7- ~ ~ I Mwc I Mwc , C o the chGng to ' hoc h o i Mwc d o n h u a n nhuyen Hoat dong cai tien la I Co cac qua trinh cai i tien co ban d v a v i o ; / hanh dong khac : phuc, phong ngiva , khach hang hay che dinh I TA chbc cung c6p i I1 i hoat dong dao tao i de cai tien lien tuc j i i I dac biet va c2n civ vao khieu nai cua - Cai tien d8i m w i va dwqc cac n6 l v c cai tien phan I6n cdc san phem v i qua trinh chinh cua to chivc Trong tam cua qua i trinh cai tien ph0 hqp v d i chidn llvpc va muc tieu Co he thong thiva I nhan cac nhom va ca nhan tao cai tien lien quan mat cach chien I v g c Qua trinh c5i tien lien tuc t h v c hien met so cap clia to chwc cung vwi nha cung wng va d6i tac clia to chwc I Mwc Mwc I! Co bang chivng ve moi quan he chat , che giba hoat dong cai tien va viec dat : d v g c cac ket qua cao h o n trung binh cua nganh doi v6i to chulc I trinh cai tien ~p dung cai tien d6i I Viec c i i tidn dwgc ghi nhgn nhw hoat v d i s6n p h l m , qua trinh, ccr cau to dong thwbng chivc, m6 hinh hoat toan bo to chirc, cOng nhw v&i ddng v2 he thong quan Iy c i a to chivc cac nha cung ivng va doi tac clia to chivc TO chivc chu vao cai tien viec t h ~ hien, c g6m c5 kh5 n3ng hoc hdi va thay d6i ~ e qua t n i y sinh t13 c21c qua trinh cai tien nang cao viec thvc hien clia to chGc ; Xem xet mot cach / he thong cac qua ' ' / I / + B a n g A.7 - (tlep theo) < z - ~ W c d o n h u b nn h u y & n 0ieu ~~ M W C1 9.3 Co it doi m Cac san pham m b i dvwc gibi thieu tren c o sir dac biet va khdng sgn co k e hoach doi mwi obi m u i i II j i Ii I I i I - ~ ~ v i Hoat dong doi m i Cn rD Mvc MWc -l - MWC4 Mwc ' j Qua trinh doi mwi ' Lap thG t v wu tien Hoat dong doi rnwi I d v a tren c o sir dir cho san pham va , cho hoat dong do; tinh den trwolc c6 ; lieu lien quan den qua trinh mwi co the : m b i tren cw sw can ; nhGng kh6 nang i nhu cau va mong nhan biet duwc b i n g giGa tinh cap thay do1 moi d q i clia khach hang nhang thay doi ! thiet cua doi mwi, s v truwng crja to chGc ; moi trutwng clia to : s3n co clia cac : Xay d v n g cac ke \ / chivc nham hoach nguon lwc va chien ; hoach phong ngtka I / dinh doi mwi I Icuwc clia to chGc, i de ngan chan hoac / giam thieu chc rui ro Loi keo s y tham gia j j duwc nhan biet kem I clia nha cung wng I va cac doi tac vao : theo hoat dong do1 qua trinh doi mu1 mcy i ~p dung do1 mo! cho Thuong xuyen danh san ham qua trinh g~a h ~ e uluc va hieu c o cau cua to chli.c qua cua qua trinh mo hinh hoat dong doi m w ~nhw mot va he thong quan Iy phan clja quy trinh hoc hoi cua to chli.c Van dung doi mwi de i cai tien cach thivc van hanh t6 chwc / o A - h) Bang A.7 ~ i e u 1I I 9.4 Hoc hoi _ MWC1 Rut mot so bai hoc tiu ket qua clja I cac khieu rial Hoc h6i tren c a sir cd nhan chiv khdng co sw c h ~ ase kien 1 I I I I I I I I i I I !I i Mwcdonhuan nhuyen, - - - I ! I - ( k t thuc) , MWC2 I i j - Mvc - I I - - - - - Mwc Viec hoc h6i Thiva nhan viec hoc Cb cdc hoat dong sinh mot cdch tich s u kien, didn dan h6i la v6n d& then cwc tiv viec phan d u o c hoach dinh d& ' chbt LZinh dao cao tich hi thong cdc chia se thdng tin nhat khuyen khich van dB va nhbng dD CO hi thong thiva mang l v i sw kkt lieu khac noi va tucrng tac de nhan cac ket qu5 Co cac qua trinh I tich cu.c clja cac goi chia s8 kien thlvc gi6p chia se thdng hay bBi hoc d v o c Ldnh dso cao nhdt tin va kien thwc rut ung ho cac sang j Viec hoc h6i d u g c i kien hoc h6i va dsn ! d& cap chi& d i t qua cdc tAm l u g c vB chinh sdch guong / Kh5 nang hoc hoi clia to c h k tich hgp I nang 1y.c ca nhan va i nang IWC clja t6 chivc Hoc hoi la nen tang cho cac qua trinh cdi tien v i d6i mbi 1 I: !I ' i/ 1 - Mwc Vdn hba hoc h6i cho ,i i i ! - , I phep ganh c h ~ urlji ro vA c h i p nhan t h i t bai, cho r i n g di&u s8 d l n den viec hoc hbi tw nhDng 16i lam cho tdi nhDng c o hoi c d t e n C o s y cam ket v6i ben ngoai vi muc t@u hoc h6i !, 1 1 I I CHU THICH: Mwc nhuin nhuyen hien tab cira cac y&u tb rieng Ie cira t6 chwc la mbc cao nhat dat dvqc ma kh6ng co khoang cach nao trvbc cac tieu chi -~ TCVN I S 9004 : 2011 Phu lyc B (tham khao) Cac nguyen thc quan Iy chat luqng B.1 Khai quat Phu luc m6 td tam nguyen t i c cua quan 19 ch6t lwqng tao nhn tang cho cac tieu chuln v& quan ly chat lvqng Ban kv thuat TCVNiTC 176 bien soan Lanh dao cao nhet co the sw dung nhGng nguyen tat nhv mot khuon khb de chi dan to chwc clja minh hwwng twi viec thwc hien tat han Phu luc dwa cac ban mo ta chuAn hoa c i a tam nguyen tac Ngoai ra, phu luc cbng cung cap nhkng vi du v& lqi ich srnh t l i p vl?c sw dyng cac nguyen tac cOng nhw Iqi ich clia cac hanh dong duqc nhivng nha quan Iy tien hanh mot cach tieu bibu ap dyng cac nguyen tac d6 cai tien viec thvc hien cua 16 c h l k minh B.2 Nguyen thc 1: Hwbng vao khach hang ~6 chwc phu thuoc vao khach hang cua minh, vi v$y can thau hibu cac nhu chu hien tai va tvwng lai cua khach hang, dap upngcac yeu chu cua khach hang cOng nhw phen d6u vwqt xa cac mong dqi cua khach hang Lqi ich chinh a) tang doanh thu va thj phan dat duvqc nhw dap wng linh hoat va nhanh chong cac cw hoi tren th/ trwwng, tang hieu Ivc sG dyng ngubn Iwc cua to chwc n h i m nang cao s v thoa miin clia khach hang, nang cao s v gan bo cua khach hang d6 lap lqi cBng viec b) Vrec ap dung nguyen tac hu3bngvao khach hang thwwng dan twi nghien cwu va thau hieu nhu cau va mong dqi clia khach hang, dam bao cac muc tieu cua to chu3c d w ~ clien kbt vwi nhu cau va mong d ~clia i khach hang, - trao d6i thBng tin ve nhu c i u va mong d q i clja khach hang toan bS, t8 chwc, lwwng s v thoa man cua khach hang va hanh dong theo cac ket qua, - quan Iy mot cach he thong quan he vbi khach hang, TCVN I S 9004 : 201 darn bao phwwng phap tiep can can bang giba viec thoa rn3n khach hang va cac ben quan tam khac (nhw chlj s hGu, nhan vien, nha cung iung, nha tai chinh, cong dbng dia phu3wngva toan x5 hiji) 6.3 Nguyen tac 2: S y l i n h dao Lanh dao thibt lap su thong nhat giba rnuc tieu va dinh hwwng clja tb chiuc L3nh dao chn t?o va tri m61trwwng noi b?, rnoi ngu,wi co the tharn gia day dlj vao viec dat dwqc cac myc tieu cGa to chiuc a) Lqi ich chinh rnoi ngulwi hieu va dufqc tao dong l y c vi rnuc dich va rnuc tieu clja to chiuc, danh gia, bo tri va thuc hien cac hoat dong mot cach thong nhht, giam thieu viec trao d6i thbng tin sai Iech giiva cac cAp clja 16 chiuc b) Viec ap dung nguyen t i c s y I3nh dgo thwwng d h twi xem xet nhu c i u cua tat ca cac ben quan tam gBm khach harlg, chlj s w hivu, n h i n vign, nha cung ung, nha dau tw tai chinh, cong dbng dja phwwng va toan xi3 hoi, - thiet lap tam nhin r6 rang twwng lai clja t6 chiuc, - thiet lap rnuc dich va rnuc tieu mang tinh thach thiuc, tao lap va tri cac gia t r / , ve dep c i n g n h v cac 17-16hinh ve vai tro dao diuc dwqc chia se tht ca cac c i p clja tb chuc, tao lap ni&m tin va loai bo s y sw hsi, cung chp cho m ~ngwwi i nhbng ngubn Iwc chn thibt, s v dao tao cirng nhw s y ty, hhnh dong cung vwi trach nhiem va trach nhiern giai trinh, tho, thuc, khuyen khich va thua nhan supdong gop cira rnoi ngwwi 6.4 Nguyen tac 3: S v tham gia cua moi ngwwi Con ngwwi du tat ca cac cap la nhan td thiet ~ e clja u t6 chiuc, s q tham gia day dlj clia mgi nguwi giup sG dung nang luc cCa ho vi Iqi ich clja 16 chiuc Lgi ich chinh a) rnoi ngu3i to chuc dulqc tao dong Ivc, cam ket va tham gia vao cac hoat dong, doi rnwi va sang tao gilIp day manh cac rnuc tieu clja t6 chulc, - rnoi ngwwi co kha nang c h ~ utrach nhiem ve viec thyc hien c i a minh, - rnoi nguwi mong muon tham gia va dong gop cho viec cai tibn lien tuc TCVN I S 9004 : 201 b i Vtdc ap dvng nguyen t i c su tham gta clja moi ngvwi thruwng d i n twi mot ngu.61 h t l u duuc tam quan trgng clja s v dong gop va vai tro clja minh t6 chivc mot ngu.61 nhan btkt dugc nhbng rang buoc vwi viec thvc hien clja minh mot ngu.61chap nhan quybn sw h6.u n h h g v8n d& va trach nhiem giai quybt cac v8n d& clja minh mgl ngu-wi danh gia viec thvc hien clja minh theo cac muc dich va muc tieu ca nhan, mg1 ngu.61tich cvc tim kibm cac cw hoi nang cao nang luc, kibn thivc va kinh nghiem clja minh mgl ngvwi tv chia se kidn thwc va kinh nghiem, mgl ngvwi trao dbi cwi mw cac vAn d& va kdt qua Nguy6n t i c 4: ~ kt i can the0 ~ qua trinh qua mong muhn dgt d v q c mot cach hieu qua hwn nbu cac hogt dong va ngu6n l v c lien quan d v v c quan Iy theo mot qua trinh a) L v i ich chinh chi phi thAp hwn va thwi gian quay vong ngAn hwn nhw viec s b dung hieu l v c ngu6n Ivc, k&t qua d v v c cai thien, nhAt quan va co th6 d v bao trvwc, cac cw hoi cai ti& d v v c chu trgng va sap xdp thiv t v v u tien b) Viec ap dung nguyen tac tikp cgn the0 qua trinh thvwng d i n twi xac dinh mot cach he thbng nhivng hoat dong chn thiht d6 dgt d v q c kbt qua mong mubn, - thidt Igp trach nhiem va trach nhiem giai trinh r8 rang d6 quan Iy nhbng hoat dong chu dgo, - phan tich va lvwng nang l v c cica cac hoat dong chu dgo, nhgn bibt nhfing di6m chung clja nhivng hoat dong chu dao pham vi cac chwc nang va giiva cac chwc nang cua - chu trgng vao cac ybu t6 t6 chwc, nhw ngubn I v c , phwwng phap, vgt lieu stZ cai thien nhbng hoat dong chlj dgo clja t8 chwc, - danh gia rlji ro, h?u qua va tac dong cua cac hoat dong twi khach hang, nha cung ivng va cac ben quan tam khac TCVN I S 9004 : 201 B.6 Nguyen tac 5: ~ i can e quan ~ Iy the0 he thong Nhan bikt, hieu va quan Iy cac qua trinh lien quan lan theo mdt he thong dong gop vao hieu q u i va hieu l v c dat duqqccac muc tieu clja to chbc a) L Q ~ ich chinh hqp n h i t va lien ket cac qua trinh de dat du'wc t6t n h i t nhivng k&t qua mong muon, co kha nZing tap trung n6 luc vao cac qua trinh chinh, mang lai sv tin cay cho cac ben quan tam ve tinh nhat quan, hieu qua va hieu lqc clja to chivc Viec ap dung nguyen tac tiep can quan Iy theo he th6ng thvwng d$n twi b) c i u truc he thong de dat dvwc nhbng muc tieu clja t6 chivc mot cach hieu q u i va hieu l t ~ cnhat, - hi& dwqc st^ phu thuoc Isn giGa cac qua trinh cira he thhng, phvwng phap tiep can dwwc cau truc giup hai hoa va tich hwp cac qua trinh, mang lai s u t h i u hieu ve vai tro va trach nhiem c$n thibt d6 dat duqc rnuc tieu chung va do giam bwt nhiing rao can giba cac chuc nang, - hibu dwwc nhivng kha nang clja to chulc va thi&t I$p rang buoc v6 ngubn Ivc trwwc hanh dong, dinh hvwng va xac djnh cach thivc tribn khai can thibt cac hoat dong cy th6 pham vi he thong, - cai tibn lien tuc he thong thong qua hoat dong Iuwng va danh gia 8.7 Nguyen tac 6: Cai tien lien tuc Cai t ~ e nlien tuc toan bo viec thvc hien clja to chivc can la mot muc tieu thwwng xuyen cira t o chi~c a) Lwi ich chinh - tao lwi the thwc hien thong qua nang cao kha nang clja to chivc, hai hoa hoat dong cai tien moi cap vtri djnh hvwng chien lwqc clja - t6 c h ~ c , kha nang linh hoat de xu1Iy nhanh chong cac cw hoi Viec ap dung nguyen tac cai tien lien tuc thvirng dan twi b) - van dung phvwng phap tiep can nhat quan rong rZi to chivc de cai tien lien tuc viec thupchien clja to chivc, TCVN I S 9004 : 201 cung cap vlec dao tao cho mor ngu.61ve phuong phap va cdng cu car t16n lien tuc b d n su cat tlkn Iren tuc san pham qua trinh va he th6ng mot myc tieu clia moi ca nhan lo c h ~ i c thrbt lap cac muc dich nham h u d n g dan ccng nhu cac bien phap nham truy theo hoat dong ca! !I&P Irer! !uc, thua nhan va c6ng nhan hoat dong car tikn Nguyen tac 7: ~ u y e djnh t dwa tren thwc ti$ NhGng quyet dinh hreu luc la nhlimg quyet d ~ n hdua tren sw phan tich d& lieu va th6ng tin a ) Lor ich chinh quydt d ~ n hco h ~ e ub ~ e t tang kha nang chu-ng to hreu 1u.c cua cac quykt d/nh trwwc thong qua viec tham khao nhfitng hd sol thu9cte nang cao kha nang xem xet thli thach nang I v c va thay d8i y ki6n va quykt d ~ n h b) Vrec ap dung nguyen tac quyet dinh du-a tren t h v c t6 thwwng dsn twi dam bao d i elieu va thong tin dir chinh xac va tin cay, tao tinh s8n co cho d i 9lieu d6i vwi n h i e n gngu'wi co nhu cAu siv dyng, phan tich d f i lieu va thong tin bang phuscrngphap hieu lylc, vlec quyet d/nh va t h v c hien hanh dong tren cw sw phan tich thwc tk, Uwqc can bang vwi krnh nghiem va hieu bikt Nguyen tac 8: Quan he cung co lwi vwi nha cung wng ~6 chu,c va nha cung u8ngcua minh phy thuoc lan nhau, moi quan hi, cung co Iqi lam tang kha nang tao gra tr! cua ca ha1 ben a) LQI ich chinh tang kha nang tao gia trj cho ca hai ben, trwbng hay nhu cau va tinh linh hoat va tbc BQ cung dap u n g vwi nhivng thay ddi cira t h ~ mong d q i cua khach hang tor wu hoa chi phi va ngubn lunc V ~ e cap dung nguyen tac quan hi, cung c o Iwi vwi nha cung uvngthwwng d3n twi b) thiet I$p quan he can bang giba 1q1ich ngan han va cac xem xet dai hqn, - dong gop chuyen m8n va ngubn lwc vwi ddi tac, TCVN I S 9004 : 2011 - nhan bi&t va lwa c h ~ n cac nha cung ivng quan trgng, - trao d6i th8ilg tin r6 rang va cwi m6 - chia se th6ng tin va k& hoach tulvng lai, - thi&t lap s v phat tri&n chung va cac hoat Bong cai ti&n, - th8i t h ~ j c ,khuy&n khich va thwa nhan hoqt dong c i i tibn va nhOng tylu clja nha cung iung C V N I S 9004 : 2011 Phy luc C (Tham khao) Sff tlrong &ng giiia TCVN I S 9004 : 2009 va TCVN I S 9001 : 2008 Bang C neu su tu.ong ung g1ir.a t ~ e uchuan va TCVN I S 9001 2008, cljng nhu chi c i c h thu,c ha1 t ~ e uchuan bo sung cho I S 9001 quy d ~ n hcac y6u cau VOI he thong quan I? chat lu.qng, co the dung cho viec ap dung noi bo ccja to chuz hoac de c h h g nhan hay n h h g muc dich hop dong va chu vao h ~ e ulu'c cua he thong quan Iy chat l u m g v~ecdap iing cac yeu cau cua khach hang T ~ e uchuan dua hu,o,ng dan do1 vbi to chlj,c lanh dao cao nhat mong mudn tien xa ho.n nhung yeu cau cua I S 9001, nham hu,ong to; nhu cau va mong do.i cua tat ca cac ben quan tam cljng nhu su, thoa nian clja ho thong qua hoat dong cai tien lien tuc, co he thbng viec thulc h ~ e ncua to chux Bang C l I - S y tvong ~ilnggiiia TCVN I S 9004 : 2009 va TCVN I S 9001 : 2008 Cac di6u cua TCVN I S 9004 : 2009 (Quan Iy Cac di6u cua TCVN I S 9001 : 2008 t8 chutc de cong ben vkng) (He thong quan Iy chat lu~qng)Yeu cau ( K h a ~quat : chung ' Cam ket cua I2nh dao ' Y&u cAu v& he th6ng tai l$u - - Thanh cong ben vkng -r- - - - 4 Cac ben quan tam nhu cau va mong do.1 QU-atrinh lien quan dkn khach hang I Huwng vao khach-hang ( ~ h 6lu'qc n va chinh sach) Khal quat : Chinh sach chat lulang Moi truawrlg cua t6 chGc L?p chien Ivqc va chinh sach Chinh sach chat Ivqng ~ r 6knh a ~chien luwc va c h ~ n hsach Hoach d ~ n h Trao d61thong t ~ nve c h ~ e nluoc va chinh 5 Trao ( sach ( (QuQn ly ngubn 1u.c) Khdi q u i t 16 d61 thong t ~ nnoi bo 3Trao d6i thong tin vwi khach hang - ' - c u n g c a p ngubn 1u.c ~ g u i 1u.c n ti1 chinh Con ngutbl cria t6 chute - - - ' ~ ~ u nhan o n 1u.c 3.1 Quan Iy n g v w ~ - Nang lute clia ngu.61 3 S v tham gla va dong luc clia mol n g u b ~ Nha cung wng v i d61tac Khai quat - 2 Nang lu3c.dao tao va nhan thirc - - - - Qua trinh mua hang TCVN IS0 9004 : 2011 Bang C l - (k6t thuc) I Cac dieu cua I S 9004 : 2009 Cac dieu cua I S 9001 : 2008 7.4.1 Qua trinh mua hang 6.4.2 L v a chon, danh gia va narlg cao kha n5ng clja nha cung ivng va doi tac - sw tang 6.5 Cw s& thng 6.3 Cw 6.6 Mot trvwng lam viec 6.4 M8i trvwng lam viec -1 -.- -7-r ~ e thwc, n thong tin va cong nghe - 6.8 ~ g u b nlwc tw nhien - i _~ 7.1 (Quan Iy qua trinh) Khai quat 4.1 (He thong quan Iy c h i t Iwqng) Yeu chu chung - r-.- - - . 7.1 Hoach djnh qua trinh tao s i n pht$m 7.2 Hoach dtnh va kiem soat qua trinh 7.5 Cung wng san phAm va djch vu - -T T 7.3 Trach nhiem va tham quyen d8i vwi qua trinh i ~ r a c hnhiem, quy&n han va trao d6i thBng tin 8.1 (Theo dBi, lulbng, phan tich va xem xet) Khai quat ~ 8.1 Khai quat 8.2 Theo ddi soat thiet bj theo ddi va Ivwng 7.6 ~ i e m -.- 8.2.3 Theo ddi va lwwng cac qua trinh 8.2.4 Theo ddi va lwwng san pham ~- ~ - 8.3.1 (Do Iwwng) Khai quat - - 8.2 Theo ddi va Iwbng 8.2.1 Sw th6a man c i a khach hang - - 8.3.2 Chi s b thulc hien chinh 8.2.3 Theo ddi va lwwng cac qua trinh 8.3.3 Danh gia ncji b0 8.2.2 Danh gia n6i b6 - - 8.3.4 T v danh gia - - - 8.3.5 ~ 8sanh i chuan -A ~.~ 8.4 Phan tich - 8.4 Phan tich dG lieu ~ ~ 8.5 Xem xet thong tin tiu viec theo dbi, lwwng 5.6 Xem xet cira I%nhdao va phan tich ,-7-T;-, -~ 9.1 (Gal tien, d o ~m u va ~ h ~ h6i) c Khai quat ~ ~ - Cai tien 9.2 Cai tien - - 9.3 D8i m k i 7.3 ~ h i e ke t va phat trien 9.4 HQCh6i 8.5 Cai tien .- - -. - - TCVN I S 9004 : 2011 Thw myc tai lieu tham khao [I] TCVN I S 9001 (21 0 He thdng quan ly c h i t luqng - TCVN I S 10001 Quan ly c h i t lupng - Cac yeu c8u Su thda mcin cda khach hang - Hub'ng d8n v6 quy pharn dqo d u cda ~ td chuc 131 TCVN I S 10002, Quan Iy c h i t lunqng- Su thda mcin cda khach hang - Hvbng d i n xw Iy k h ~ k unqi td chuc [4] TCVN I S 10003 Quan ly c h i t Iuqng - S v thoa mcin cda khach hang - Hu7bngd i n gidi quykt tranh chap bet? ngoai td chuc [5] TCVN ISOITS 10004, Quan ly c h i t lu8qng- S y thda mcin cda khach hang - H&ng dsn the0 d d ~va IuCnig [6] TCVN I S 10005, He thdng quan ly c h i t l w n g - Hu9bngda'n lap kk (71 TCVN I S 10006 He thdng quan Iy c h i t lvqng - Hurbng d6n quan ly [8] TCVN I S 10007 He thdng quan Iy chat lupng - Hu'bng da'n q u i n Iy c i u hinh 191 TCVN I S 10012, He thbng Quan ly lvivng hoach c h i t lu'png c h i t Iu'qlig duqan - Yeu c i u ddi v6i qua trinh va thikt b~ [ I 01 TCVN I S 10013, Hvbng da'n v6 tai lieu clja he thbng qua11 Iy c h i t I v m g [11] TCVN I S 10014 Quan Iy c h i t lu'vng - Hv&ng da"n dk thu d v q c cac lqi ich kinh tk va tai chinh [ I 2) TCVN I S 10015, Quan Iy chat Ivqng - Hu'Cmg dsn dao tao [13] ISOITR 10017, Guidance on statistical techniques for I S 9001 (Quan Iy chht Iwqng - Hwbng dan v& k thugt thbng k e cho I S 9001) [14] TCVN I S 10019, Quan Iy chat lupng - Hulbng dsn l v a c h ~ nva SO dung t v van he th6ng qu8n Iy chat lupng (151 TCVN IS014001, He thdrlg Quan Iy moi trvivng [ I 61 TCVN IS014040, Quan Iy m8i trvdng - Cac yeu cdu - Datih gia va hlvCvng dsn s b dung vong dbi cda san phdm - Nguyen tac va khu6n khd [ I 71 lS014044 Environmental management Guidelines (Quan Iy rn6i trvwng - - Danh gia - Requirements and ph%m- Yeu chu va hvwng Life cycle assessment vong dwi c i a san dan) (18) ISOITR 14047 Environmental management - Life cycle impact assessment - Exemples of application of I S 14042" (Quan Iy m6i trwwng - Danh gia tac dong c i a vong dbi san ph%m- Vi du v& viec ap dung I S 14042) TCVN IS0 9004 : 2011 [I91 lS014048, Environmental management - Life cycle assessment - Data documentation format (Quan Iy m6i trwwng - Oanh gia vong Uwi clla san pham - Dinh dang tai lieu dG lieu) (201 lS014049, Environmental management - Life cycle assessment - Exemples of application of I S 14041 to goal and scope definition and inventory analysis" (Quan ly moi trwwng - Oanh gia vong Uwi cira san ph6m - Vi du v& viec ap dvng I S 14041 cho viec xac djnh mvc Uich va pham vi va p h i n tich kiem ke) [21] ISOITR 14062, Environmental management - Integrating environmental aspects into product design and development (Quan 1y m6i trwwng - Tich hwp cac khia canh m8i trvwng vao thi&t k& va phat tribn san ph6m) [22] TCVN I S 1901 1, Huwng dJn danh gia he thdng quan Iy c h i t lu.gng va/hoac m6i trlvirng [23] IS0 26000, Guidance on social responsibility (Hwwng d i n v& trach nhiem x i hoi) [24] ISOllEC 27000, lnformation technology - Security techniques - lnformation security - Overview and vocabulary (C6ng nghe th6ng tin - Kq thuat an toan thdng tin - ~ n quan g va tw vwng) management systems - He thbng quan Iy an toan [25] TCVN ISOIIEC 27001, C6ng ngh$ th6ng tin - H$ thdng quan Iy an toan thdng tin - Cac yeu c i u [26] TCVN I S 31000, Qu6n Iy rlji ro - Nguyen t i c va huwng d&n [27] ISOIIEC 90003, Software engineering - computer software (Ky thuat phhn mkm Guidelines for the application of ISSO 9001 t o - Hwwng d$n ap dvng I S 9001 cho phhn mQm may tinh) [28] IEC 60300-1, Dependability management (Quan Iy tinh tinh tin c?y -~ - Part 1: Dependability management systems h h 1: n He thbng quan I y tinh tin cgy) [29] IEC 61 160, Design review (Xem xet thi&t k&) [30] OHSAS 18001, Occupational health and safety management systems - Requirements (He thbng quan Iy swc khoe va an toan nghe nghiep - Cac yeu cau) [31] OHSAS 18002, Occupational health and safety management systems - Guidelines for the implementation of OHSAS 18001 (He thbng quan Iy swc khoe va an toan nghe nghigp Hwwng d6n ap dvng OHSAS 18001) [32] Quality management principles2' (Nguyen tac quan Iy chat Ivqng), ISO, 2001 [33] I S 9000 - Selectiori and use2' ( I S 9000 - L v a chon va siv dung), ISO, 2008 " I S 14041:1998 va I S 14042 2000 cung d u g c hiry bo va thay thk bbi I S 14040.2006 va I S 14044.2006 ''Co w trang web: h t t ~ l l w w w i s o o r hogc g http./lwww.iso.orq/tc176lsc2 - TCVN I S 9004 : 2011 1341 Gu,darrce urr the Cor~cepfarld Use of t t ~ eProcess Approach for managemer~tsystems" (Hu,bng dan v6 Khai niem va S u dung P h u a n g phap tikp cpn the0 qua trinh d6i vwi he thbng quan ly) ISO 2008 (351 I S 9001 for S r ~ ~ aBusinesses ll - What to Advice from ISO/TC 176'" ( I S 9001 vwi Doanh nghiep nho - Phai lam gi, C h i dan clia ISOITC 176) ISO 2008 (361 The rr~tegratedilse of managemerlt systern staridards (SG dung tich h q p cac tieu chub hZ, thbng quan Iy), ISO 2008 [37] / S O mar~agemer~t systems5' (He thbng quan Iy the0 ISO) (38) Cac trang web tham khao ISO org http IIWWW http //www i s o t c l o r g http I l w w w ISO org/tcl76/sc2 http I l w w w ISO org/tc176/IS09001Aud1t1ngPract1cesGroup ''C 6 trang web http Ilwww so orq/tcl76/sc2 ' S e UUCYC cap nhat d& phu hqp vlvi IS0 9001 2008 5' ~ u d ban t hat tan moi thang cung cap tln tO.c roan dien ve vlgc xay dvng tieu c h u i n quoc t8 IS0 ve he th6ng quan ly gom ca n h h g tin tVc ve viec ap dung cac tieu c h u i n clja cac t6 chGc khac tr&n toan th6 gilvi S3n cb tiu Ban Thw ky trung tam (sales@iso.org) ... g i h TCVN I S 9004 : 2011 vB TCVN IS0 9001: 2008 Thw mvc tAi leu tham khao TCVN I S 9004 : 2011 Lbi noi dau TCVN I S 9004: 2011 thay th6 cho TCVN I S 9004: 2000 TCVN I S 9004: 2011. .. n Iy chht luqng Ban k j thult ISOITC 176 bicn soan Phy lyc C neu s v tvwng wng theo tbng dibu giGa TCVN I S 9001 : 2008 va tieu c h u i n TCVN I S 9004 : 2011 I S 9004 Ouan ly qua ( - N b n tang... I S 9004: 2000 TCVN I S 9004: 2011 hoan toan twwng dwwng vwi IS0 9004: 2009 TCVN I S 9004: 2011 Ban k v thugt Tieu c h u h qubc gia TCVNITC 176 Qu5n Iy c h i t I v w g va ddm bdo chat lulqng bien