TCVN

TCVN I S 0 9004:201 I
I S 0 9004:2009
X u a t ban Ian 3

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 0 9004 : 2011

Muc luc

Trang

Lwi noi dbu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . ."

Lwi grwr threu ............................................................................................................

1 Pham vi ap dung .................................................................................................

..

2 Tai lieu vren dan .................................................................................................

3 Thuat ngb va d ~ n hnghia ......................................................................................

4 Quan Iy t6 chwc d& thanh 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

5 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

6 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 trong t6 chivc ..............................................................................

15

6.4 Nha cung ivng va do1 tac ...............................................................................

17

6.5 Cw sw ha 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

7 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

8 Theo dbi, do Ivwng. phan tich va xem xet ............................................................

22

8.1 Khai quat .....................................................................................................

22

TCVN I S 0 9004 : 201 1

82

The0 ddi . . . . . . . . . . . . . . . . . . . . . . . . .
..
...............................................................

8.3

00

84

Phan tich

lv&ng ...............................................................................................

.........................................................................................

8 5 Xem xet thong t ~ nt w the0 ddi, do lwfrng

vB phan tich ....................................

9 Cat tidn. d b ~mwt va hgc h o .................................................................................

~
9 . 1 Khai quat ..................................................................................................
9 . 2 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 0 9004 : 2011 vB TCVN IS0 9001: 2008.........
Thw mvc tAi leu tham khao ...........................................................................................

TCVN I S 0 9004 : 2011

Lbi noi dau

TCVN I S 0 9004:2011 thay th6 cho TCVN I S 0 9004:2000.
TCVN I S 0 9004:2011 hoan toan twwng dwwng vwi IS0 9004:2009.
TCVN I S 0 9004:2011 do 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 0 9004 : 2011

Lwi giwi thieu

T ~ e uchuhn nay dva ra huwng dan nham h6 trw mot

16 chllc dpt duvqc sy. thanh cdng bkn vkng

trong 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 thanh 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 trong 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 nay khuykn khich hogt dong ty danh gia nhv mot cbng cy quan trgng d& xem xet muc
do 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 nay chu trgng vao quan Iy ch&t Ivqng w goc do rdng hwn so

VWI

t ~ e uchuan TCVN I S 0

9001, t ~ e uchuhn nay dd cap dhn nhu c$u va mong dql clia tht c5 cac ben quan tam cSng n h v dva
ra 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 1 dua ra 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 0 9001 va TCVN I S 0 9004

Tieu chuhn nay d v q c xay d v n g db duy tri sv nhht quan vvi TCVN I S 0 9001, cSng n h u tvwng thich
vwi cAc tieu chuhn khac v& ht$ thhng qu5n ly. Nhivng tieu c h u h nay b8 sung cho nhau, nhwng cSng
co thd sw dung doc lap.
Phy lyc A dwa ra mot c8ng cy d& t6 chivc ty. danh gia cac dibrn manh va di&m ~ k ut ,u do xac d/nh
muc do 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 ra 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 do Ban k j thult ISOITC 176 bicn soan.
Phy lyc C neu ra s v tvwng wng theo tbng dibu giGa TCVN I S 0 9001 : 2008 va tieu c h u i n nay

TCVN I S 0 9004 : 2011

I S 0 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

4.

Quan ly to chivc de thanh 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 nay dwa ra hulwng dsn nharn h6 trq t6 chu7cdat dvwc s q thanh c6ng ben vGng thong
qua phulwng phap tikp can quan Iy chat l u v n g . Tieu chuan nay co th6 ap dung cho mol to chulc.
kh6ng phan biet loai hinh. quy rn6 hay hoat dong.
Tieu c h u i n nay 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 nay. ~ 6vwi
i cac tai lieu ghi
narn c6ng b d thi ap dung ban dwqc neu. 0 6 i vdvi cac tai lieu kh6ng ghi nam c6ng b 8 thi ap dung
ban m b i n h i t , bao g6rn c a cac sGa doi.
TCVN I S 0 9000, He th6ng quan Iy chat I v q n g - Cw sw va t b vwng.

Thuat ngw va djnh nghia

Tieu chuan nay siu dung cac thuat ng@va dinh nghia neu trong TCVN I S 0 9000 va cac thuat ngC?
dlvCri d i y .
3.1

thanh 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 duy tri cac rnuc tieu clja rninh trong dai han
3.2

mdi trwirng cua to chwc (organization's environment)

su7ket hqp cac yeu to ben trong 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 0 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
4.1

Khai qua1

DQ dat duoc thanh 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 trong
Phu luc B Nhumg nguyen tac nay 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 thanh cong b&n vGng, l i n h dao cao nhdt c8n ap dung nhDng nguyCn
t j c nay 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
ra 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 ra quykt djnh
cao rih$l trong mot 16 ch",c va thuat ngb ..t6 chli.c" bao gbm tat ca mQ1ngu'b~trong mot t8 chu'c ~ i & nay
u
nhat quan v 0 1 cAc d ~ n hnghia neu trong TCVN IS0 9000

4.2 Thanh c6ng bbn vwng

TB

chlibcco thk dat durwc sul thanh cong b&n vfing nhb viec lu6n clap brig cac nhu chu, mong Uqi

clja khach hang va cac ben quan tam trong d a ~han, mot cach can bang.
MOI truebngcua

t6 chG8cthay d61 I ~ e ntyc va khong chac chan, de dat dwqc thanh c6ng bgn vGng,

I i n h dao cao nh6t clja t5 chu9cchn

co sv hoach dlnh vk tvwng la1 clia to chbc trong 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 nhau clia cac ben quan tam,
nhan b ~ e cac
t
r l i ~ro ket hop trong ngan han va dai han, cGng nhw trihn khai mot chi&n lwqc
t6ng the de g ~ a mnhe cac rui ro nay cho

t6 chiuc,

TCVN I S 0 9004 : 201 1

-

d v kikn cac nhu c i u v& ngu8n Iuc tulwng lai (ghm ca nang Iuc c i n thiet d8i vwi con ngvbi clja
t6 chiuc),

thi& lap cac qua trinh thich hqp d6 dat dvqc chikn Iuwc c i a to chwc, dam bao rang cac qua
trinh nay co kha nang dap ung nhanh chong vwi hoan canh thay doi,

danh gia d&u dan s u phu hwp vwi cac ke hoach va thlj tuc hien hanh, tikn hanh cac hanh dong
khac phuc, phong nguqathich hqp,

dam bao moi ngvbi trong to chivc co cw hoi hoc hoi vi lwi ich clja ban than cirng n h v d6 duy tri
swc manh clia t6 chivc, va

4.3

thiet lap va duy tri cac qua trinh d6i mwi va cai tien lien tuc.
M8i trwwng cua td chwc

Mbi trwwng clja mot to chuc se chju s y thay d6i lien tuc, kh6ng phan biet quy m6 (Iwn hay nhb),
hoat dong, san p h i m hay loai hinh (Iqi nhuan hay phi Iqi nhuan) clja to chivc do; vi vay ti5 chivc can
theo d6i lien tuc m6i trwbng clja minh. Viec theo ddi nay

tin giup

t6 chivc nhan bikt, danh gia va

quan Iy cac rlji ro lien quan dkn cac b6n quan tam, cac nhu chu va mong dqi thay d6i clja h ~ .
L2nh dqo cao nhAt chn ra quyet d/nh thay d6i va ddi mwi t6 chivc mot cach kip thbi nhhm duy tri va
cai tien viec thvc hien clja to chivc.
CHU T H ~ C H Thdng
:
tin them ve quan Iy rlii ro xem TCVN I S 0 31000

4.4

Cac bt5n quan t i m , nhu cau va mong d q i

Cac ben quan tam la nhbng ca nhan va thuc thh khac lam gia tiing gia trj cho 16 chivc hoac la
nhbng ngvbi quan tam dkn, hay chju anh hwbng b6i, cac hoat dong clja 16 chwc. Viec dap ivng
nhu c i u va mong dqi clja cac ben quan tam gop p h i n dat dvwc s u thanh cbng b&n vOng cho 16
chiuc.
Ngoai ra, nhu cAu va mong dqi c i a cac ben quan tam rieng Ie la khac nhau, co th& xung d6t I&
nhau, hay co th& thay d6i nhanh chong. Cach thuc th6 hien va dap wng nhu chu va mong dqi clia
cac ben quan tam co the 6 nhieu dang khac nhau, bao g8m cong tac, hqp tac, thwwng Ivqng, thau
phu hoac cham dut mot hoat dong.
CHU TH~CH:Mac du, p h i n ltvn cac tb chivc deu sb dung cac ban mb ta giong nhau v& cac ben quan tam cira
minh (vi dv khach hang, chO sb hiuulc6 d6ng, nha cung ivng va do1 tac, con ngubi trong 18 chivc), nhlvng
thanh phan clja cac ben quan tam co th& khac biet dang kd theo thbi gian va g ~ D acac t8 chuc, cac nganh
cdng nghiep, cac quoc gia va nen van hoa.

TCVN I S 0 9004 : 201 1

Bang 1 - Vi dy v& cac b i n quan tim, nhu c i u va mong dqi cua hp

Ben quan t i m

- --

' ch5t lvqng, g ~ a c l "I&

.
t&c

Khach hang
-.

Kha nang s l n h l b ~z n d ~ n h

C h ~sw
i h ~ u l c bBong

Mlnh bach
---

--

M%I trvbng lam v12.ctot

Con nguol trong 16 chuc

1 Dam bao cong an vi2.c lam

--

Nha c"ng ung va 461 tac

xa ~

Q I

'
I

Sv th1j.a nhan va phdn thvbng

Cung co l q va
~ lau dai
--

B i o ve m8i trvbng

I Hanh vi dgo Uwc

5 c h i e n l v q c v a chinh sach
5.1 Khai quat

Bat d v q c thanh cong b&n vCvng, Ianh Uqo cao n h i t c i n thi&t Igp va duy tri mot sw menh, thm

E)&

nhin va cac gia tri cho t6 chli.c. NhGng di&u nay

tin Uwqc mgi ngwwi trong t6 chGc va cac bCn

quan tam khac khi thich hqp, t h i u hi&u, c h i p nhan va ljng h2,.
CHU THIGH Trong t~Cuchuan nAy. "sir menh" IA mot ban m8 ta Iy lo tbn tar c5a 16 chhc, "tAm nhln" mb tA

tinh trang mong mubn cua t6 chuc, nghia la nh0.ng gi 16 chuc mong mubn vA mong mu6n dwqc cdc ben
quan tam nhin nhan nhlv thd nao
5.2 ~ h i e Igp
t chien lwqc va chinh sach

L3nh dgo cao n h i t c i n lap ra chibn lwqc va cac chinh sach r6 rang nham dqt dwqc siv menh, thm
nhin va cac gia trj d v q c cac ben quan tam c h i p nhan va ljng htj.

in theo d6i thlvwng xuyen

mdi

trvwng cua t6 chli.c d& xac B!nh nhu cdu xem xet v& (khi thich hqp) sGa d6i c h i h Iwqc va chinh
sach

D& thikt lap, c h i p nhan va duy tri chi&n lwqc va chinh sach co hieu Iqc, t6 chivc chn co cac

qua trinh nham.

-

theo d6i lien tyc va phan tich thlvwng xuyen m8i trlvwng clja t6 chwc, gbm c5 nhu chu va mong
dqi c i a khach hang, tinh trqng cqnh tranh, cac cong nghe mwi, nhGng thay dbi v& chinh tr/, cac

d v bao v& kinh t& ho?c cac y&u t6 x2 hoi h ~ c ,

nn$n bi&t va xac djnh nhu c i u va mong d q i c i a cac ben quan tam khac.
-

Uanh gia kha nang va nguon lwc clja qua trinh hien tai,
nhgn blkt nhu cau ve ngubn Iwc va c6ng nghe trong twwng lai,

cap nhat chikn lwqc va chinh sach, va

TCVN I S 0 9004 : 2011

-

nhan bikt d i u ra

tin thikt de dap ulng nhu chu va mong dqi clja cac ben quan t i m .

Chn thikt lap cac qua trinh nay mot cach kip thwi, cung vwi rnoi kk hoach va nguon lyc chn thibt
dwqc cung chp de h6 trw cac qua trinh.
Viec thikt lap chikn lwqc clja t6 chulc cOng can xern xet cac hoat dong nhw p h i n tich cac yeu chu
,
pharn clja t6 chuc, cac di6m manh, di6m yku, cw hoi va
clja khach hang hay yeu cau che d ~ n h san
de doa.

in co mot quy trinh xac d ~ n hde thikt lap va xem xet chikn Iwqc cOa t6 chwc.

CHU T H ~ C H "Chi&
:
Ivwc" nghia la mot ke hoach hay phvwrrg phhp d u q c cAu trlic 16 gic d& dat dwqc c8c
muc t i h , dac biet la trong mot khoang th61gian dai

5.3 ~ r i & khai

n
chien lwqc va chinh sach
5.3.1 Khai quat

I6 thyc hien chikn Ivwc va cac chinh sach vi s y thanh cdng b&n vbng, t6 chivc chn thiht

lap va duy

tri cac qua trinh va hoat dong de

-

chuy6n chikn lwqc va chinh sach thanh cac muc tieu co th6 do lwwng dwqc 6 tat c i cac cdp co
lien quan trong to chulc, khi thich hwp,

thikt lap thwi han cho tung muc tieu va an djnh trach nhiern, quydn han de dqt dwqc myc tieu,

danh gia cac rlji ro chikn Iwqc va xac djnh cac bien phap ngan chan th6a dang,

cung chp cac ngubn lwc yeu cau de trien khai cac hogt dong c h thikt, va

didu hanh cac hoat dang cAn thikt d6 d?t dwqc nhkng myc ti& nay.

5.3.2

Cac qua trinh va thwc tien

I6 dam b i o hi& Ivc va hieu qua cho cac qua trinh va thwc ti6n clja minh, tb chivc chn thyc hien
cac hoat dong dk
-

dw doan mgi xurrg dot t i i m an nay sinh tiv cac nhu chu va mong dqi khac nhau cOa cac b6n
quan tam,

danh gia va hieu d v q c thyc trang viec thwc hien cOa 16 chuc va nguyen nhan gbc r6 clja cac
van d& trong qua k h u nham tranh s v tai di&,

cac b6n quan tam dwqc thdng tin va dat d v q c sw cam kkt clja h ~d6
, h~ nh$n bikt dwqc v& tiQn
trinh t h ~ chien kk hoach va co dwwc thdng tin cOng nhw y kikn phan hhi cOa h~ v& hogt dong
cai tien,

xem xet, va cap nhat khi can, he thdng quan Iy va cac qua trinh clja he thbng,

--

the0 d6i, do Iwwng, phan tich, xem xet va bao cao,

cung chp moi nguon lye can thiet, gom ca nguon lyc cho cai tikn, doi mwi va hgc hoi,

TCVN I S 0 9004 : 2011

xay dung, cap nhat va hoan thanh cac myc t ~ e ugBrn ca v l t c xac d ~ n hkhung thwi glan d6 dgt

Uuoc rnuc treu, va

dam bao cac kdt qua nhbt quan

VWI

chikn 1u.c~~

5.3.3 T r i h khai

f36 tr&n k h a ~ch16nlu.qc va chinh sach clja minh. t6 churc chn nhan bi6t mbi quan he giiva cac qua
trinh Ban mo ta trinh ty va s y tu.vng tac gii3a cac qua trinh co th6 hd trq cho hogt dong xem xet
nhb
chi ra rnbl quan hi, giirfa cw chu tb chuc, cac he th6ng va qua trinh,
nhan b16tcac vbn d& tikm An trong s v tvvng tac giiva cac qua trinh,
dumara phvvng thuec thibt lap thw ty ulu tien cho cai tikn va cac sang ki6n thay dbi khac, va
du3ara khuon kh6 cho vii,c thikt lap, sap
I ~ e nquan clja

xkp va tribn khai cac myc tieu cho tht ca cac chp co

tb chiuc.

5.4 Trao dbi thong tin v& chibn I v q c va chinh sach

VI~C
trao d6i thong tin v& ch16nIvqc va chinh sach mot cach hii,u l y c la di&u thibt y6u vwi s v thanh
cong b&n virtng clja

t6 chwc

Vli,c trao d61thong tln nay cAn co y nghia, klp thw~va I ~ e ntyc V I ~ C
trao dbl th8ng tln cirng can bao
gbm cw ch6 phan h61thong tln, chu trinh xem xet va chn k6t hqp chat che cac di&u khoan d& chli
dong g ~ quy6t
a ~ n h h g thay d61 trong m81 trwwng c i a
Qua trinh truybn dgt nay clia

16 chivc

tb chivc can ti6n hanh the0 ca chi&u dgc va chlbu ngang va chn thich

hqp vbi nhirmg nhu c8u khac nhau c i a ngww~t16p nhan Vi dy nhv, cung mot thong tin co th6 dwqc
truykn dat cho nhivng ngwwl trong

td chivc khac

VWI

cho khach hang ho$c nhivng ben quan tam

khac

6 Quan ly nguon l y c
6.1 Khai quat
TO chuc can nhan blbt cac ngu6n lvc ben trong va ben n g o a ~chn th16t de dat dwgfc cac myc tieu

clja minh trong ngan hgn va d a ~hgn Cac chinh sach va phwwng phap de quan Iy ngu6n lyc cAn
nh$t quan

VWI

Elk dam bao

ch16nlwqc clja

SG dung

td chiuc.

nguBn Iyc (nhw thi6t b/, cw s b vat c h i t , nguyen v$t lieu, nang Ivqng, ki6n

t h u t~a ~chinh va con ngwwi) mot cach hieu lvc va hi& qua,

tb chwc can co cac qua trinh de cung

cap. phan bo, the0 d61, danh gia, t6i wu hoa, duy tri va bao vi, nhivng nguon lqc do.

~e dam bao san co cac ngu6n l v c cho hogt dong trong twang la,. to chivc can nhdn blet nhirng r i ~
ro ve srv khan h16m tl&m 5n, va the0 d61 I ~ e ntyc v16c sG dyng nguBn lrvc hlgn tgi d6 phat hien ra

TCVN I S 0 9004 : 201 1

nhbng ccr hoi cai tien viec siu dung nguon Iwc. Cung vwi do chn tikn hanh nghien cwu cac nguon
Iyc mwi, cac qua trinh va c6ng nghe mwi tbi wu.
T6 chivc chn djnh ky xem xet s v ssn co va phu hqp clja cac nguon lwc dwwc nhan biet, gom ca
nguon lwc ben ngoai, va thyc hien hanh dong khi chn. COng chn siu dung ket qua clja nhbng xem
xet nay lam dau vao cho cac xem xet ve chidn Iwwc, myc tieu va k6 hoach clja t6 chivc.

6.2 N g u h lwc tai chinh

Lanh dao cao nhht can xac djnh cac nhu cau v& tai chinh clja to chGc c6ng nhw thidt lap nguBn tai
chinh chn thiet cho cac hoat dong hien tai va twang lai. ~ g u o ntai chinh co thb w nhieu dang khac
nhau nhw tien mat, chivng khoan, cac khoan vay hogc cac c6ng cu tai chinh khac.
T6 chivc cAn thiet lap va duy tri cac qua trinh db theo d6i, kikm soat va lap bao cao viec phan bo
hieu lvc va siu dung hieu qua cac ngudn tai chinh lien quan den myc tieu clja t6 chivc.
Bao cao v& cac vhn de tren cOng co th6 dwa ra phucrng thivc xac djnh cac hoat dong kh6ng hi&
n dung bao cao tai chinh ve cac
Ivc hoac hieu qua va de xuht hanh dong cai tien phu hqp. ~ h siu
hoat dong lien quan den viec thyc hien he thbng quan Iy va s y phu hwp clja san

him trong xem

xet clja I%nhdao.

Viec cai tien hieu lyc va hieu qua clja he thbng quan Iy co thb anh hwwng mot cach tich cyc, the0
nhi&u cach khac nhau den ket qua tai chinh clja tb chivc. Vi dy:
-

trong noi bo, nhw giam bwt sai

16i clja qua trinh va san p h i m , cGng nhw loai b6 ISng phi v&

nguyen vat lieu hoqc thwi gian, va

-

d6i vwi ben ngoai, nhw giam sai I6i clja san ph6m, chi phi boi thwwng khi bao hanh, trach
nhiem phap Iy vwi san p h i m va cac th6ng tin phap Iy khac, cOng nhw chi phi do mht khach
hang va thi trwwng.

CHU THICH: TCVN I S 0 10014 neu cac vi du v& cach thivc t6 chivc cd th4 nhgn b~etvA dgt dwqc nhOng IQI

ich ve t A l chinh va klnh te tu viec ap dung cac nguyen t3c qudn Iy ch%tlwqng the0 TCVN I S 0 9000.

6.3 Ngu& nhan lwc

6.3.1 Quan Iy con ngwwi
Con ngwwi la ngubn lwc quan trgng clja to chwc, s v tham gia day dlj giup nang cao kh5 nang tao
gia trj clja hg cho cac ben quan tam. LBnh dqo cao nhat, th6ng qua kha nang I%nhdao clja minh,
can tao lap va duy tri tam nhin churlg, cac gia trj chung va mot m6i trvwng noi bS, trong do mgi
ngwwi co the tham gia mot cach day dlj d6 dat dwqc nhbng muc tieu clja to chwc.
Vi con ngwwi chinh la nguBn Iuc co gia trj va thiet yeu nhat nen can dam bao rang m6i trwwng lam
viec clja ho sl! thuc day s y phat trien. hoc hoi ca nhan, chuykn giao kien thivc va lam viec theo
n hien viec quan Iy con ngwwi bang mot phwwng phap tiep can d v q c hoqch djnh, r6
nhom. ~ h thyc

TCVN I S 0 9004 : 201 1

rBrlg, dung quy t i c v a co tinh trach nhlem xi3 h o ~~b chGc chn dam bao rhng moi ngw6i dku hi&
su bong gop va val tro quan trong cua ho

~b c h u cdn
~ thkt lap cac qua trinh glao quy&n cho rngi ngwtv~di!
chuy6n cac muc t ~ e uch~enlu,oc va qua trinh c6a

t6

chbc thanh nhbng muc tieu cbng viec ca

nhan va de thlet iap cac ice hoach dat du.9.c muc ti6u cho hg,
nhan bret cac rang buoc v61v ~ e cthuc hlen clia h ~ ,
nhan quykn sb h13u va trach nhlem giar quy&t cac vdn d&.
danh g ~ avlec t h u ~
h ~ e ncua ca nhan the0 cac myc tieu cong viec rieng b1i.t.
tich cumctim k ~ e mcac co. hoi nang cao nang Ivc va kinh nghiem clia h ~ .
khuy&n khich nhom cbng tac va thuc day s v tu'wng h6 giGa mQt ngvbi, va
c h ~ ase thong tin, kien thuc, k ~ n hnghiem trong pham vi

t6 chivc.

6.3.2 Nang l y c cua c o n n g v b i

t3k dam bao co du nang lu'c chn thibt. to chupcchn thikt lap va duy tri mot "k& hogch phat trii!n con
ngu.61"va cac qua trinh I ~ e nquan, nhbng k& hoqch va qua trinh nay chn h6 trq
phat trl&n va nang cao nang lyc con ngu'0.l cua

16 chivc nhan bi&t,

t6 chivc thbng qua cac bu'wc sau

nh?n blkt nsng l y c chuyen mon va nang IIJC ca nhan ma

t6

chbc chn trong ngan han va dai

h?n, phu hqp vwi sli9menh, thm nhin, chien Ivqc, chinh sach va myc tieu clla

16 chwc,

nh?n bi&t nang lyvchien tai san co cua 16 chivc va khoang cach giba nang l y c s3n co nay vwi
nang luc ma t6 ch+c dang chn va nang lvc td chivc co th& chn trong tvwng lai,
thuc hien cac hanh dong dk nang cao valhoac dat d v q c ni3ng Iylc nham thu hep cac kho6ng
cach,
xem xet va danh gia hieu luBccua nhcng hanh dong dwqc thvc hien n h i m dam bao dat d v q c

nhong nang luaccan thiht, va

duy tri nang Ivc di3 dat duqqc
C H ~ JTHICH Hu,ong dan c h ~t~etv e nang 1u.c v a dao tao, xem TCVN IS0 10015

6.3.3

SQ tham gia va d o n g lylc cua mgi ngwwi

~8 chbc chn thuc

day moi ngu'wi hieu y nghia va tam quan trgng clia nhbng nhiem vu va hogt dong

cira hg trong viec tao ra va mang lai g ~ a

tr! cho khach hang va cac ben quan tam.

f3e thuc day s y tham gia va tgo dong lu9ccho rngi ngwwi, t6 chivc chn xern xet cac hoat dong nhw
xay dung qua trinh chia se kien thGc va sG dung nang lylc clia mgi ngvwi, vi du chwwng trinh
thu thgp cac y tu'wng cai tien.

I
I

TCVN I S 0 9004 : 201 1

d v a ra sw thwa nhgn va he thong giai thvwng thich hqp, tren cw sw nhkng danh gia rieng I6
viec hoan thanh cBng viec clja moi ngvwi,
-

thibt lap mot he th6ng t h i m djnh ky nang va hoach djnh nghe nghiep de khuy&n khich phat
trien ca nhan,

xem xet lien tuc m6c do thoa msn, cac nhu cau va mong dqi cira moi ngu'wi, va

dwa ra cac cw hoi de hwwng dan va h u h luyen

CHU T H ~ C HThong
:
tin chi tiet v$ "sw tham gia c ~ l amoi ngw&i", xem nguyen thc quan Iy chat l w ~ n glien quan
trong Phu luc B.

6.4 Nha cung wng va d6i tac

6.4.1 Khai quat
D6i tac co th6 la nha cung ung san pham, d ~ c hvu, cac hoc vien c6ng nghe va tai chinh, cac to
chuc chinh phlj, phi chinh p h i va cac ben quan tam khac. f36i tac co the dong gop bang loai ngubn
lwc bat ky, theo th6a thuan va dwwc xac djnh trong th6a thuan hwp tac.

TB chwc va cac d6i tac cua minh la phu thuoc Ian nhau va m6i quan he cung co Iqi s6 thuc d i y
nang lwc tao gia trj clja ho. T6 chuc can xern quan he d6i tac nhw mot loai quan hi$ vwi nha cung
wng, trong do nha cung wng co th& dau tw va chia se Iqi nhuan hoac thua I6 trong I'inh vvc hoat
dong clia 16 chwc.
Khi xay dwng cac quan he d8i tac, 16 chivc c$n dwa ra xem xet cac vhn d& nhw

viec cung chp thong tin cho d6i tac, khi thich hqp, d6 t6i da hoa sw dong gop clja h ~ ,

h6 trq cac d6i tac trong viec cung cap cho hg nhivng ngubn I v c (nhw thong tin, kibn thwc,
chuyen m6n, cbng nghe, qua trinh va chia se dao tao),

chia se Iqi lugn va thua

16vCvi d6i tac, va

cai tien viec thulc hien clia d6i tac.

CHU THICH: Thdng tin chi tiet ve "quan he cung co I Q ~ "xem
,
nguyen tac quan iy chat l l v ~ n glien quan trong
Phu luc B.

6.4.2

L y a chgn, danh gia va n i n g cao kha nang cua nha cung wng va d6i tac

Ti3 chwc chn thiet lap va duy tri cac qua trinh nhan biet, lwa chon va danh gia nha cung wng va cac
d6i tac clja rninh, nham lien tuc nang cao nhang kha nang clja hg va dam bao rang s5n p h i m hay
cac nguon lwc khac do h~ cung ung dap ung nhu cau va mong dqi clja td chwc.
Khi lva chon, danh gia nha cung urng va doi tac, to chwc can xem xet cac van de nhw
-

sw dong gop clja ho vao hoat dong cua to chu,c va k h i nang tao g ~ a
tri cho td chivc va cac ben
quan tam clja to chwc,

TCVN IS0 9004 : 201 1

tlkm nang nang cao lien tyc cac kha nang clja hg,
nang cao cac kha nang co the dgt duqc clia

t6 chPc thdng qua viec hqp tac vwi nha cung Png

va B ~lac,
I va
cac rui ro trong quan he vwi nha cung ivng va ddi tac
Cung

VWI

nha cung Ong va dbi tac clia minh. t6 chivc can tim ki&m viec c i i ti&n lien tyc chdt lwqng.

gla ca va glao nhan san phim clia nha cung ivng va ddi tac, hi& lvc he th6ng quan Iy clia hg tren
co. sw Banh g ~ ad!nh ky va thong tin phan hdi vd viec thyc hien clia hg.
TO chGc cAn I ~ e ntyc xem xbt va dhy mgnh quan he vwi nha cung ivng va d6i tac ma van tinh dQn

su. can b j n g giGa chc myc tieu ngdn hgn va dai hgn.

T6 chuc cAn hogch dinh, cung cdp va quan Iy mot cach hieu lvc va hieu qua cw sw hq thng c6a
minh Tb chutc chn d ~ n hky danh gia s v phu hqp clia cw sw ha thng d& clap vng cac muc tieu. Chn
Bua ra nhbng xem xet thich hqp vd
tinh tin cay cua cw sir hg tbng (gdm xem xet v& tinh ssn co, do tin cay, kha nang duy tri va ha
trq bao tri).
an toan, an ninh,
cac y9u tb cua cw s b hg tang lien quan U&n san phAm va qua trinh,
hieu sudt, chi phi, kha nang va m6i trwwng lam viec, va
tac dong clja cw sw hg tbng twi m6i trwwng lam viec.
T6 chOc cAn nhan bi&t vB danh gia cac rlji ro lien quan U&n cw sw hg tAng va thvc hien cac hanh
dong lam giam nhe cac rlii ro, gdm ca viec lap ra cac k6 hogch phong ngiva b i t trac thda Bang.
CHU TH~CHThBng tin them v& tdc dong cira mBi trvbng, xem TCVN I S 0 14001 va cdc ti& chuin khdc do
Ban Ky thuat TCVNITC 207 biCn soan.
6.6 M8i trwwng lam vigc

~b

chivc chn cung cap va quan Iy mot mBi trwwng lam viec phu hqp U& Ugt dwqc va duy tri s v

thanh cong b&n vbng cOng nhw kha nang cgnh tranh clia cac san ph$m clja minh. Mot m8i trwwng
Iam ~ i e cphu hqp Ia s v kdt hqp cac y4u t8 con nguwi va vat chit, cAn bao g8m c6c xern xkt \I$
-

phuung phap lam viec sang tqo va cac cw hoi tham gia nhibu hwn d6 hien thvc hoa tibm nang
con ngwwi trong t6 c h ~ c ,

cac quy tac va hwwng dsn vb an toan va viec siv dung trarlg thikt bi bao ho,
khoa hgc egonomy,

cac

vj tri clja nwi lam vigc,

Y&U t6

tam ly h ~ cgBm
,
ca ap l v c c6ng viec vB s v cang thing,

TCVN IS0 9004 : 201 1

cw sw vat c h i t cho moi ngwwi trong to chulc,
-

t6i da hoa hieu qua va toi thieu hoa I5ng phi

hwi nong, do am, anh sang, luong kh6ng khi, va

ve sinh, sw sach s6, tikng on, chan dong va 6 n h i h

M8i trwwng lam viec can thuc day nang s u i t , kha nang sang tao va sw khoe khoan cho nhivng
ngwwi lam viec hay nhOng ngwwi twi tham cw sw c i a t6 chwc (vi dy khach hang, nha cung wng va
d6i tac). Bong thwi, t6 chuc ciing can dam bao rang m6i trwwng lam viec clja rninh phu hqp vwi cac
yeu cAu luat djnh va chk djnh thich hwp c i n g nhw dap wng cac tieu c h u h thich hqp (nhw nhivng
tieu chuan v& quan Iy m6i trwwng, swc kh6e va an toan n g h i nghiep).
6.7 Kien thwc, th6ng tin va c6ng nghe
6.7.1 Khai quat

~6

chwc can thikt I$p va duy tri cac qua trinh d6 quan Iy kikn thwc, thbng tin va cbng nghe nhw

nhbng n g u h Iwc thikt yku. Cac qua trinh nay can d6 cap twi cach thwc nh$n bikt, dat duqc, duy tri,
bao ve, sw dung va danh gia nhu c i u vwi nguon Iwc nay.

~6 chwc

can chia se nhivng ki&n thuc,

th6ng tin va c6ng nghe nay vwi cac ben quan tam, khi thich hqp.
6.7.2 Kien thwc
Lanh dqo cao nhAt can danh gia cach thwc nh$n bikt va bao v+ ndn t i n g kikn thwc hien tgi clja t6
chwc. L5nh dao cao nhht ciing can xern xet cach thwc dgt dwqc kikn thwc yeu c&u d& dap wng nhu
c i u hien tai va twwng lai clja t6 chwc tw cac ngubn noi bcj va ben ngoai, nhw nhivng vien nghien
cwu khoa hgc va ngh& nghiep. Co rat nhieu van d& p h i i xern xet khi xac djnh cach thwc nhan bikt.
duy tri va b i o ve kikn thwc nhw
-

hgc hoi tw cac that bai, cac trwwng hqp thoat nan va cac thanh c6ng,

nam bat ki&n thwc va kinh nghiem cda rngi nguwi trong t6 chwc,

thu thap kikn thwc tw khach hang, nha cung wng va dbi tac,

nam bat kikn thwc kh6ng dwwc ghi nhan bang van b i n (con an kin va da re) tdn tqi trong t6
chiuc,

dam bao viec trao d6i co hieu lwc noi dung thbng tin quan trgng (dac biet la tai m6i di6m chung
trong chu6i cung wng va san xuat), va
quan Iy div lieu va hb so.

6.7.3 Th6ng tin

To chwc can thiet lap va duy tri cac qua trinh thu thap diu lieu tin cay, hivu ich va chuyen doi nhivng
diu lieu nay thanh cac thbng tin can thiet cho viec ra quyet djnh.

TCVN I S 0 9004 : 2011

hi& cac xu hwbng x2 hoi, k ~ n ht6, sinh thai h ~ va
c cac khia canh van hoa d/a phvwng lien
quan d6n hoat dong cua
-

t6 chivc,

xac djnh nhu chu v6i cac ngu6n Ivc tv nhien cOng nhw viec bao ve nguBn lwc nay trong dai
han, va

danh gia nang Iwc hien tai c i a t6 chivc va qua trinh (xem Phu luc A).

CHU THICH: Thong t ~ nthem ve "hvwng vao khach hang" xem nguyen tAc quan Iy chat lu,wng c6 lien quan
trong Phu luc B.

8.3 Do lwwng
8.3.1 Khai quat

LBnh dao cao n h i t can danh gia ti6n trinh dat dwqc k6t qua dwwc hoqch djnh the0 siv menh, thm
nhin, chi6n Ivqc va muc tieu,

w tat

ca cac cap, m ~qua

i trinh va chivc nang lien quan clja t6 chivc.

CAn sli. dung qua trinh do Ivwng va ph2n tich d& the0 d6i ti6n trinh nay, thu thap va cung cap th6ng
tin can thi6t d& danh gia viec thwc hien va ra quy6t djnh co hieu Iyc. Viec Iya c h ~ cac
n chi s6 thyc
hien chinh va phvwng phap the0 d6i thich hqp la thi6t y6u v6i s u thanh c6ng eta qua trinh do
Ivbng va phan tich.
Phwwng phap dung d6 thu thap th6ng tin v& cac chi s6 thwc hien chinh chn kha thi va thich hqp vwi
t6 chivc. Cac vi du dien hinh gBm
-

cac danh gia va kiem soat r t i ro,

phorlg van, phi6u hoi va khao sat v& s y thoa m2n c t a khach hang va cac ben quan tam khac,

d6i sanh chuan.

xem xet viec thwc hien, cua ca nha cung ivng va d6i tac, va

the0 d6i va lap h6 sw v& cac bi6n dong c t a qua trinh va nhbng d?c trvng clja san p h h .

8.3.2 Cac c h i s6 thwc hien chinh

Cac yeu t6 troug pham vi kiem soat c i a t6 chuc va thi6t y6u d6i vwi sw thanh c6ng b i n vO1ngclia t6
chuc cAn dvwc do lulwng viec thyc hien va dwqc nhan bi6t nhv cac chi s6 thyc hien chinh (KPI).
Cac KPI can djnh lwqng dwwc va giup t6 chivc lap ra cac muc tieu do lwwng dwqc, nhan biet, the0
d6i va dw bao cac xu hvwng cOng nhv ti6n hanh cac hanh d ~ n gkhac phyc, phong ngiua, cai ti&n
khi can. LBnh dao cao nhat can Iya c h ~ cac
n KPI lam cw sw cho viec ra cac quy6t djnh chien I v q c
va chi& thuat. Cac KPI can dwqc lhn lvqt dwa vao mot cach thich hqp thanh cac chi s6 thwc hien

cac b~ phan chGc nang va cac cap lien quan trong t6 chivc nham thuc day viec dirt dwqc myc

tieu cap cao nhat

Cac KPI can phu hap vwi ban chat va quy m6 cGng nhv cac san pham, qua trinh va hoat dong cca

t6 chivc. Cac KPI can nhat quan vwi muc tieu c t a ti3 chwc, cac muc tieu nay lai can nhat quan vwi

TCVN I S 0 9004 : 201 1

ch~enlu-oc va chinh sach cua to chu,c (xem 5 2) ~ h xem
n xet thong t ~ ncu th6 ve cac rul ro va co
h o ~k h ~
lva chon cac KPI
Khl 1u.a chon. 16 chUrc can dam bao rang cac KPI dua ra n h h g thong tin co the do lv6ng duac,
chinh xac va t ~ ncay, co thb dung db thuc h ~ e ncac hanh dong khac phuc khi viec thuc hien khdng
phu h a p v61muc t ~ e uhay dk c a ~ti&n h i t u lu8cva h ~ e uqua cac qua trinh Thong tin nay can tinh den
nhu chu va mong do1 cua khach hang va cac ben quan tam khac.
tam quan trong cua cac san phhm r ~ e n gle dB1 vwi

tb chwc ca w hien tai va tuwng lal,

hreu lyc va hleu qua cua cac qua trinh.

vltc s b dung hieu l v c va hltu qua cac ngubn lvc,
kha nang s ~ n hIWI va viec thytc hien tai chinh, va
cac yeu cau lu$t dinh va ch& d/nh, k h thich
~
hqp.

8.3.3 Danh gia nbi b@

Danh g ~ an61 b6 la met cong cu h i t u lux d& xac dinh mwc dcj phu hwp cua he thbng quan Iy cua

tb

chu'c vwi cac tieu chi d?t ra, c6ng nhup dva ra cac thong tin co gia trj cho viec thau hibu, phan tich
va c a ~ti&n lien tyc viec thvc hien cua

tb

chwc. Cac danh gia can dwqc tien hanh bwi nhkng ngwwi

khong tham gla vao hogt dong dwqc danh gia, nham dwa ra cai nhin doc lap ve c6ng viec dang
dwqc thyc hien.
Danh gia nOi bcj chn danh gia viec ap dung va hi& Ivc cua he thbng quan ly. Cac cuoc danh gia co
th6 bao gbm danh gia theo nhieu tieu

chub

v& he thbng quan Iy, nhw TCVN I S 0 9001 (quan Iy

chdt Iwqng) va TCVN I S 0 14001 (quan Iy m6i trwwng), cDng nhw d& c?p d&n cac yeu c i u cu thb
lien quan dbn khach hang, san phhm, qua trinh ho?c n h h g vhn de cy t h i .
D6 dgt dwvc hieu Ivc, danh gia ncji bS, c i n dwqc tibn hanh mot cach nhht quan, bwi nhkng ngwwi
co nang Ivc va theo mot kb hogch danh gia
Danh gia noi bcj la mot cong cu hi& l v c giup nhan b ~ b tcac van de, rui ro va sly khong phu hwp,
cGng nhw giup theo ddi tibn trinh k&t thuc nhbng s v khong phu h q p dwqc nh$n biet trwwc do ( c i n
dwqc giai quy&t thong qua viec phan tich nguyen nhan goc r6, xay dwng va ap dung cac k& hoach
hanh dong khac phuc, phong ngCra). Viec ki6m tra xac nhan hi& l v c cua cac hanh dong dwqc tidn
hanh co thk dwqc xac djnh th8ng qua mot danh gia

vh kha nang d2 dwqc

cai tien cua to chivc trong

viec dgt dwqc cac muc tieu. Danh gia ncji bZ, cirng co th& nham nh?n bibt viec t h ~ hanh
c
tot (co the
dwqc xem xet siu dung trong nhGng khu vvc khac c i a 18 chivc), cOng nhw cac cw hoi cai ti&n.
D i u ra cua danh gia noi b$ cung cap nguon thong tin h5u ich de
-

hwwr(g vao cac van d& va sw khong phu hqp,

dbi sanh chuan,
khuybn khich t h ~ hanh
c
tot trong phgm vi

16 chwc, va

TCVN I S 0 9004 : 201 1

tang cvwng s v thong hieu ve s v tuJwngtac giGa cac qua trinh.
Kkt qua danh gia noi bo thwwng dulqc th& hien dwwi dang bao cao gbm cac th6ng tin v& sw phu
hqp vwi tieu chi dat ra, SIJ khong phu hop va cw hoi cai tien. Bao cao danh gia cOng la mot dau vao
quan trong cho xern xet cira I i n h dao. L i n h dao cao nh6t can thikt lap mot qua trinh xern xet 161 ca
c i c bao cao danh gia noi bo d& nhan biet cac xu huvwngdoi h6i cac hanh dong khac phuc hay
phong ngwa rong r i trong
~
16 chuc.

~6 chivc cGng cAn dung ket qua clja cac danh gia khac nhw danh gia clja ben thw hai va ben thw ba
lam thong tin phan hhi cho cac hanh dong khac phuc, phong ngwa.
CHU THICH Hubng dan chi tie1 v& danh g ~ axern TCVN I S 0 1901 1.

8.3.4 Tw danh gia

Tw danh gia la viec xern xet mot cach toan dien va hZ, th6ng cac hoat dong cOng nhw viec thwc hien
lien quan d i n muc do nhuan nhuygn cira 16 chwc (xem Phy lyc A).
Chn sw dung viec tw danh gia d& xac djnh cac di&m manh, di&m Y&U lien quan den viec thwc hien
cOng nhw viec thuvchanh 161 nh6t cua to chuc, 6 ca muc dcj t6ng th& va mivc do cac qua trinh rieng
Ie. Tusdanh gia co the giup to chulc thiet lap th6 tw wu tien, hoach d/nh va thwc hien cac hoat dong
cai ti&n valhoac d6i mwi khi can.
K&t qua t u danh gia h6 trw cho
--

cai tikn lien tuc viec thwc hien trong toan bcj t6 chwc,

tien trinh hvwng twi dat dwqc va duy tri s~ thanh c6ng b i n vbng cho t6 chivc,

d6i mwi cac qua trinh, san phAm va cw c i u cira 16 chivc khi thich hwp,
thba nhan cac thuBchanh 161 nh6t, va
nhan biet them cac cw hoi c i i tikn

c a n trao d6i thong tin ve ket qua tw danh gia v61 nhbng ngvwi lien quan trong to chwc.

in

siv

dung ket qua nay de chia se hi& bib1 v& 16 chuc va djnh hutwng twwng lai clja 16 chiuc. Ket qua nay
can trw thanh dau vao cho xern xet clja I i n h dao.
CHU THICH 1 TCVN I S 0 10014 neu cong cu tw danh gia dinh hwbng cu th6 vao cac IQI ich tai chinh va kinh
te cca h$ thong quan Iy chat Iwvng clia t6 chiuc.

CHU THICH 2 Thong tin them v& hoat dong t y danh gia xern Phu luc A

8.3.5

~ 6 sanh
i chuan

Dot sanh chuan la met phwwng phap do lvwng va phan tich ma to chivc co the dung de tim kikm
viec thuc hanh tot nhat ben trong va ben ngoai to chwc, vwi muc dich cai tien viec t h ~ chien cira
minh. Co the ap dung d6i sanh chudn cho cac chikn Ivqc, chinh sach, viec v?n hanh, cac qua
trinh, san pham va cw cau t6 chiuc.

TCVN I S 0 9004 : 2011

a) Co mot s6 loa~461 sanh chuan nhu.
d61sanh no1 b6 cac hoat dong trong phqm vi t6 chuc,
d6i sanh canh tranh vlec thy.c h ~ e nhay cac qua trinh vwi d6i thlj canh tranh, va
d61 sdnh chung; so sanh cac chien luqpc,v~ecvan hanh hogc cac qua trinh vwi nhiung t6
chuc khong lien quan.
b)

061sanh chuhn thanh cong phv thuoc vao cac y6u t6 nhw
s v 3ng hb cua lanh dqo cao nhdt (vi d16unay lien quan d6n viec trao dbi ki6n thwc Ian nhau
g~b-a
t6 ch1i.c va dbi tac

a61 sanh).

phwung phap luan dung d& ap dung dbi sanh chub

vwc tinh IQI ich so v6i c h ~phi, va
h16ucac dac trwng c i a dbi t v ~ n g
dang nghien cuu, dd cho phep so sanh chinh xac vwi hien
trang clja

t6 chu9c

~6 chwc cbn thibt Igp va duy tri phuvwngphap d6i sanh chuan trong do xac dinh cac quy tac vui

c)

twng hang mvc nhw

xac d/nh pham vi c i a dbi tvqng dbi sanh chuin,
quy trinh Iva c h ~ n
(cac) dbi tac lam chuhn dbi sanh, ccng nhw m ~chinh
i
sach c%nthibt v&
trao d6i thong tin va bao m?t.
xac d ~ n hcac chi sb cho nhcng dac trvng so sanh va phwwng phap thu thgp diu lieu siv dyng,
thu th?p va phan tich diu lieu,
-

nhgn bibt cac khoang cach trong viec thyc hien va chi ra cac khu vyc co tikm nang cai tibn,

thi6t lap va the0 ddi cac k6 hoach cai ti&n tvwng wng, va
t?p h ~ kp~ n hnghiem thu th?p dvqc vao c u sw ki6n thwc va qua trinh h ~ hdi
c cira

t6 chwc

(xem 6 7)
8.4 P h i n tich
Lanh dao cao nhat chn phan tich cac thong tin thu thap dwqc tw viec the0 d6i moi trwwng clia t6
chwc. nh?n bidt cac rlii ro, cw hOi va thi6t lap cac k& hogch d&quan Iy nhiung rlji ro va cw hcji do. ~6
chwc chn the0 ddi va duy tri thong tin lien quan, phan tich cac tac dong tikm an twi chinh sach va
chi& Iwqc clja minh.
Phan tich thong tin thu thgp dwqc can hd trcy cho viec ra quyet dinh thu8cte vwi cac van de v& chi&
lwoc va chinh sach nhw
-

nhfing thay d6i tiem an ve nhu chu va mong dqi cira cac bdn quan tam trong dai han,

TCVN I S 0 9004 : 2011

cac san pham va hoat dong hien h07udo hien dang mang lai n h i i u gia tr/ nh$t cho cac bgn
quan tam cua to chu7c,
nhivng san pham va qua trinh mwi can dap ulng cac nhu cau va mong dqi dang thay dbi clia
cac ben quan tam,
-

yeu cau lien quan do1 vbi san pham cua to chulc trong dai han.
anh hw6ng clja cac cong nghe mwi xuat hien twi tb chiuc,
cac nang lulc mwi can co, va
nhbng thay d6i co the ky vong trong cac yeu cau luat djnh va ch6 djnh, hay thj trvwng lao dong
va cac ngu6n Iwc khac co the tac dong twi to chivc.

8.5 Xern xet th6ng tin t v the0 d6i, do Ivwng, phdn tich

L i n h dao cao nhat can sir1dung phvwng phap ti&p can he th6ng de xern xet cac th6ng tin s i n co
va de dam bao rang th6ng tin nay dwwc dung d& ra quy&t djnh (xem 4.2).
D b lieu co the dulwc thu thap tul nhieu nguon nhv
theo d6i moi trwwng cua to chuvc,
do Ivwng viec thwc hien cua to ch6c, gom ca cac chi so thwc hien chinh,
danh gia tinh toan ven va hi& Iwc cua cac qua trinh do Iwwng,
ket qua clja cac hoat dong danh gia noi b6, tul danh gia va d6i sanh chuan,
danh gia rlji ro, va
-

th6ng t ~ nphan hbi cua khach hang va cac ben quan t5m khac.

Can s b dung viec xern xet de danh gia ket qua dat dwqc theo cac rnuc tieu thich hqp.
Can tien hanh viec xern xet theo d/nh ky va dwwc hoach dinh trwwc d6 co th& xac d/nh dwqc cac xu
hvwng ccng nhul danh gia duloc tien trinh dat duwc cac muc tieu cua tb chwc. Gang can s b dung
viec xern xet de nhan biet cac cw hoi cai tien, doi mbi va hgc hoi. Viec xern xet can d$ c?p d6n hoqt
dong danh gia. xern xet danh gia cac hoat dong cai tien dwqc thwc hien trwwc do, g6rn cac khia
canh ve kha nang thich ung, linh hoat va kha nang dap ivng lien quan d&n tam nhin va myc tigu
clja to chwc.
Xem xet d6. lieu mot cach hieu Iyc co the h6 trw dat dwqc cac k6t qua d5 hoach djnh.
Dau ra cua xern xet co the dung trong d6i sanh chuan noi bo gika cac hoat dong va qua trinh va chi
ra cac xu hu36ngtheo thwi gian: cOng co the dung trong d6i sanh chuan vwi ben ngoai theo cac kbt
qua dat dvwc cua nhO1ngto chcitc khac trong cung hoac khac linh vwc.
Dau ra cua xern xet co the chi ra sw thoa dang cua cac nguon Iwc dwqc cung wng, ccng nhw cach
thivc sw dung nguon Iwc co hieu lwc de dat dwwc muc tieu cua tb chwc.

TCVN I S 0 9004 : 2011

~ a rau cira xem xet can Uuwc trinh bay theo mot dinh dang giup thuan Iqi hoa viec thvc hi2.n cac
hoat Bong c a ~trbn qua trinh

9 Cai tien, d6i rnwi va hgc hoi

9.1 Khai quat

Tuy the0 m61 truwng ctia t6 ch"c ma hoat dong cai tien (san ph$m, qua trinh hien t a ~clja
chk.

t6

va d61rnwi (phat tribn s i n phdm, qua trinh mwi. . ) co thb c%nthiht cho s y thanh c6ng b&n

virng
V~echoc h o ~mang Igl c o sw cho hoat dong cai tibn va dbi rnwi co hi& lwc va hi2.u qua.

Gal t ~ e nd d ~rnwi va hgc hoi co th& ap dung vwi

san phhm.
qua trinh va nhbng dibm chung clia cac qua trinh,
c o cau t6 chivc.
he thbng quan Iy,
cac khia cgnh v& con ngvwi va van hoa,
cw sw ha tang, moi trwwng lam viec, c8ng nghe va
quan he vwi cac ben quan tam lien quan.
C o sir cho hogt dong cai tibn,

~ 6 mi w ~va

hgc hoi co hi& lwc va hi& qua la kha nang va s y cho

phep mgl ngu'wi trong t6 chuc thwc hien cac danh gia co hibu bi&t tren c o sw phan tich div lieu va
hqp nhat cac bai hgc.
9.2 Cai tien
Hoat dong cai tien co th& bao gbm tiv nhivng bwwc cai tibn nhd lien tuc tgi mot vi tri c8ng viec cho
twl hogt dong cai ti&n lwn trong toan b6 tb chuc.
T6 chux can xac djnh cac muc tteu dhi vwi hoat dong cai tien san phhm! qua trinh, cw c i u

t5 chivc

va he thong quan ly clia minh thong qua ph5n tich d& lieu.
Qua trinh c a ~ti& can tuan the0 mot phwwng phap tibp can dwqc kbt cau, nhw phwong phap "Lap
ke hoach - Thvc hien

~ibm
tra - Cai tibn" (PDCA). c a n ap dung phwong phap nay nhat quan vwi

phuvng phap tibp can theo qua trinh cho tat ca cac qua trinh.
T6 chuc can dam bao rang cat ti6n li5n tuc dwqc thiet IBp thanh mot phan trong van hoa cba 16
chuc nhw
cung cap cac cw hbi cho mgi nguwi trong
viec trao quy&n cho hg,
cung c6p cac ngubn lwc can thi&t,

tb chivc tham gia vao hogt dong cai tibn thong qua

TCVN IS0 9004 : 201 1

thiet lap sw thwa nhan va he thong giai thuvwngcho cai tien, va
-

cai tien lien tuc hieu qua va hleu lvc cGa chinh qua trinh cai tien.

CHU THIGH Thong t ~ nthem ve "cai t~enlien tuc". xem nguyen thc quan Iy chat lu-gng lien quan trong Phu

luc B
9.3

~ b rnwi
i

9.3.1 Khai quat

NhO~ngthay doi trong m6i trwwng cua to chuc co the doi hoi phai d6i rnwi nham dap iung cac nhu
cau va mong dwi cua cac ben quan tam. To chulc can
-

nhan biet nhu cau d6i mwi,

thiet lap va duy tri qua trinh d6i rnwi co hieu lulc va hieu qua, va

cung c%pcac ngubn IWC lien quan.

9.3.2 ~p dung

Chn ap dung hoat dong d6i rnwi cho cac van de w m ~cap,
i thong qua nhbng thay doi ve
cong nghe hoac san pham (nghia la doi rnwi kh6ng chi dap wng nhu c i u va mong d ~ dang
i
thay doi cua khach hang hoac cac ben quan tam khac, ma con dw bao trwwc nhbng thay d6i
tiem an trong m8i trvwng va vong dwi cua san pham clja t6 chiuc),
-

cac qua trinh (nghia la d6i rnwi trong phvwng phap tao san pham, ho?c d6i mwi d6 nang cao
tinh 6n dinh clja qua trinh va giam sul bien dong),
t6 chkc (nghia la d8i rnwi trong the che va cw cau t6 chwc), va

he thong quan Iy cua t6 chuc (nghia la dam bao duy tri I Q th&
~ canh tranh va van dung cac cw
hiji rnwi khi co nhbng thay d6i dang hinh thanh trong m6i trwwng clja t6 chiuc).

9.3.3 Thwi di6m

Thoi di&m dva ra d6i mbi lu6n can bang giCoatinh cap thiet cua nhu cau v6i cac ngubn l ~ sci n co
tao ra de trien khai. TO chuc can sw dung qua trinh lien ket vwi chien lwqc cira minh de hoach dinh
va thiet lap thu t~ ulu tien cac hoat dong doi m6i. TO chwc can h6 trq cho cac sang kien d6i m6i
bang nhbng nguon lwc can thiet.
9.3.4

Qua trinh

Viec thiet lap, duy tri va quan Iy cac qua trinh doi rnwi trong pham vi to chwc co th6 ch/u anh hwwng

tic a
tinh cap thiet cGa nhu cau doi m6i
muc tieu doi rnwi va tac dong cua no twi san pham, qua trinh va cw cau to chwc,
-

cam ket cua t6 chwc v6 do; mdi,

TCVN I S 0 9004 : 201 1

s v san sang cua moi ngu-WIvwi thach t h u va
~ thay d6i hien trang va
tinh s j n co hay su. hinh thanh cong nghe m6r

~6

chuc can danh gia cac rui ro lien quan dkn hogt dong cai tien dvoc hoach d ~ n hgbm ca viec

drra ra xem xet tac dong t ~ e mAn cua nhDengthay dbi tbi 16 c h i c , cOng nhv can chuan bi hanh dong
phong ngua nhdm giam nhe cac riri ro d o bao gbm cac kk hoach ung pho vbi bdt ngw khi can.
9.4 Hgc hoi
Tb chuc chn khuydn khich cai tlen va d6i mwi thong qua viec hoc hoi.
f)& dgt dvqc thanh cong b&n viung. tb chuc chn chhp nhan "hoc hoi n h v la mot

giup tich hqp nang Ivc cua ca nhan va nang lyc c6a
a) "hgc hoi nhv la mot

tb chwc" va

"hoc hdi

tb chuc".

16 chuc" gbm xem xet v&

thu thgp thong tin tb cac s v kien va cac ngubn khac nhau ben trong va ben ngoai, k6 ca tw
cac cau chuyen vd thanh cong va that bai, va
dgt tbi sy' thbu hi6u thong qua cac phan tich sau thong tin thu thap duvqc.
"hgc hdi giup tich hqp nang 1y.c c i a ca nhan va niing l v c cica

b)

t6

c h k " dat d v q c nhb k&t hqp

cAc m6 hinh kidn thwc, suy nghT va hanh vi cira con ngwwi vwi nhbng gia t r ~ccja

16 chwc. ~

i k u

nay bao gbm xem xet v&

-

gia tr/ cua 16 chwc, dy'a vao sw menh, t i m nhin va chikn lwqc cira

16 chGc,

h6 trq cac sang kikn vk hoc hdi va chung 16 kha nang I3nh dao qua hanh vi cica I3nh dgo
cao nhdt,
-

khuydn khich thikt lap mgng l v b i , kdt n61, twwng tac va chia s e kikn t h ~ cca ben trong va
ben ngoai 16 chwc,
duy tri he thbng hgc hoi va chia se kikn t-huvc,
thwa nhan, hd trq va trao giai thvwng cho viec nang cao nang Iutc c i a mgi ngvwi th6ng
qua cac qua trinh hgc hoi va chia se kien thiuc, va
nhin nhan kha nang sang tgo, Ljng hS, tinh da dgng trong y twwng clja nhieu ngulbi khac
nhau trong

tb chiuc.

Viec tlkp can va s 6 dung nhanh chong nhDng kikn thirc nay co th6 nang cao kha n i n g ccja to chivc
trong viec quan Jy va duy tri thanh c6ng b&n v2ng cira minh.

TCVN I S 0 9004 : 2011

Phu luc A
(tham khao)

C6ng cu tp danh gia

A.1 Khai quat

T v danh gi6 18 viec xem xet mot cach toan dien va he thbng cac hoat dong va k&t qua clia

t6 chwc.

d6i chi&u vwi mot tieu chuAn dvwc chon.

T y danh gia co the mang lai mot cai nhin tong the ve viec thyc hien clia

t6 chivc va

mwc do nhuan

nhuy6n clia he thong quan Iy. TLYdanh gia c6ng giup nhan biet nhOng nwi can c6i ti&n valhoac d6i
mwi va xac djnh thiv ty ulu tien cho cac hanh dong tiep theo.

~6

chivc chn

siu dung hoat dong tw danh gia de nhan bi&t cac cw hoi cai ti&n va d6i mCri, I$p ra thw

ty wu tien va thi&t lap cac k& hoach hanh dong cung vbi muc tieu thanh c6ng b&n vbng. Ihu

ra clia

t6 chwc va s y phat trien

e qua
t tw danh gia clia mot t6 chivc co the

t v danh gia sG chi ra cac di&m manh, di&m yku, mivc do nhuan nhuygn clia
clja to chGc the0 thbi gian n&u dvgc lap lai nhieu lan. ~

la mot dau vao gia tri cho hoat dong xem xet clia Ianh dao. T y danh gia c6ng co ti&m nang trw
thanh mot c6ng cu hoc hoi, mang lai thm nhin nang cao cho

t6 chwc va thuc day sw tham gia clia

cac ben quan tam.

C6ng cu tv danh gia neu trong phu luc nay dya vao hwwng d i n chi ti&t trong tieu

chub

nay va

g8m cac bang tw danh gia tach biet d6i vwi cac yeu to va chi ti&t chinh. Co the dung cac bang t w
danh gia nhv dvwc neu, hoac bikn d6i cho phu hop vwi to chwc.
CHU THICH: Nguwc vwi tu. danh gia, hoat dong danh gia khac dulpc dung d6 xdc djnh mivc d~ th6a man cac
yeu chu clia he thong quan Iy c h i t Ivqng. Cac phat hien danh gia dwqc dung d6 danh gia hieu 1y.c clja he
thong quan Iy c h i t lwqng va nhan bi6t cw h6i cai tien.

A.2 M6 hinh nhuan nhuy&n

Mot to chwc thuan thuc thu'c hien mot cach hieu Iuvcva hieu qua va dat d v ~ thanh
c
c6ng ben vbng
nhb
-

hi&u va thba man nhu cau va mong dwi clja cac ben quan tam,

theo d6i nhOng thay doi trong m6i trwwng clia to chwc,
nhan biet cac khu vurc co kha nang cai tien va doi mwi,
xac djnh va trien khai cac chien lulwc va chinh sach,

thiet lap va trien khai cac muc tieu lien quan

quan Iy cac qua trinh va nguon 1y.c clia minh.

TCVN I S 0 9004 : 2011

chumg 16 ni&m t,n vao coo ngu.01 clia to c h u lanh

~
dao to chutc nham nang cao dong c o thuc
d i y su. cam k6t va su. tham gla, va
th~etlap quan he cung co lo1 v o ~nha cung limg va d61tac khac
Cbng c l l~u danh g12nay s" dung nam n ~ U cdo nhuan nhuyen va co the duoc m b

rang gom ca cac

mu,c do b6 sung hoac cac mUc 66 khac tiiy bien thea nhu c a u Hinh A 1 dua ra vi du chung v&
c i c h thuc hen quan clja treu chi thuSch ~ e nVWI mO.c do nhuhn nhuy6n duqwidang bang. ~6 ch6c cbn
xem xet v ~ e cthuc hlen cira minh the0 cac tieu chi quy d~nh,nhan bi6t mGc d6 nhuan nhuy6n hien
la, va xac d ~ n hcdc d ~ e mmanh, d16myeu cira minh Tieu chi neu ra v6i mu9cdS cao hon co the giup
to chuc h16udu.qc cac van de chn xem xet va g t i p xac d/nh cac hoat dong cai ti6n can thibt d6 dqt
t w ~mu.c do nhuan nguyen cao hwn Bang A 1 ddn A.7 neu v i du v& cac bang hoan chinh tren cw

sw

treu chuhn nay

Y&U

Mwc dQ nhuhn nhuyen hvdmg t&i thanh cdng ben vvng

tb

chinh

MGc 1

Muc 2

Mvc 3

Mwc 4

Tieu chi 1
Yeu to 1

Mu.c c o ban

Tieu chi 2
yeu to 2

Muccoban
Tieuchi3

yeu to 3

Hinh A.1

1i
j

..~...

Mu,, cw ban

..

.. .

I
.

$1

Tieu chi 1

..

Tieu chi 2

- --. - ~

-..:

Tieu chi 3

T h ~ chanh tbt nhat

- M6 hinh chung cho cac yeu td va

Muc 5

Thuc hanh t6t nhat

- -

. -

T ~ U hanh
C
tot nhat

tieu chi t v danh gia lien quan d i n mwc d@

nhuan nhuy6n

A.3 T y danh gia cac y e u to chinh

Vtec tu' danh g ~ anay can do Ianh dao cao nhat thu3chlen d!nh ky de co du70ccai nhin t6ng quan v&
hanh vr va v ~ e cthyc hien hien tgi clja to chlj.c (xem Bang A . 1 ) .

A.4

T v danh gia cac y e u to chi tiet

Viec t y danh gia nay cho ngu#wil5nh dao dieu hanh va ngwwi

sw

hGu qua trinh t h ~ chien de co

d u q c tBng quan sau h o n vd hanh vi va viec thvc hien hien tai cua to chli3c.
Cac yeu to cua hoat dong

tv

danh gia nay co trong cac Bang t b A 2 den A . 7 va lien quan den cac

d ~ e ucua t ~ e uchuan nay; tuy nhien. to chuc co the xac d!nh cac tieu chi b6 sung hoac tieu chi khac
de d i p u8ngnhu cau cu the clia rieng m i n h Khi thich h o p viec t u danh gia co the chi giwi han trong
cac bang rieng blet bat k y .

i
1

1
I

TCVN I S 0 9004 : 2011

A.5

Sw d u n g c a c c 6 n g c u tv d a n h g i a

TO chuc t16nhanh tu. danh g ~ a

theo phuong phap tGng bupwcnham:
a) xac dinh pham vi tul danh gia theo cac be phan dwwc danh gia c i a to chbc va loai hinh danh
gia. nhu~:
t y danh gia cac yeu to chinh.
tw danh gia cac yeu to chi tiet theo ti6u chuan hay, hoac
tundanh gia cac yeu to chi tiet theo tieu chuan nay cung vwi cac ti6u chi hay mwc do mwi
hoac b6 sung.
b) nhan biet ngurb-i ch/u trach nhiem vwi hoat dong tw danh gia neu hoat dong nay dwqc tiQn
hanh.
c)

xac djnh cach thuc tien hanh tw danh gia, co the theo nhom (nhom danh gia cheo theo chwc
nang hoac nhom thich hqp khac) hoac theo cac ca nh5n. Viec chi djnh mtjt ngwwi trq giup co
the h6 trw cho qua trinh.

u can dwqc
d) nhan biet muc do nhuan nhuyen cho tivng qua trinh ri6ng Ie clja to chwc. ~ i e nay
t h ~ hien
c
nhw viec so sanh tinh trang hien tai cira t6 chwc vwi cac vi du neu trong cac bang va
nhw viec danh dhu cac yeu to ma to chwc sgn sang ap dung; bat d i u tiu rnwc 1 va tien twi rnwc
do nhuhn nhuy6n cao ho'n. Mwc do nhuhn nhuygn hien tqi la mwc dqt dwqc cao nhht va khdng
co khoang cach v& thiv bac nao vwi diem do.
e)

hwp nhht cac ket qua vao mot bao cao. Viec nay cung c i p h6 sw ve tien trinh theo thwi gian va

co the dun gian hoa viec trao d6i thong tin c5 niji btj va ben ngoai. Siv dung d6 thi trong bao
cao nay co the h6 trq viec trao doi th6ng tin v& cac kdt qu5 (xem vi dy trong Hinh A.2).
f)

danh gia viec thwc hien hien tai cac qua trinh cica to chwc va nhan biet cac khu vvc cai ti&
valhoac d6i mwi. Nhirlng cw htji nay cAn dwqc nhgn biet th6ng qua qua trinh va mot ke hoqch
hanh dong dwwc xay dung nhw ket qua danh gia.

Mot to chuc co the co nhbng yeu to khac nhau

w cac

rnwc dtj n h u h nhuygn khac nhau. Viec xem

xet cac khoang cach co the giup I i n h dao cao nhht trong viec hoach djnh va thiet lap thw tw wu ti6n
cho cac hoat d6ng cai tien valhoac doi moi can thiet d& dwa cac yeu tb rieng Ie I6n rnwc cao hwn.

TCVN I S 0 9004 : 201 1

4 QU&I

I Y 16

c h u c d& thanh
r 6 n g ben vir ng

5 C h k n lwvc
chinh sach

6.Qyan Iy
nguon Ivc

7. Quan Iy
qua t r i n h

Chu thich
-C

Dqt dcvqc

-C

Myc dich

Hinh A.2 - Minh hga v i dy v& k i t qua t v danh gia

K B qua
~ ty danh gia v a

A.6

Viec hoan thanh mot cuoc

l$p k6 hoach cai t i i n , dbi mwi

tv danh gia cAn dcva den k6 hoach hanh d ~ n gB6i vbi viec'c5i ti&n

valhoac dbi mwi va can dung lam dhu vao cho I5nh dao cao n h i t hoqch djnh va xem xet, dyla
vao cac ydu 16 clja tieu chu6n nay
'rhang tin co d v q c t u hoat dong tv danh gia cirng co the dung de
khuyhn khich viec so sanh va c h ~ ase hoc hoi trong toan to chuc (viec so sanh co th& la
grGa cac qua trinh cua

t6 chivc va k h ~co the g ~ G acac don vi khac nhau clja t6 chivc),

~ 6sanh
i c h u i n vwi nhG1ngto chuc khac,

the0 ddi

sv phat trien cua to chuc the0 thwi gian, bang viec ti&n hanh t y Banh gia djnh ky,

va
-

nhan bikt va t h ~ e tlap t h u t u v u tien cho cac khu

VIJC

cai tien

Trong toan be bcvwc nay, to chuc can chi dinh trach nhiem cho hanh d ~ n gd u q c
ki&n va cung

lyla

chgn, dyl

tip nhbng nguon lu3ccan thiet va nhan biet cac I ~ ich

I mong mu6n cfing nhw mgi

rlji ro kern the0 nhan biet du'qc.

Bang A . l

- Tw danh gia cac yeu to chinh - T v v n g quan giwa yeu tb chinh va

1
-

chinh

I pham,
c6 ddng vd
mot so khach hang,

(Quan Iy)

P h v a n g phiip ti6p
cen theo s y l i n h
dao la gi?

...----p.

Phvong phap tac

vao nhong chi d6n

tir tren xuong. ,.

(chien I w q c &
chinh sach)
~

( ~ g u o nIwc)

0
0

Quyet dlnh tren c o

s 6 nhGng dau vao
kh6ng chinh thbc tir
thl trubng v i nhbng
nguon khac.

I
---

Quan ly nguon v c
the0 cach dac biet.

f3ieu can thiet de

dat dwqc ket qua?
I

luat d/nh/che djnh,

cung s y ivng pho
nhat djnh d v g c cau
truc dbi vwi cac van
de va cw hQi

-1

--

1 Phuwng phdp t i c

I dong tr6 lgi v5 dwa

vao quyet djnh clia

cac cap l2nh d a o

1'

,
1
1

. .hM
;

Mwc 3

Phvwng ph5p chlj

quyet djnh d v g c Ijy

quyen.

I
1

- . . ...

.-.

b u 6 n lyc duqc
quan Iy mot cach
hieu Iyc.

'

P h v o n g phap chli
dong va d/nh hwbng
hoc hoi, vCvi viec
trao quyen cho moi
ngwwi 6 tat ca cac

cap.

i
.
.
.
-

1 Quykt dlnh tren c o / Quyet djnh tren c o

1

s b viec trien khai

I chien I v g c thanh
/ c5c nhu cau va qua
I trinh tribn khai.
I

+.
.
.
.
p
.
.
.
-

Nguon y c d u o c
quan Iy hieu Iwc.

Chu trong vao sw

c3n bang nhu cau
cljacacbenquan
tam mwi hinh thanh.
~ h i e lap
t viec thyc
hien 6 mivc tot nhat
lam muc tieu hang
dau.
+.-

Phvwng p h i p chli
dong vbi s y tham
gia dBng dlj clja moi
ngvwi trong to chivc
vao viec ra quyet
dinh.

Ouyet djnh t r t n crr

1 Quy&t dinh tren c o
sw nhu cau va mong i s 6 chien l u g c va
dqi cria khhch hang.
d v o c lien ket vbi
nhu chu vd mong
dwi cGa cac ben
quan tam.

Mwc 5

! dong vh tham quyen

I Chli trgng vao s u

Chd trong vao con
n g v b i v5 mot sd ben can bang giGa nhu
cau cua cac ben
quan tam bo sung.
quan tam dvwc nhgn
Cac qua trinh dvwc
bikt.
xac djnh va ap dung
Cai tien lien tuc la
de ivng pho vwi cac
mot trong diem
van de va c o hQi.
d v q c nhan manh
clia to chivc.

I
I
I

Chd trong vao khdch

I
~.
. .---

C l c h thCc quY6t
djnh dieu gi la
quan trong?

Mwc 2

i hang va cac yeu cau

cung s y ivng pho

dac biet vbi cac thay
doi, van de va cw
hoi. ,

1 dong tr(r lgi vd d v a

I

(Quan Iy)
.

1 Chu trpng vao ssn

Trong tam clia

quan Iy la gi?

~wcdonhuannhu~en

~p

Mwc 1

I
I

--

mwc do nhuan nhuyen

Ngu6n l v c d v o c
quan Iy mot cach
hieu I y c va tinh den
s y khan hiem cua
cac ngubn l y c rieng
le.

1 s(r nhu cau ve tinh

! linh hoat, nhanh

nhay vB viec thuc
j hien on d ~ n h .

.. -.

i Viec quan l i va sG

dung nguon Iwc

dvwc hoach djnh,
trien khai mot cach
hieu l y c va thoa
m2n cac ben quan
tam.

B a n g A . l (trbp theo)

Y ~ tUo c h i n h

..

....

.--.

Mvc 2

Mvc 1

U,

~
nhuy6n
. wcdonhuan
Mirc 3

o
0
P

-.-.
.~

MGc 4

Mirc 5

..
2

h)

C a c h t h v c t b ch"c
cac h o a t d o n g ?
(Qua t r i n h )

Phuong phdp 116~

can phi he thong doi
V O ~vlec 10 chGc cac
hoat dong, chi t h v c
1 hien mot SO thu tuC
,
hay hwbng dsn c6ng
I
viec cw ban

Cach thGc d a t
d v w c ket qua?
(Theo doi 8
d o Ivirng)

I,
~-~

,
;

Ket qua dat d u o c

mot cach ngau
nhien.
Hanh dong khac
phuc la dac biet.

-.-~-

Oat d u q c mot so ket

qua du. bao trubc.
Hanh dong khac
phuc. phbng ngGa
d u p c tidn hanh mot
cach he th6ng.

1)
I

. ~...

c $ c h thGc t h e 0 ddi
ket qua?
(Theo ddi 8
do Ivbng)

1
/

B a t d u o c ket qua du.

bao t r u 6 c . nhat la
v 6 i cac ben quan
tdm dwpc nhdn b i d t
Sir dung nhdt qudn
viec the0 d8i, do
i
Ivwng vB c8i t i e n

Theo dbi s v th6a

j mSn cca khach
i hang, cac qua trinh
i trihn khai chinh va
: viec t h v c hien clja
/ nha cung t3ng.

Theo dbi s y thoa

mSn cua moi ngvwi
trong to ch6c cDng
n h v cdc ben quan
I tam.

~~~

Oat d u o c ket qua

cao ho.n mGc trung
binh cua nganh va
duy tri dwac k&t qu5
trong dai han.
AP dung hoat dong
c i i tien vA d5i m b i
trong toan bo to
chGc

Gan ket cac chi so

Tich h o p cac chi so

thwc hien chinh vao
vlec the0 ~ Q thbi
I
.
glan t h v c te cda t5t
ca c a c q u a trinh va
trao doi thong tin
mot cach hieu qua
vlec t h v c hien t 6 i
cdc ben quan tam
lien quan.

--

C o d u ~ cac
c ket
qua nhat quan, tich
CIJC va dly bao trwivc
v 6 i xu hwwng 6n
I
dlnh.
Thwc hien v l t c c5i
. .
. .. ' . .
tlen va do, m b met
~
(
cach he thong.

.~
- ---

---

'

~~

--

C6 cdc chi s6 v& tdi

chinh. thuwng mai
v"2ng
suat.

Cb he thong qudn 19
chat l u o n g h ~ e uqua
va hieu l u c , c6 su.
tuong tac h o p ly

- .

c o he thbng qu$n ly
chat l u o n g h6 tro
cho hoat dong do1
m o l va do1 sanh
C
trinh,
g \ @ aC ~ qua
, chu&-,
d& cap 161
hb t r q slp nhanh
i nhu cbu va mong
i1 d q cua
i nhay va hoat dong
~ cac ben
cat tien. Cac qua
/ quan tam dang hinh
trinh de cap den nhu : thanh va d%d w ~ c
cau c ~ j acac ben
i nhan biet
quan tam dwpc nhan
b~et.

Hoat d6ng d u o c
chlj.c the0 cach tiep
can theo qua trinh
he thong quan ly
chat l u o n g c6 hieu
qua va hieu 1u.c va
giup tao ra sw linh
hoat

I!
i

II
-

Hoat dong ~ U O C16

ch6c the0 chljc
nang va thuc hien
he thong quan Iy
chat IuWng c o ban.

.-

' thyc hien chinh vwi

chien luwc cua to

chuc va s l j dungcac chi so nay de
the0 ddi.

:
,

/
1
(

Bang A.1 (ket thuc)

~ v c d o n h u a nnhuyen
~ e to
u chinh

Cach thkc quyet

djnh thw t v wu t i i n
cho hoat dQng cai
tien?
'

Mwc 1

-~

Viec hoc hoi dien

ra nhw the nao?
(Cai tien, d6i m 6 i
va hoc hoi)

I Lap thw tw v u tien

tren cw sw d o lieu
ve sw th6a man clia
khach hang, hay cac
hanh dong khac
phuc, phong ngwa.

i Viec hoc hoi dien ra

mot cach ngau nhien

tai mot cap rieng le,

Viec hoc h6i mot

cach he thdng tw
nhong thanh cong
va that bai clia to
chwc.

Lap t h l i t u v u tien
trCn ccr str nhu chu
i
va mong d ~clia
mot sd ben quan
tam, cOng nhw clia
nha cung ivng va
moi ngwiri trong to
chiuc.
.

.-

.....

Mwc 5
!

: L$p t h o tw v u tien

Lap thw tw v u tien

tren ccr sCv cac sai
I&, khieu nai hay
cac tieu chi tai
chinh.

(Cai tikn, doi mwi

va hoc hoi)
. .

7-M;

.
-7-1
Ii
Mwc 2
Mwc 3

~p dung mot quy

trinh hoc hoi he
thong va chia se
trong to chwc.

I
!

Lap thw tw u u tien

tren ccr str cac xu
hwlvng va dau vao
tw cac ben quan t3m
khac, cirng n h v
i
phan tich nhkng
thay doi ve kinh te,
x3 hoi, m6i trwwng.

_
Co van hoa hoc hoi
va chia s4 trong t6
chwc phuc vu hoat
dong c5i tien lien
tuc.

tren ccr s(r dhu vao

tG cac ben quan tam
mwi hinh thanh.

_.

- _

Cac qua trinh hoc

j h6i clia 16 chivc
dvwc chia se vwi
cac ben quan tam
lien quan va t h ~ j c
day tinh sang tao va
doi mwi.

CHU THiCH: Mwc do nhuan nhuyen hien tai clia c8c ydu tb rieng 16 clia t6 chwc Id rnwc cao nhht dat ULPUC
rnd kh6ng c6 khoang cdch ndo trvec 66
trong c8c ti& chi.

B a n g A.2 - Tw d a n h gia cac y e u to c h i t i e t c l i a ~ i e 4u - Quan ly t o c h i r c de t h a n h c o n g ben v b n g

\

z
~ i e t ~

...

Mwc 2

Mwc 3

(Quan Iy to chwc
de t h a n h c o n g b e n
vwng) Khai quat

H e thong quan Iy
chat l u o n g d u o c
i d!nh hwbng the0
chbc nang. dwa vao
cac thli tuc

Co he thong quan Iy
chat l u p n g theo qua
trinh

Co he thong quan ly
chat 1u:ong rong
khap to chuc, du-a
vao tam nguyen tac
quan Iy chat l u q n g

4.2
: Viec thwc h ~ e n
thwc : Co sw xem xet djnh
i
~ h a n h c 6 n ~ b k n te cua to chivc dwqc j kjf viec thwc hien
vbng
so sdnh vdi ngdn
!i theo kk hoach hoat
sach trong xem xet
I dong.
dku dan hang nam.

Mirc 5

He thong quan ly
cua to ch1j.c d u ~ ~ c
mCu rong de tich h o p
cac linh vwc khac. vi

(0

Cac ket qua the hien

hoat dong cai tien
viec thuc hien nhat
I quan trong mot vai
nam tru.bc.

Hoat dong cal tien

viec thwc hien on
dinh trong qua khiv,
vCvi bang chivng ve
viec hoach dinh cho
t u o n g la1 gan (VI du
ha1 nam tol)

4.3
M6i t r v a n g cua tb
chvc

TO c h u c phan O.ng
v b i nhfing thay doi
tac dong t 6 i minh.

Co k e hoach lam
giam nhe moi s y tai
1 disn cua cac v%nde
I trong qua k h ~ i .

~~.

..

.-

..

4.4
Cac b e n q u a n tCm,
n h u cau va m o n g
dpi

I Muc tieu quan trong

clja to chuc la tao ra

l o i nhuan hang n a r n

~-~

'

TO chGc d v q c d/nh
h u b n g b 6 i nhu cau
( va mong dgi cua
1 khach hang.

'

..

- .

;
I

..

...

.- -

.--i_

__

____-_-

"

day dli c h ~ n hsach

cua to chuc

0,
A

Hoat dong cai tien

viec thuc hien on
dlnh trong qua k h l i .
v b i b$ng chivng ve
viec hoach dinh cho
tuwng la! xa (vi du
nam nam twl)

~ a ke
p hoach va
danh gia rlji ro la
cac qua trinh lien
I tuc trong to chwc
' nham giam nhe mol

. rui ro.

. . ~
-

Nhu cau va mong

, Nhu cau va mong
dqi cua tat ca cac
d p i cua cac ben
quan tam la dau vao
ben quan tam dwgc
I thoa man trong mot
quan trong cho cac
quyet djnh clja Ianh . vai nam t r v b c day
( v i du 3 nam).
dao cao nhat

_~__i

..

..

He thong quan ly dat

t w l v ~ e ct r ~ e nk h a ~

Nhu cau va mong

d o i clja cac ben
quan tam khac d v q c
thoa man khi co the.

j
~

. Co k e hoach b n g
pho vwi bat n g 6 de
giam nhe moi r c i ro
1 dwqc nhan biet ttri
to c h k c .

D~nh
ky tien hanh
danh gia rlji ro de
xern xet cac tac
dong tiem an t b i to
cht?c.
-~

0
0

du quan Iy m o ~
truong. quan ly s i ~ c
khoe va an toan.

~.

0
Mirc 4

4.1

V,

~~

M ~ 1C

.~

~wcdonhuannhu~en
- . . .

. .

--

-~

CHU THIGH: M"c do nhuan nhuyen hien tat c i a cac yku 16 rikng Ie cira to chbc la mbc cao nhat dat dvcrc ma khong co khoang cach nao trvbc do
trong cac tieu chi.

--~-

Bang A.3 - Tw danh gia cac yeu t o c h i tiet trong d i k u 5

~ i e u

1
!

5.1
( c h i e n lwqc va
chinh sach)
Khai quat
5.2

Lap chien I v q c va
chinh sach

j~

Mirc 1

u trinh
d hoach
1 dinh dugc to chwc
mot cach dac b i e t
Chien Iwqc, chinh
sach va muc tieu chi
I
dwpc xdc dlnh tivng
phan.
vao cho viec
lap chinh sach va
chien lwqc la dac
biet va chi thiet lap
cho san pham va
cac khia canh lien
quan den tai chinh.

MWC

CO qua trinh d w ~ c

1 cau truc cho viec lap

chien lwwc va chinh
/ sach.
1 Qua trinh lap chien

chinh sach

~ i vc d o n h u a nnhuyen

- c h i e n Iwwc va

lwac vd chinh sdch

c5 viec phan
tich nhu tau va
mong dqi clia khach
hang, cling vwi phan
tich cac yeu cau luat
djnh va che djnh.

i
!

MWC

1 Qua
trinh lap chien
luwc va chinh sach

gom cd viec phan

tich nhu cau va
mong dqi clia cdc
bCn quan tam v6i
pham vi rong h w n
Ke hoach dwqc xay
dwng sau khi danh
gia nhu cau va mong
dqi clia cac ben
quan tam lien quan.
Qua trinh hoqch
djnh bao gom xem
xet sw thay doi clia
cac xu hwwng ben
ngoai va nhu cau
clia cacbenquan
tam; dieu nay tao ra
s y sap xep lai khi
can.
Cac k&t qua co lwi
co the dwqc lien k&t
vwi phwcrng phap
tiep can chien lwwc
trwtvc do.

iI
1

MWC

. --

1
I

.. . -- -.

Mwc 5

chien Iwqc. chinh

Cb the chwng 16
i
i rang chien lwoc giup
sach va muc tieu
duwc thiet lap the0
1 dat dwwc n h h g
mot cach thivc dwqc
muc tieu cca to
c8u truc. chien lwqc chwc vd t6i v u hoa
vA chinh sdch bao
nhu cau clia cac ben
quan tam.
trum cac khia canh
lien quan den cac
L6i keo s v tham gia
vadong gop cliacac
ben quan tam lien
ben quan tam vao
quan.
thanh c8ng cca to
Ket qua cac qua
chwc; co sw tin
trinh lap chien Iwqc
va chinh sach c i a to twbng rang s6 duy
tri dwqc mivc do
chivc nhat quan viri
nhu cau cca cac ben dong gop clia ho.
Co niem tin vao s v
quan tam.
Thbi ccr, thach thivc
thanh cong ben
va tinh ssn co clja
vCung.
Co ccr che the0 d6i
ngubn Iwc dwqc
va lap bao cao co
danh gia va xem xet
hieu Iwc, gom ca
trwivc khi xac nhan
phan hbi th6ng tin tiu
ke hoach.
cac ben quan tam
Co sy xem xet djnh
cho qua trinh hoach
ky va the0 cau truc
djnh.
cac qua trinh hoach
dtnh.

-.

B a n g A.3 - ( k e l l h ~ j c )

MWC2

Mwc 1

5.3
TriCn khai chien
lwwc v a c h i n h s a c h

S& dung va t r ~ e n

n
hoat dong
c h i e n Iwgc va chinh ; ~ i e hanh

i khai muc tieu ngan sach dwgc chuy&n i do lwbng tten trinh
1 han trong c6ng viec / thdnh muc tieu 6
1, dat dwgc cac muc
1 hang ngay.
I cac cap khac nhau
tieu chien lwqc cua
1

I: sao
cho can bang
giba nhu cau va

Xac dinh ke hoach

chien ~ W W Cch0 viec
i tao san pham.
1

clja to chipc.

Mirc 5

cg

mong dwi clia cac

ben quan tam.
,
Mw r@ngchien Iwqc
va chinh sach: nhu
cau crja khach hang
dwgc trien khai
I
thanh cac qua trinh 1
va muc ti& x i c dinh I
r6 rang. c h i e n I v q c '
va muc tieu la ccr s 6
cho hoat dong xem
xet va danh g ~ a
viec
t h ~ hien.
c

Ii

~*

..

--

Viec trao do1 thong

( tin d v q c tien hanh
the0 cdch tich cut.

I
iI
I
I
I

-- -

..

. .

Quy d ~ n hva ap dung

,
mot qua trinh trao
dot thong tin noi bo ;
va ben ngoai.
:

1I
1

CH" T H ~ C H :Muc 66 nhuAn nhuygn hlPn tai cda cdc

quan vwi chlen I u q c . tb hoat dong theo

t i e thong quan ly
dbi va phan tich m81
: d u q c xem xet va
: trwtrng clja to chwc.
cap nhat theo nheng : Phan tich v ~ e cthwc
: thay doi trong chien
hien trong qua khw
i luqc.
co the chi ra r i n g to
j chwc d3 thanh cong
Viec do l u b n g tien
/ trinh dat dwqc muc ) vwqt qua dwcrc
1 tieu chirng td rAng
I nheng th& thach
cO nhGng xu hwbng I m b i xudt hien hoac
' khong d u bao t r v b c
I tich cuc

Co mot he thong
trao doi thong tin
hieu l u c v& nhbng
thay doi trong chien
I v q c v3 k6 hoqch
i
1 tho nhbng ngu&i cO
, lien quan trong to
I chirc

trien k h a ~chten
Iwuc, chinh sach va
hoach d ~ n hb$ng
viec siu dung d e lieu

. .--.

d u o c cho tbng qua

Thwtrng xuyen xem

xet
cap nhat vlec

cua to chirc, cac

muc tieu nay nh&t

nhGng thay doi tich

cwc va tieu c y c so
v b i ke hoach.

Xac dtnh cac rnuc

tleu co the do lubng

, trinh vA tbng cap

-_....._---L

to chivc. Phan tich

va hanh dong the0

' Xay d y n g ke hoach

I

1
I

._ . .

MGc 4

'/

5.4
Trao d&i t h o n g tin
V) chi(n i w q c va
chinh sach

MGc 3

Trao do1 thong tin ve

"hung thay doi trong

chinh sach cho cac

ben quan tam CO
lien quan va twi moi
cap trong 16 c h i r c

_ _

-- -

Dtnh ky xern xet

hieu l y c cua cac qua

trinh trao
thong
t~n.
Co bang chling rang
qua trinh tra0 601
1 thong t ~ n
dap l i n g
n h u c a u c ~ j a c a cben
j quan tam.

i
I

--

t6 riCng 16 cda tb chirc la muc cao nhht dat dwgc ma khong co kholng cdch

~ B tOr

~ a cdo

0
O

..
2
-.

B a n g A.4

~ i e u

y e u t o c h i tiet t r o n g dieu 6 - Quan Iy n g u o n l v c

Mwc do nhuan nhuyen

--

... .

---

--

---

--

Mvc 1

6.1
(Quan Iy nguon
ILYC)
K h a i quat

- Tw d a n h gia cac

1 Ngudn luc d u o c xac

' djnh va an djnh the0

cach dac biet

Mvc 2

11

~p dung qua trinh

hoach djnh nguon
Iuc, gom nhan biet,
cung c8p vB the0 dbi
ngubn l y c .

:
i

1
1

1I
i

-- -

--

.
-

Mvc 3

1 ~ i e hdnh
n
xem xCt

.-.- --

.
.

Mvc 4

I DBnh gid nhGng rui

djnh ky tinh san co

v5 s~ phO hop clja
c i c ngu6n l y c .
Viec hoach djnh
nguon Iwc gom c5
cdc muc tieu ngen
han va dai han.

6.2
~ ~ u l voc n
tai
chinh

.- - -.
...---..

- . --

- . .-- -- -

.
-

Nguon l u c d u ~ xac
c
; Ap dung qua trinh
djnh v5 an djnh the0 / d y bao, the0 dbi v5
cach dac biet.
' ki6m soat ngubn l y c
SG dung hoach djnh tai chinh.
tai chinh ngan han.
~ a trllc
u viec quan
Iy tai chinh mot cach
he thbng.

i
1

1
1

I
I

- -.

-.

Mvc 5

/ Tim kiem nhGng c o

I
--,
-- --- .

I
-

Co s y xem xet djnh

kg hieu Iwc sci. dung
nguon l u c t i i c h i n h
Nhan biet dvwc cac
rlii ro tai chinh.

---

j hoi cai tien viec

ro dbi vwi s y khan
hoach d ~ n hnguon
hiem tiem i n clja
lulc th8ng qua d8i
ngubn IWC.
sanh chuan.
Chivng t6 dwwc hieu
q u i va hieu I y c clja
phvwng phap tiep
can q u i n Iy nguon
Iwc clja to chwc.

~ . . .-

- - ~-

[ Giam nhe cac rui ro

tai chinh.
D y bdo v i hoach
djnh nhu cau tai
chinh trong twwng
lai.

i
/

--

--

-- --

Viec phan bo tai

chinh cac nguon l y c
gop phan dat d v o c
muc tieu c i a to
chwc.
Dang thyc hien qua
trinh lien tuc djnh
gia lai viec phan b6.

.,o '2

'2 a '0.<a,
c
-0) L
"
Y O )

2 ..a,
c 6

"2 c
L

-L
- 0
2

ar

-ZL -E o>i -2a

",
m - .z
-0

.CQ

3 0

5 .#(q
3
>

c p v o

1.2'0r
3 B
0 5 ~ 2

B a n g A.4

~ i e u

i
1

~wcdonhuannhuyen

k.

i
I

Mwc 1
Co co. s b ha tang cw
ban.

6.5
CCPs& ha t a n g

- (tiep theo)

7
I

I1

11

Mwc 2

Mwc 3

Hoach d ~ n hva quan

ly c o s i ha tang clla
to chivc.
Xem xet cac yeu cau
luat djnh va che
djnh.

i D ~ n hky xem xet c o

r b ha tang vd cac
qua trinh lien quan
va chu y twi twwng
lai.

--

Mwc 4

. . -

1
!

I Nhan biet cac rui ro

vwi cw st5 ha tang va
.
co C ~ hanh
C
dong
phong ngiva.

I
~

6.6

M 6 i trwZPng lam
viec

!
_
L
I

/1

Cung c8p cac di6u

kien c a b i n cho mbi
trwwng lam viec.

'

CO qua trinh d i m
b i o m6i trwbng lam
viec phu hwp vwi
mpi yeu cau thich
hwp c i a luat djnh va
che djnh.

I1

_ i._

~ i e hanh
n
xem xet
dlnh ky hi& lwc v i
hieu q u i clja m6i
trwbng lam vi&c.

~_

D O lieu chi i a rang

' mbi trvbng lam viec

1 thuc day ndng subt,

Mwc 5

k h i nang sang tao

v I trang thdi khde
manh c i a con
ngwei.

Cw sw cho viec thvc

hien va chi phi cw
sw ha tang clja to
chivc d6 dang so
sanh vwi cac to chivc
twwng t y .
Viec lap ke hoach
ivng pho vtri bat ngw
d u q c dung de g i i m
nhe cac thach thivc
tiem an va tim kiem
cac cw hoi.

,.-:

--.~

.-

~~

Ap dung cac qua

trinh d6 x i y d y n g
m6i trwbng lam viec
thuc day kha nang
canh tranh va so
sanh tot vwi cac to
chwc tvcrng t y .

-~-

Bang A.4

0ieu

..

--

.~

.-

~~

.~

-.

<
z
-

M i F c d o n h u a n nhuyen

tn
0

-.

(O

MIWC 2

MGc 1

6.7
~ i e thwc,
n
thong
tin va cong nghg

-4

- (ket t t ~ t j c )

MVC 3

MGc 4

Co cac phuong
AIP dung [qua trinh
C h ~ ase thong t ~ n .
phap tiep can va he i nlhan biet. dat d v a c
kien thGc va c6ng
thong kien thGc.
1 biao ve, siG dung va
nghe trong pham vi
thong tins tong nghie 1 dianh g i i thdng tin,
to chlvc. d,nh k r tien
i
! c o ban.
kiien thlvc: va c6ng
; h i n h cbc xem xCt
i
n!ghe.
1 Cac c6ng nghe trong
dung
he
thong
1 ybu d v o c ki8m s o i t
I
1 trao ddi fthong tin c o th6ng qua beng
i blan de clhia se
!
; sang che va nguon
thong tin,
thG cap khi can

! atp

1
i

- .

6.8
~gu6n
l y c t y nhiiin

~.

Quan ly viec sci.

dung ngubn lvc t u
nhien theo cach
thGc rat giwi han.

- - ~- --- ~

"

1
I
/

1
I

C b qua t~rinhxac
alnh vd ki6m soat
vr~ecsw dung cac
nigubn luvc tw nhien
c a n thiett vwi to
chGc.

!I

:
'

Trien khai cac qua

, Co cac qua trinh tot
To chGc co the
trinh do lwbng cach
v u hoa viec siv dung chlvng to rAng
thtic sC dung hi@
ngubn Iwc t v nhiCn
I phvong p h i p tiep
i
I c3n sw dung ngubn
lwc cac nguon 1u.c t u / va xem xet viec sw
nhien.
/ dung cac ngubn thay 'i Iwc t u nhien cua
DBnh gib d v q c cdc
the.
j minh dap wng nhu
rGi ro lien quan den i T O chlvc co cac qua I cau hien tai ma
/ trinh tinh den nhu ! khbng gay ton hai
khan hiem nguon
; dennhu cau cGacac
Iwc tw nhien va tien
cau bao ve moi
hdnh c i c hanh dong
trubng trong toan be i the he x a hdi tvong
d6 b60 ve ngubn
( vbng dbi s5n ham I lai.
I Co quan he va doi
cua minh.
; cung cap I ~ e n
tuc
sanh chuan vwi
trong tvong lai.
nhGng to chlvc ben
I n g o a ~va cac ben
quan tam khac trong
qua trinh s l i dung
nguon Iuc t u nhien.

(
'

11

i
I

~ e qua
t dat duoc
do1 v61V I ~ Cquan Iy
thong tin, kien thipc
cong nghe so
sanh tot viri cac td
chwc khac

11

__

Chia se thong tln.

k ~ e nthGc va cong
nghe v6i do, tac va
cat hen quan tam
khac.

MWC5

_.

~~

CH" T H ~ C H M. W C 66 n h u i n nhuyGn h ~ e n
t31cclja csrc
trong cac t ~ e uchi

y5u t6

--

~.

-~

.-

r ~ e n g~eclja to chu-c la m u c cao nhat dat d u u c ma kh6ng co khodng cach nao t r u b c do

.P.
2
h)

Bang A.5 - Tw danh gia cac yeu to chi tiet trong dieu 7 - Quan Iy qua trinh
~ W c d ~ n h u anhuyen
n

~ i & u

1 . .
I
!

Mwc 1

MWC2

Mwc 3

1
I

7.1
(Qudn l y qua trinh)
Khai quat

( Cac qua trinh du.gc

, Cac qua trinh chinh, i Tich hgp viec hoach

hoach dlnh va quan i

Iy mijt cach dac blet
,
i va khong chinh
thit.c.
i
i

7.2
Hoach djnh va
i
kibm soat qua trinh

/
1

. ..

-.-

7.3
Trach nhiem va
quy)n hen d6i v&i
qua trinh

-.

--

n h v nhbng qua trinh

lien quan den sw
th6a m%nclja khach
hang va tao san
pham, d u g c xac
d ~ n hva quan Iy.
Xac d/nh va quan Iy
s v tvwng tac giBa
;
cac qua trinh.
D o lvwng mot cach
he thdng va hanh
dong the0 hieu lwc
clia cac qua trinh.

j Xac djnh trach

nhiem doi vbi qua
trinh tren mot co. sCr
dac biet.

nhiem va quyen han

doi vwi viec quan Iy
qua trinh (vi du vwi
"ngvwi sw h b u qua
trinh".

i
,

Co chinh sach nham

tranh va giai
cac tranh
an trong
qua trinh.

--

--

I
I

So sanh viec thyc

I h ~ e nqua trinh vbi

nhbng to chivc dan

dau va s l j dung ket
: qua nay cho viec
trinh.
at ca cac ben quan hoach dinh qua
tam lien quan dvwc ' trinh.
~ e qua
t dau ra clja
xem xet khi hoach
cac qua trinh chinh
djnh qua trinh.
cao hwn trung binh
Nhan bi&t va giai
nganh c0a to chivc.
quyet cac xung dot
twang tac giba cac
qua trinh mot cach
I
hieu Iwc.
i
I

i
i

r-

Lien tuc nang cao

. -.+

-.~-

--.

C h ~ ase vlec hoc hoi

nhi7ng ngu6i
sw h b u qua trinh va
cac ben quan tam.

.
..--

--

.-

C H l j THICH: Mwc do nhuin nhuyen hien tai clja cac ~ 6 tb

u rieng Ie clja tb chwc la mwc cao nhAt dat dwgc ma khong c6 khoang cach na0 tr~Crc66

trong chc tieu chi.

-.- .

SO dung nhu cau va

mong dgi clja cac
ben quan tam dvwc
nhan biet lam dau
vao cho viec hoach
djnh qua trinh.
Co the chivng to
dwqc viec cai tien
hieu lwc qua trinh.
Cac qua trinh mang
lai ket qua co the dw
bao trwwc.
Xem xet hieu lwc va
hieu qua cac qua
trinh clja to chit.c.

- .

Mwc 5

Mwc 4

viec trien khai chien

--

! An djnh rd trach

; Ivwc.

Chivng to dvwc su.

c8i tldn ve tinh
nhanh n h a y linh
j hoat va doi mwi qua

I dinh qua trinh vbi

cn
Bang A . 6

~ i k u

- Tw danh gia cac yeu to c h i tiet trong die"

.

8.2
Theo doi

-. .

... . .

..

-?

xbt

<
z
-

cn
0

.- . . . . -.

Mwc 3

MWC2

~ i & hanh
n
theo d8i
Dinh ky thvc h ~ e n
tren co. sb rbi rac.
qua trinh the0 d 6 i
khong the0 qua
Trong tam cua viec
1 trinh.
i theo d6i la khach
I
Trong tsm cGa viec
1 hang. Theo d6i nhu j
theo dbi la san
chu va mong doi
1
pham. Khwi su. hanh clja khach hang m61 I
cach he thong Theo j
dong theo cac van
1
d6i nhOng thay doi
de clia s i n pham
1
hoac qudn Iy (nghia
trong cac yeu cau
luat d ~ n hva che d ~ n h
la nhong trubng
( mot cach he thong,
hap khling hoang).
Chi xac djnh nhivng j thong qua cac c o
/ che d v g c thiet ke
thay doi trong yeu
cau theo cach dac
( chinh thwc.
biet khi thu thap
I
thdng tin ve cac yeu
cau luat djnh va che
dlnh thich hop.
I

1
f

,
1

Mwc 4

MWCS

cD

'

'

/
1

. 0
P
..

Thubng xuyen danh

Thuc h ~ e nqua trinh
Oira trinh theo dB1
gia qua trinh the0
the0 do1 mot cach
dua ra d o \leu va
doi nham nang cao
he thong va theo
cac xu hu-wng tln
hieu lwc clja no
; hoach dinh. qua
' cay
Vlec the0 d61chi)
Trong tam clia theo I trinh nay bao gbm
d6i la nha cung brig
viec k ~ e mtra cheo
trong vao cac xu
va chi chu trong gibi
v b r nguon d13 lieu
hubng trong pharn
1 vi linh vvc hoat
han tbi con ngvbi va ben ngoai.
1 D5nh gia cac yeu
, dong c"a to chir.c.
cac ben quan tam
1 cau ve nguon Iuc
! cung vui s u to1 v u
khac. Thong tin
I hoa viec 514 dung vd
phan hoi fir cac nha
mot cdch he thong
va the0 hoach d ~ n h ; phat t r ~ e nnguon luc
cung l j n g va doi tac
j Theo d6i theo hoach
chinh dvwc thu thap
ve thbi gian
I djnh nh3ng thay doi
the0 cach thlrc dvwc Thong tin phan h8i
hoach djnh.
I tiu khach hang vi,
diGn ra, hay mong
dqi trong cac chinh
nhan vien duqc thu
Thong tin p h i n hbi
1 sach kinh te, yeu
th$p thdng qua cac
tiu moi ngvb'i chi
! cau v b i san pham.
cuoc dieu tra tien
duqc thu thap mat
cdng ngh9, b i o v9
hanh mot cach
djnh.
chuyen nghiep, cbng i moi trvbng hay
Theo d6i kha nang
trong cac van de
! cua qua trinh hien ! nhu. nh3ng c o chi!
i khac nhu. cac nhom . van hoa, xa hot, co
1I tqi. C i c qua trinh
the co tac dong tbi
trong diem.
gilip theo d8i nhivng
viec thyc hien clia t6
yeu cau lugt djnh va
chwc.
ch& djnh co hi$u qus
va hieu Iwc.

- Theo dei, do Iwbng, p h i n tich v h xem

MGc d o nhuan nhuyen

MWC1
8.1
(Theo doi, d o
lwbng, phan t i c h
va xem xet)
Khai q u i t

h)

0,
-.

Bang A.6 - (tigp theo)

~ w c d o n h u a nnhuyen

Dieu

I
i

8.3.1
(Do l u b n g )
Khai quat

/1

8.3.2
C h i so thwc hien
chinh

1/
1

!
i

1
1

1
/

I
j

--

.-

Mwc 1

Ssn co mot tap h q p

giwi han d b lieu tiu
hoat dong do l v h n g ,
danh gia de h6 t r q
cho cdc quyet dlnh
quan Iy hay theo dbi
tien trinh clja cac
hanh dong d u q c
thvc hien.
St3 dung nhOng c h i
so c o b i n ( n h v tiCu
chi tai chinh. giao
hang dung luc. so
khieu nai clia khach
hang, cac c i n h b a o
phap Iy va tien
phat).
DG lieu khdng p h i i
ludn tin cay.

II
-

. .-.

- -.--

- --

---

Mwc 2

Co mot tap h g p xac

djnh, chinh th6.c cac
c h i so chinh lien
i quan den chien lvwc
v i cac qua trinh
( chinh cua to ch6.c.
I Cac c h i so chlj yeu
i dwa vao viec st3
) dung dG lieu noi bo.
Cac quyet djnh quan
19 d v p c h6 t r p bang
/ dau ra clia c5c xem
xet he thong q u i n Iy
/ chat Iwqng va cac
' chi so b 6 sung chinh
i ddnh gia viec t h v c
I hien.

II
!

..-.-..-.--I

Mwc 3

Muc tieu theo phan

j cap qua trinh lien

I quan den c h i so

. .

/ San co dG lieu chi ra

1

/
1

i
I

.
.

.- ~.

Mwc 5

Mwc 4

tien trinh theo thhi

i gian clja cac chi so
; thwc hien chinh. San thuc hien chinh.
! co d b lieu chi ra
/ Theo dbi viec trien
khai chien l u q c va
cach thb-c so sanh
! viec thwc hien clja to muc tieu.
; chGc v6i nh3ng to
Cac c h i so danh gia
viec thwc hien d v q c
chb-c khac.
j Cac dieu kien chinh thiet lap, trien khai
i va slj. dung rong r%i
i cho thanh cdng
cho cac quyet djnh
1 d v w c nhan bikt va
chien llvgc lien quan
truy theo cac c h i so
den xu hwwng va
i thwc te va phu h g p .
hoach djnh da, han.
DG lieu tin cay clja
he thong do l u b n g
Phan tich dG lieu
) h6 t r q th6a dang cho mot cach he thong
1 cac quyet djnh quan cho phep dw bao
( viec thwc hien tvwng
19.
1 lai.
I
i

~. .

.. -..--

;
!

:
:
'

:
I
!
i

Phan tich he thong

cac dG lieu toan
d ~ e ncho phep du.
bao tin cay viec t h y c
hien tuwng lai.Cac
chi so dong gop vao
cac quyet djnh chien
I v g c tot.
Lwa chon va hanh
dong theo cac KPI
sao cho mang la1
c i c thdng tin tin cay
cho viec dw bao xu
h u b n g va nam bat
quyet d / n h chien
lupc
Thwc hien phan tich
rlii ro n h v mot cdng
cu de lap thb- t v v u
hen cho cai tien.
.

..

..

..

--

CHU THICH: Mwc do nhuan nhuyen hien tai c i a cac yeu t6 rieng I6 c i a to chkc la mkc cao n h i t dat dwpc ma khong co khoang cach nao trwbc do
trong cac tieu chi.

Bang A.6 - ( T l e p theo)

-4

C)

, <

M w c d o n h u a n nhuykn

V,

M W C2

Mwc 1
-

Mirc 3

8.3.3

Thu thap mot SO d i l

/ lieu n h v n g kh6ng sli.
dung phwwng phap
1 tiep can chinh thiuc.
/ Thvc hien danh gia
de brig pho v b l cac
; van de, khieu nai
i clia khach hang . . .
1 DCU lieu thu thap
dwqc chli yeu dung
de giai quyet cac
van de ve s i n p h a m

D a n h gia n ~bo
i

8.3.4
T v d a n h gia

I
/

Thu thap mot so d D

lieu tiu cac qua trinh
chinh mot cach deu
dan.
SIP dung d13 lieu
danh gia mot cach
he thdng de xem xet
he thong quan Iy.
Hoat dong t v danh
gia con han chd.
Bat dau s b dung dfi
lieu va k6t qua danh
:
gla theo cach phong
ngba.

'

/
i

'

!
I

I
I
1

i
!

Viec thu thap d o lieu Lien tuc danh gla

i ghn viri mbt quy
qua trinh thu thap
trinh theo cau trtjc
d o lieu va cat tien
Khi can hen hanh
hlQu Iwc, hlQu qua
cac nghien d ~ n htinh
cac qua trinh nay
: civu de xac nhan d i l
Tich h a p k&t qua tv
' lieu. d$c biet khl dii.
danh gla vao qua
trinh hoach d ~ n h
lieu nhan dwqc tiv
1 cac phan xet, y
chien lwwc
1 kien . . . .
Cac khoang cach
I Cac danh gia dam
d v u c nhan biet t6.
bao tinh chinh xac
mirc do nhuan
1 cua dG lieu va hieu
1 nhuysn cao hwn
/ d v g c so sanh viri
i I y c clia he thdng

1
II

8.3.5
D o i sanh chuan

Mirc 5

Mirc 4

Trao doi Ian nhau

b i n g trt, chuyen v&
! viec t h v c hanh tot
nhat trong pham vi
! to chli.c. Tien hanh
cat phep so sanh
s i n phsm v b i s i n
pham tren thj
trubng
f

j quan Iy.
) tam nhin. chien
( Tien hanh hoat dong Ivoc, to chivc tien
i tw danh gia va sli.
hanh hanh dong de
dung ket qua de xac
thu hep khoang cach
dinh s v nhu6n
theo cach thuc d v q c

i1

: toan bo to chGc
--

LSnh dao cao nhat

hd t r q viec nhan b16t
va pho bien viec
thuc hanh tot.
; Phan tich va so
sanh mot so san
pham clia cac doi
thli canh tranh
, chinh.

:
i

I v ~ e ct h y c hien trong

I
'!

hoach d/nh

nhuysn clia to chivc

'I cOng
. nhw cai tien

Lo1 keo s v tham gla

cua cac ben quan
tam khac vao hoat
dong danh gla cua
c
nhan
to c h ~ glup
bl&t them cat c o hbl
ca~
t~en
TO chiFc thvc hten
15 tat ca
t v danh g ~ a
cac cap

--

Ban I%nhdao h d tra

Thiet lap phuwng
1 phap doc sanh
mot so hoat dong
doi sanh chuan v61 ) chuan
E)o l u b n g chinh vlec
hen ngoa; (baa g&m
t h ~ hlen
c
la do1
sari phsm. qua trinh
va hoat dong)
( tu.wng doi sanh
; chuan no1 bo va ben
i ngoal, dung p h u o n g
phap d u ~ c

true.

SG dung dot sanh

chuan m8t cach he
thong lam cong cu
nhan blet C O h01 cal
tien, doi mwl, hoc

'
!

hot
TO chuc thu.6ng bl
cuon hut t r 6 thanh
doi tac do1 sanh v 6 1
cac thuc the ben

(0

O
0

..

h)

2
.A

B a n g A.6

~ i e u

1I
11

8.4
Phan t i c h

. ..-

-- -.

---

.
.

--

Mwc 1

I
I viec phan tich dCu
j
1 lieu.
/ Chi quy djnh cac
muc tieu kinh te va
!
tai chinh lam chuan
i
1 de phan tich dG lieu.
i
i Co cac phan tich
1
I gi6i han ve khieu nai (
cua khach hang.
;

1!
I

;
i

I
i

.--

Mivc 2

.. .-

Mivc 3

----

Mwc 4
I

/ S Idung
~ cac tam
1 g u o n g giai thoai tG

~wcd~nhuannhuyen

--

- ( ~ i & ptheo)

1
i

T h y c hien phiin tich

thdng tin lien quan
nQi bo va ben ngoai
mot cach djnh ky.
Siu dung mot so
cdng cu thong ke co.
ban.
~ i e hanh
n
danh gia
de xac d ~ n hmivc do
th6a man nhu cau
va mong d q i clja
khach hang. Viec cai
tien san pham dwa
tren nhGng phan
tich nay.
D / n h ky phan tich
tac dong clja nhCung

' thay doi trong cac

yeu cau lu(t djnh va
chk d ~ n htwi cac qua
trinh va s i n pham.

/ S t dung qua trinh

H6 t r q qua trinh
phan tich dB danh
phiin tich mot cach
he thong bang viec
/ gia cac nguon Iwc.
! s &dung rong r2i cac vat lieu va cdng
/ nghe m6i.
cdng cu thong ke.
Nang cao hieu l y c
Sw dung cac phan
j tich de nhan biet
I cua qua trinh phan
nhu cau va mong
tich nhtv viec chia se
/ ket qua phan tich
doi clja cac ben
v6i cac doi tac hay
; quan tam lien quan.
nh0ng nguon kien
Cac quyet d ~ n hva
' hanh dong hieu lwc
I thwc khac.
dua vao viec phan
Nhan biet cac khia
: tich thong tin.
1 canh rieng biet cua
/ s5n pham va lam gia
I tang gia tr/ cho san
j
/ pham vbi cac ben

:
1
i

quan tam, d y a tren

d i u vao clja phan
tich thdng tin.

---.-...a-

~~

MGc 5

j Phan tich va sw

dung d 0 lieu so
sanh lien quan ve
j chinh tr/, mdi
trwtvng, x% hoi. cdng
nghe.
' Nhan biet va phan
tich cac rui ro va c a
I hoi co the tac dong
tCri viec dat d v q c
i muc tieu ngan va dai

han.
Cac quyet djnh ve
chien Iwoc va chinh
sach dwa tren cac
thdng tin d u q c thu
thap va phan tich

i the0 cach thkc d v q c

hoach djnh.

Bang
- A.6 - ( k e t t l ~ i j c )

<

Mir~donhuannhu~en

~ i e u

~-

-.

M W C2

M ~ 1c

V,

MWC3

MWC4

(0

Mirc 5

8.5
Xem xet t h o n g t i n
c o d w q c tiF t h e 0
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 khi dwgc tien hanh.

,
I

I
I
I
I

1
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
1 dong cai tien tich
j cwc trong 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 nhau chi ra
1 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
. trong 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
1 cac xu hwtrng bat Iqi
va chia s6 viCc thvc
cAc d6i tac va dOng
khi dwqc nhan biet
hanh tot.
i lam dau vao cho
Cac xem xet chi ra
hoat dong c a ~
tien
1 ngubn l y c dwwc
; san pham va qua
( cung cap co thda
I

I dang hay khong.

n h i m danh gia tien

trinh theo ke hoach
va muc tleu.

'

i
[

i
1

i
I
I

II
CHlJ TH~CH:Mwc 60 nhuhn nhuyen hien tai c ~ i achc ydu tb rieng Id clia
trong chc ti& chi.

I
i

td chwc

trinh anh h u b n g t6i

mGc do thuc h ~ e nva
mGc do 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

p
p
p
.
-

la mwc cao nhat dat dwqc mh khdng co khoang chch nho trwuc 66

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 9

~ i e u

9.2
Cai tien

9.1
(Cai t i k n d6i m b i va
h o c hoi)
K h a i quat

--

Mvc 1

--

~~

7-

.....

..

Mwc 2

Mwc 3

, 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
1
i de cai tien lien tuc.
j
i
i

I dac biet va c2n civ

1 vao khieu nai cua

- Cai tien d8i m w i va

dwqc cac n6 l v c cai

tien trong phan I6n
cdc san phem v i
qua trinh chinh cua
to chivc.
Trong tam cua qua

i trinh cai tien ph0

1 hqp v d i chidn llvpc
va muc tieu.
Co he thong thiva
I nhan cac nhom va
ca nhan tao ra cai
tien lien quan mat
cach chien I v g c .
Qua trinh c5i tien
lien tuc t h v c hien 6
met so cap clia to
chwc cung vwi nha
cung wng va d6i tac
clia to chwc.

Mwc 4

Mwc 5

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
1 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 ngay
chivc, m6 hinh hoat
trong toan bo to
chirc, cOng nhw v&i
ddng v2 he thong
quan Iy c i a to chivc. 1 cac nha cung ivng
va doi tac clia to
chivc.
TO chivc chu trong
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
1

'

'

+
0

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 6 1 .
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

Ii

i
I

. .- .

..--.. .

i Hoat dong doi m 6 i

Cn

0
rD

Mvc 3

MWc 2

-l

MWC4

Mwc 5

'

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;
1 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
1 b i n g giGa tinh cap
thay do1 trong moi
1 d q i clia khach hang. nhang thay doi trong ! 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
1
/ 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.

/
1

.A.
2
-.
h)

Bang A.7

~ i e u

1I
I

9.4
Hoc hoi

_
MWC1

1 Rut ra mot so bai

hoc tiu ket qua clja
I cac khieu rial.
Hoc h6i tren c a sir
cd nhan chiv khdng
1 co sw c h ~ ase kien

i
I

!I
i

.Mwcdonhuan
nhuyen,..- ..
- .
-

- ( k 6 t thuc)
,

MWC2

Mvc 3

- -. -

-..-

Mwc 4

Viec hoc h6i nay

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 6 i . sw kkt
lieu khac.
noi va tucrng tac de
1 nhan cac ket qu5
Co cac qua trinh
I tich cu.c clja cac goi chia s8 kien thlvc.
gi6p chia se thdng
9 hay bBi hoc d v o c
Ldnh dso cao nhdt
tin va kien thwc
rut ra.
1 ung ho cac sang
j Viec hoc h6i d u g c
i kien hoc h6i va dsn
! d& cap trong 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.

I:

1
!I

'

i/
1
1

-. ..

Mwc 5

1 Vdn hba hoc h6i cho

,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
nay 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 do 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 do
trong cac tieu chi.

-~

TCVN I S 0 9004 : 2011

Phu lyc B
(tham khao)

Cac nguyen thc quan Iy chat luqng

B.1 Khai quat

Phu luc nay m6 td tam nguyen t i c cua quan

19 ch6t lwqng tao nhn tang cho cac tieu chuln v& quan

ly chat lvqng do Ban kv thuat TCVNiTC 176 bien soan Lanh dao cao nhet co the sw dung nhGng
nguyen tat nay nhv mot khuon khb de chi dan to chwc clja minh hwwng twi viec thwc hien tat han.
Phu luc nay dwa ra 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 nay srnh

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 khi 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 trong toan bS, t8 chwc,
do 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 0 9004 : 201 1

darn bao phwwng phap tiep can can bang giba viec thoa rn3n khach hang va cac ben
quan tam khac (nhw chlj s 6 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 ra
va duy tri m61trwwng noi b?, 6 do 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 trong twwng lai clja t6 chiuc,

thiet lap rnuc dich va rnuc tieu mang tinh thach thiuc,
tao lap va duy 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 6 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, do 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 trong 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 0 9004 : 201 1

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 trong 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 do chia se kidn thwc va kinh nghiem,

mgl ngvwi trao dbi cwi mw cac vAn d& va kdt qua

8 . 5 Nguy6n t i c 4: ~

kt

i can
6 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 do lvwng nang l v c cica cac hoat dong chu dgo,
nhgn bibt nhfing di6m chung clja nhivng hoat dong chu dao trong 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 0 9004 : 201 1

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 nhau 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 nhau 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 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 khi
hanh dong,

--

dinh hvwng va xac djnh cach thivc tribn khai can thibt cac hoat dong cy th6 trong pham
vi he thong,

cai tibn lien tuc he thong thong qua hoat dong do 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 6 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 trong to chivc de cai tien lien tuc viec
thupchien clja to chivc,

TCVN I S 0 9004 : 201 1

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 thanh mot myc tieu clia moi ca
nhan trong 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.

6 . 8 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 do 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 ra 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.

6 . 9 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 0 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 trong 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 thanh tylu clja nha
cung iung.

1 C V N I S 0 9004 : 2011

Phy luc C
(Tham khao)

Sff tlrong &ng giiia TCVN I S 0 9004 : 2009 va TCVN I S 0 9001 : 2008

Bang C 1 neu su tu.ong ung g1ir.a t ~ e uchuan nay va TCVN I S 0 9001

2008, cljng nhu. chi ra c i c h

thu,c ha1 t ~ e uchuan nay bo sung cho nhau

I S 0 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 trong vao h ~ e ulu'c cua
he thong quan Iy chat l u m g trong v~ecdap iing cac yeu cau cua khach hang
T ~ e uchuan nay dua ra hu,o,ng dan do1 vbi to chlj,c trong do lanh dao cao nhat mong mudn tien xa
ho.n nhung yeu cau cua I S 0 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

- S y tvong

~ilnggiiia TCVN I S 0 9004 : 2009 va TCVN I S 0 9001 : 2008

Cac di6u cua TCVN I S 0 9004 : 2009

4 1 (Quan Iy

Cac di6u cua TCVN I S 0 9001 : 2008

t8 chutc de thanh cong ben vkng)

4 1 (He thong quan Iy chat lu~qng)Yeu cau

( K h a ~quat

: chung
' 5 1 Cam ket cua I2nh dao
' 4 2 Y&u cAu v& he th6ng tai l$u

4 2 Thanh cong ben vkng

-r-

--

- ..-

4 4 Cac ben quan tam nhu cau va mong do.1

1 7 2 QU-atrinh lien quan dkn khach hang

I
1 5 2 Huwng vao khach-hang

5 1 ( ~ h 1 6lu'qc
n va chinh sach) Khal quat

: 5 3 Chinh sach chat lulang

4 3 Moi truawrlg cua t6 chGc

5 2 L?p chien Ivqc va chinh sach

5 3 Chinh sach chat Ivqng

5 3 ~ r 1 6knh a ~chien luwc va c h ~ n hsach

5 4 Hoach d ~ n h

5 4 Trao d61thong t ~ nve c h ~ e nluoc va chinh

5 5 3 Trao

( sach
( 6 1 (QuQn ly ngubn 1u.c) Khdi q u i t

16

d61 thong t ~ nnoi bo

7 . 2 . 3Trao d6i thong tin vwi khach hang

-

'

6 1 c u n g c a p ngubn 1u.c

2 ~ g u i 1u.c
n ti1 chinh

1 6 3 Con ngutbl cria

t6 chute

' 6 2 ~ ~ u nhan
o n 1u.c

1 6 3.1 Quan Iy con n g v w ~

6 3 2 Nang lute clia con ngu.61

1 6 3 3 S v tham gla va dong luc clia mol n g u b ~

1 6 4 Nha cung wng v i d61tac

1 6 4 1 Khai quat

6 2 2 Nang lu3c.dao tao va nhan thirc

-

7 4 1 Qua trinh mua hang

TCVN IS0 9004 : 2011

Bang C . l

- (k6t thuc)
I

Cac dieu cua I S 0 9004 : 2009

Cac dieu cua I S 0 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 ha tang

6.5 Cw s& ha thng

6.3 Cw

6.6 Mot trvwng lam viec

6.4 M8i trvwng lam viec

-1
---- -.-

-7-r

6 . 7 ~ 1 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

7

-T --T

7.3 Trach nhiem va tham quyen d8i vwi qua trinh

5 . 5 . i ~ r a c hnhiem, quy&n han va trao d6i thBng

tin

8.1 (Theo dBi, do lulbng, phan tich va xem xet)

Khai quat

--

8.1 Khai quat

8.2 Theo ddi

soat thiet bj theo ddi va do Ivwng

7.6 ~ i e m
.---.- --

8.2.3 Theo ddi va do lwwng cac qua trinh

8.2.4 Theo ddi va do lwwng san pham
~-

8.3.1 (Do Iwwng) Khai quat

8.2 Theo ddi va do 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 do 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, do 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
.

--

8 . 5 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 0 9004 : 2011

Thw myc tai lieu tham khao

[I] TCVN I S 0 9001

(21

2 0 0 8 He thdng quan ly c h i t luqng

TCVN I S 0 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 0 10002, Quan Iy c h i t lunqng- Su. thda mcin cda khach hang

- Hvbng

d i n xw Iy

k h ~ k unqi trong td chuc

[4]

TCVN I S 0 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 do IuCnig

[6]

TCVN I S 0 10005, He thdng quan ly c h i t l w n g

- Hu9bngda'n lap kk

(71

TCVN I S 0 10006. He thdng quan Iy c h i t lvqng

- Hurbng d6n quan ly

[8]

TCVN I S 0 10007. He thdng quan Iy chat lupng

- Hu'bng da'n q u i n Iy c i u hinh

191

TCVN I S 0 10012, He thbng Quan ly do lvivng

hoach c h i t lu'png
c h i t Iu'qlig duqan

- Yeu c i u ddi v6i qua trinh do va thikt b~ do

[ I 01 TCVN I S 0 10013, Hvbng da'n v6 tai lieu clja he thbng qua11 Iy c h i t I v m g

[11] TCVN I S 0 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 0 10015, Quan Iy chat Ivqng - Hu'Cmg dsn dao tao
[13] ISOITR 10017, Guidance on statistical techniques for I S 0 9001 (Quan Iy chht Iwqng

Hwbng dan v& k 9 thugt thbng k e cho I S 0 9001)

[14] TCVN I S 0 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 0 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 0 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 0 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 0 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 0 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 - ~ 6 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 0 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 0 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 0 9000

- Selectiori

and use2' ( I S 0 9000

- L v a chon va siv dung), ISO, 2008

" I S 0 14041:1998 va I S 0 14042 2000 cung d u g c hiry bo va thay thk bbi I S 0 14040.2006 va I S 0
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 0 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 0 9001 for S r ~ ~ aBusinesses

ll
- What to do. Advice from ISO/TC 176'" ( I S 0 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 7 6 . 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 6 trang web

http Ilwww so orq/tcl76/sc2

cap nhat d& phu hqp vlvi IS0 9001 2008

4 ' S e UUCYC
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 nay clja cac t6 chGc khac nhau tr&n
toan th6 gilvi. S3n cb tiu Ban Thw ky trung tam (sales@iso.org).