Psi Training Academy NHAN THUC VA DANH GIA NOI BO HE THONG QUAN LY THEO ISO 9001:2015 bsi Sl. ..making excellence a habit?bsi. NOI DUNG DAO TAO CHI TIET / DETAIL TRAINING CONTENTS eneweteney Noay 4 / Day 4 (8:30 - 16:30) .making excellence a habit” Phan 4: Gidi thigu tiéu chudn 180 9001, Part 4: 180 9004 Introduction * Méta cdcnguyén tc co ban clia quan IY chét lugng va céc phién ban cia b} tiéu chuén ISO 9000 Describe the fundamentals of quality management and the ISO 9000 series of standards © Tim higu vé qua trinh phat trién cla hé théng quan ly chat lugng Understanding the Evolution of Quality Management System + Phutong phdp PDCA The POCA methodology + Tam nguyén tac quan ly chat lung Eight Quality Management Principles + Tim hiéu cau trac cua tigu chudn ISO 9001:2015 trong cdc mé hinh quy trinh cho cdc h8 théng quan ly Show stucture of ISO 9001:2008 within the process model for management systems + Gidi thich cdc yu cau trong tiéu chugn TSO 9001:2015, Explain the intent of the requirements in ISO 9001:2015 + Gidi thich mt s6 Igt ich 16 chUte ctia hé théng quan ly chat Ivong Explain some organizational benefits of a quality management system * Quan niém sai lm chung vé tiéu chugn ISO 9001 General Misconceptions about ISO 9001 Ngay 2 / Day 2 (8:30 - 16:30) Phin 2: Lap k@ hoach danh gid / Part 2: Audit Planing Y¥ Xéc dink Muc tiéu, Pham vi & Tiéu chudn danh gid / Define the audit] objective, scope and criteria Y Chutong stinh dénh gia / Audit programme v M6 ta muc dich viéc ra soat tai ligu / Describe the purpose of & documentation review Chuan bj mét ban ké hoach danh gid / Prepare an audit plan Y Tréch nhiém cua danh gid vién / Aualtor responsibilities ibn Titu Chun An ~ OSE Vie 1106, Ying 14, Toa 45 VETH Su, P Ba Kes Infietoamstsigroun.comn igroup.com.va Yin pina Hi W484 (6) 30 F.04 (@) 50 0022 vin pheng H ‘By Royal Charterbsi. making excellence a habit” Phan 3: Thy hign danh gia / Part 3: Audit Conduct v Nam 16 nhting Phuong phap & KY thuat c&n thiét cho budi danh gid / Understanding the techniques and competence necessary ¥ Hop mé dau / Opening Meetings ¥ Lay mau danh gid / Sampling ¥ Bang ching khach quan / Objective evidence Y Ki thudt phéng vn / Interviewing Y Quy trink dénh gid / Audit trails ¥ Cac yéu edu ala dénh gid vién / Aucltor Attributes Y Cc phat hign & Két lun / Findings and conclusions ¥ Hop doan dnh gid / Auditor team meetings Noay 3/ Day 3 (8:30 ~ 16:30) Phan 4: Bao cdo danh gia / Part 4: Audit Reporting Y Giai thich muc dich va d6i tugng cla bu6i bao cdo danh gid téng két / Explain the purpose and audience of the final audit report ¥ N@i dung cia ban bao céo dénh gid dign hinh / Outline the contents of a typical audit report ¥ Thy hanh ghi chép mt ban béo cdo danh gid dién hinh / Describe the typical distribution of an audit report Y Hoan tt danh gid / Completing the audit Y Két thiic | The Closing Meeting Phan 5: Két thiic danh gid & Duy tri vie danh gia / Part 5: Close out/Fotlow-up Audit Y Muc dich clla viée duy tr danh gia / Explain the purpose of the follow-up audit ¥ Xéc dinh hanh é6ng kh&c phyc 43 duigc xéc dinh / Confirm that corrective action is identified Y- Giai thich tinh hgp ly clia théng tin phan hii / Explain the adequacy of the response Phan 6: Thi cudi khéa / Part 6: Final exam Ghi cha / Note: Viéc thiét ké xAy dyn¢ & thyc hién hé théng do ban ISO/ ban dy’an ctia cng ty tu thu hién / The system will be designed, developed & implemented by ISO team or taskforce of the company itself. ibn iu Chain Anh ~ 5 Ve a 1105, ting 11, Too Right (8 Thy Siu, P Ba Ko, Q., Th. He By Royal Charterbsi. KHOA BAO TAO NHAN THU'C ISO 9001:2015 & PHU'ONG PHAP BANH GIA NOI BO HE THONG QUAN LY CHAT LUQNG THEO ISO 19011:2018 Ging vién: Mr, Nguyén te Chinh ee cs Cam on su hgp tac ctla cac anh chi! ‘es Ht 6 conPhuong phap lam viéc o Bai giang o Dat cau hdi o Bai tap & Thao luan nhé6m Giang vién: Hoc vién: + Hung dan, chia sé * Chu déng, xay dung ¢ Minh hoa * Sang tao * Giai dap * Van dung thy tién * BO sung * Thao luan nhém bsi. @ QMS —_Hé Théng Quan Ly KPH Khong phi hgp lesen chinh séch chat iuigng” | (elitr) Géhg neha thengitih SP&DV Sin phém va dich vu TKAPT, hist Kk va phat ta k ‘TIVE ‘Théng tin dang van ban TPMT Tac déng mdi trudng TD&BL Theo déi va do luting THKC Tinh hudng khén céip HBKP Hanh déng khac phuc bsi. e@‘THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION ? bsi. @ Tisha: as Ch THIEU CHUNG “Annex SL? SX 1 Scope 2 Nonna eleceer 2 em dete 4 context ote orniatan 5 ode 6 ag 1 suport Duemsnce Babtion pe . i Bliewont Opportunities 1996 2004 2015 bs sou e FES eh ohare ih wae oe in thio ci cing/FOIS sun 2045 mn 208 Puch wo ue te (HLS) cho cdc hé théng quén Wy theo ISO ban hah Sep 2015 Sep 2015 he i $9208 Sep 2018 iTHE W. EDWARDS DEMING INSTITUTE Gln ani “Chat lugng la sy séng con” CHAT LUONG LA Gi? oC = Mic dé cia mét tap hgp cdc dic tinh vén cé cia im6t d6i tugng dap tng cdc yéu cu (ISO 9000:2015) 4 Qe eoot chin “Ze(ree y TIEN TRINH PHAT TRIEN TU' DUY CHAT LUQNG ‘haha Mn 8 UVCodaeSXeN cr V-A UN =A EYA 2) TG CHWC : Dan vi dp dung ISO HIEU LUC (Effectiveness): Mtrc d6 thy hién cdc hoat dong da hoach dinh va dat duge cac két qua da hoach dinh. HIEU QUA (Efficiency): Quan hé gira két qua dat dvoc va nguén lc dug sir dung. QUA TRINH (Process): Tap hop cac hoat d6ng cé lién quan ln nhau hoc tuong tac dé bién di dau vao thanh dau ra. bsi. @Ah] cau chung ISO 900 Loi ich? > Luén cung cap SP&DV dap ng yéu cau [Khdch hang, luat dinh, ché dinh]. > Co héi nang cao sy hai lang cila Khach hang > Gidi quyét cac Rui Ro va Co Hdi gan véi béi canh va muc tiéu > Chieng minh sy phi hop v6i cde yéu cau QMS. Aicé thé ap dung? Q Bén trong O Bén ngoai td chirc. Q Bé sung cho céc yéu cau déi véi cdc san phdm va dich vy Cach tiép can? * SU dung céch tiép cn qua trinh két hop véi PDCA va Tw duy dva trén riti ro. bsi. @ ras Mu bu CeTIER CAN THEO QUA TRINH 0.3.4 Yéu cau chung Quan IV cde Qua trinh va He théng: yim X98 Tan dung co hoi va ngan nga cde > két qua khong mong mudn, ie MACHINE MAN Lglich: {may méc, thiét bi, cng (Ai lam, nang lye, ky nang, a. Hidu r6, nhdt quan trong vige dap ing yéu cau [YET oe b. Xem xét cdc qua trinh vé mat gia tri gia ting eee PROCESS oa Baa : (Nguyen vet D Teuamnny )) SP80V cep c. Dat duc két qua hoat déng cua qué trinh Ha ting yeu cu) mot cdch higu lye a 4d. Cai tién qua tinh dyatrén vige dénh gia cao [METHOD | | MEASUREMENTS di ligu va théng tin. ‘ibu chun) Wis bsi. o TIEP CAN THEO QUA TRINH Cac. Sa [ron ina] -—S> "Gag qus trinh tasan pdm >a Krseh nina] — 4 [ QUA TRINH QUAN LY | QUA TRINH TAO SAN PHAM QUA TRINH HO TRO *Hoach dinh chién luge | + Nghién ctu & phat trién + Thu ky va hanh chinh +Hoach dinh tac nghigp |+ Mua harg + Nhan sy +Kiém soat ngan sach | Tiép thi & ban hang va Quan _| -Tai chinh + Uy quyén ly don hang + Quan ly théng tin * Do lwong két qua + San xudt, cung cdp dich vu | Dich vu phap ly + Xem xét Kinh dao + Dich vy khach hang,Ot See NN =o ke LYM Tad 0.3.2 Chu trinh PDCA Co thé ap dung cho tt ca cdc qua trinh va cho téng thé QMS Ted sO ne 0.3 TIEP THEO QUA TRINH 0.3.3 Tw duy dya trén Rai Ro (Risk-based thinking) > Thiét yéu aé dat duo tinh higu Ive QMS > Can lap ké hoach va thye hién hanh d6ng dé giai quyét RUi Ro & Co HOi. D dat duge két qua cai thién va ngain ngiva cac tac dng tiéu cure. Co hGi: Co thé 1a két qua cia mét tinh hudng thuan loi dé dat két qua mong mun __> Hanh déng a giai quyt Co Hoi cing 06 thd la xem xét cdc Ril Ro ién quan. | Ral ro: La anh hwéng cuia sy khong chdc chan > Sy khéng chdc chan } c6 thé Tac dong Tich eye! Tiéu cuc. > Sy chéch hung tich cue phat sinh tir mot Rati Ro > cho ra Co HOI |____ Khéng phai tét ca dc 2nh hung tich cue ctia Rui Ro déu mang lai Co HOt bsi.Ts RRNA Bs ISO 9000 QMS; Co si, va. Te yung frog cas rnb thing Quan lp chat hegng tals poss wd svt confidence inthe ergezavons aby to achiove Iso ooo ‘ustaned success 180 14004 {Se 82 cooman srrerese 4 Huong dan/Quén ly dé Yéu ctu thanh céng bén ving and Equity: =} a BS 1S0 19014 ing din danh gid he théng quan ly bsi. @ 4 PHAM VI AP DUN SORT TEU) Quy dinh cdc yéu cau cho QMS khi té chive: a, Can chteng té kha ning cung cp én dinh SP&DV dap tong yéu cau b. Muén nang cao sy théa man cua khach hang PN ISO 9000:2015: Hé théng quan ly chat long - Cor so va ti veng3 THUAT NGU VA DINH NGHIZ ISO 9001:2015 ISO 9000:2015: Hé théng quan ly chat lwong - Co sé va tiv vung Trong Tiéu chuan quéc té nay, thudt ng “San pham” hogc “Djch vu” chi 4p dung cho san pham va dich vu dw kién cung cép cho khach hang, hodc due yéu cau béi khach hang. bsi, @ CAU TRUC-THUAT NGU-KHAI NIEM MOT TRONG ISO 9001:2015 A.1 Cau tric va thuat ngif A.2 San pham va dich vu A.3 Hiéu nhu cau va mong dgi cla céc bén lién quan A.4 Tu duy trén nén tang rii ro (Risk-based thinking) A.5 Pham vi ap dung A.6 Théng tin du'gc van ban héa (Documented information) A.7 Quan ly tri thirc A.8 Kiém soat qua trinh, san pham va dich vu bén ngoai bsi. e@V6 ehiée va BS anh “ A.1 Cau tric va thuat ngif aber Hr anf Oe A.1 Cau tric va thuat ngiv Tier: a hi ‘Tho min luich hing Két qui cia HrQLcL, ‘Sim phiim va dich vyA.1 Cau tric va thuat ngir San pham Logi triy ai dign lanh dao vé chat lwene ‘Van ban héa, 86 tay chét lweng, tha tuc dang van ban, hd so MGi trong fam viee Thiét bj theo déi va do lwong San phim duoc mua ‘San phdm va dich vy Khong loa tri (xem AS a8 biét chi tiét vé kha nding Ap dung) Khéng sir dung Thong tin dang tai ligu (documented information) Mi trong cho vige van hanh cdc qué trinh Nguén Iwe theo déi va do luong San pham, dich vy duge cung cép tir bén goal Nha cung cép Nha cung eép béh ngoai bsi. A.1 B6 cuc va thuat ngif roe) eee Products Products and services pag [Not used aera (See Clause A.5 for clarification of applicability) INot used Bil (Similar responsibilities and authorities ari pasnadoteent reptecnrenite assigned but no requirement for a singh Imanagement representative) [Documentation quallly manual, documented prov eee a: [Documented information \Work environment [Environment for the operation of processes \Monitoring and measuring equipment [Monitoring and measuring resources [Purchased product lextornally provided products and services [Supplier [External provider bsi.A.2 San pham va dich vu tater He Ng A.2 San pham va dich vu Bao gém tat ca cac loai dau ra: ISO 9001: 2008: “San pham” ISO 9001: 2015: “San phdm va Dich vy" (phan ctvng, dich vy, phan mém va vat liéu da lam trong qua trinh) > “Dich vy": it nhAt mét phan ctia dau ra dug thyc hién cd sy twong tac voi khach hang. > Nghia la voi Dich vu, Sy ph hop khéng nhét thiét phai dug xac nhan truéc khi chuyén giao. >Phan lén dau ra dén khach hang bao gém ca San pham va Dich vuA.3 Hiéu nhu cau va mong dgi cua cac bén quan tam bsi. Tat ie enh A.3 Hiéu nhu cau va mong doi ctla cc bén quan tam a a) Cac bén quan tam? b) Yéu cau cia ho ? diéu (** Cb ién quan déh HT QLCLI) khoan * Khach + Thau 4.2: hang chinh, . fel gee 7 . C6 dong CITE gino Thau phy Crm fang, ae toan © T6 chire Nha nuéc quéc té bsi.A.4 Tu duy trén nén tang rui ro (Risk-based thinking) bsi. ta Na 8 A.4 Tu duy trén nén tang rui ro (Risk-based thinking) test wills) (tu duy dua ca, Nem) Hoge ae! ign ee OT (4) > mire op a cae TB. ‘rich Shim “Ton denn bsi. Tran tna Chenbsi. bsi. A.5 Kha nang ap dung A.5 Kha nang 4p dung Khéng d@ cap dén vide cé ngoai Ié C6 thé xem xét viée dp dyng ctia yéu cau boi ‘© Quy mé hay sy phic tap cila td chic, 0 Mé hinh quan ly, © Pham vi cia hoat d9ng td chire © Va ban cht ty nhién ctia rai ro va co hdi Yéu cau cila viéc 4p dung duge thé hién trong 4.3 Diéu khoan khéng 4p dung khéng dug anh hung dén viée that bai trong viéc cung c4p san phdm va dich vy & théa man khach hang.A.6 Théng tin dang van ban (Documented information) bsi. A.6 Théng tin dang van ban (Documented information) ISO 9001: 2008 ISO 9001: 2015 (dk 7.5) Vn ban héa, Thu tuc dang Théng tin dang van ban van ban, $6 tay chat “documented information” long, Ké hoach chat luong. Hé so (records) Théng tin dang van ban “documented information” Khi noi dén théng tin (Information) thi cé nghia la khéng yéu cdu théng tin dé phai duoc van ban héa Diéu khodn chung vé “Th6ng tin dang van ban” (7.5). i Khdng cé sy thay di hodc bé sung déng ké ndo si.bsi. A.7 Quan ly tri thirc Thora Me smh A.7 Quan ly tri thife (7.1.6) Serene) quan ly tri thife ¥ Bam bao hoat déng va qua trinh ¥ Dat dugc sy phi hyp cia sin pham va dich vu. Quan ly tri thie Bao v9 t6 chiee Knol bj mat tr Khuyén khich tiép nhan tel thre [vi dy: do thay déi nhan sy, [Vi dy: hoc hoi tt kinh nghigm; thiéu kha nang ném bat va chia 88] huéng dan; chudn so sénh]bsi. A.8& Kiém soat qua trinh, san pham va dich vu bén ngoai A.8 Kiém soat qua trinh, san phaém va dich vy bén ngoai 1 Qué trinh, san phdm, dich vy duge cung cap bén ngoai (8.4).Vi dy: a. Mua tiv mét nha cung cap; b, Mét théa thuan v6i mét céng ty lién két; c, Cac qua trinh tiv mét nha cung cAp bén ngoai. C1 Luén luén 66 dic tinh cn thiét eda dich vu O Sy kiém sot tiy theo ban chat cia qué trinh, san phdm va dich vu. Q C6 thé 4p dung Risk- Base thinking 48 xc dinh sw kiém soat phi hypSu tuong quan giifa ISO 9001:2015 va 9001:2008 [a ot canine 0 che (chi ob tidw a8) l1.0 Scope (4.4. Higu t6 che va béi canh cua té chite lu.1 Khai quat (4.2 Higu nhu cau va mong dl ciia cdc ban quan tam ha nat quat 4.3 Xac dinh pham vi eéia hé théng quin ly chit h.2 Ap dung wong \4.2.2 $6 tay chitt lvgng j4.4 He thong quan Iy chat lugng va che qué tinh [a Hg thong quan IV chat hong cua hg théng [4.8 Cie yu cu chung bsi. Su tung quan giifa ISO Tetra. ny Bue 9001:2015 va 9001:2008 [5 Su'lnh dao (chi cé tiéu ae) [5 Tréch nhigm ca tanh dao '5.1 Sy Linh dgo va cam kat [5.1 Cam két ctia Kinh a0 '5.1.2 Yau chu chung 1 cam kat cia tinh ago 15.1.2. Hung vao khach hang 55.2 Hwéng vao khich hang [5.2 Chinh séch chat lung (5.2.1 Thlét lap chinh sch chat lngng {5.2.2 Truyan dat ehinh séeh chat ugg [5.3 Chinh séch chat Ivgng [5.3 Vai trd, trach mhiém va quyn han trang t6 chie| 5.5.1. Val tré, trach nhigm va quy’n 3.5.2. Dai dign tinh dao bsi.Su tung quan gitva ISO 9001:2015 va 9001:2008 11 Hogch dinh (chi ¢6 tiéu a8) [5.4 Hoach djnh (chi ¢6 tiu a) lst Hi is.t.a fs.t.2 janh dong gldi quyét rai ro va ed ho 2. Hoach dink hé théng quan IY chat lngng 8.5.3 Hanh dng phong naiia [5.2 Mye tiéu chat Iugng va hoach anh aé dat auigc bss tieu chat Iwgng, 2a A Muye ti8u chat lvgng [fa Hess atokegsbmy oat ‘5.4.2 Hoach dinh he thong quan IY chat lwgng, bsi. Sy tudng quan giifa ISO 9001:2015 va 9001:2008 [7H tre (en 6 wu a) Er Ngee ioc end ob can 88) quan ty nguibm tye (chi €6 tiéu a8) [rat Yeu edu chung [6-1 Cung efip nguon Ive [7.2 han Wwe 2 NguBn nn Wye [73 Co wd ha ting 3 Caséha tng [7.1.4 M6l truting cho vige van hinh cée qué trinh A MBI trating lam vie [7.5 Che nguidn Ive theo déi va de hang [75.2 Khal quit 6. Kim sod thie b] theo d6l va do Iving [7.1.5.2 Lién két chudin do ting [7.1.6 Tel tic cia t6 chic is.2 Noun nha Iu (chi e6 tiéu 8) pea We 1 Yéu céu chung 3. Wh thie 2 Nbng Ive, dbo tgo v3 nhén the /_Tra0 adi thong tin 3 Tao a6] théng tin noi BS [7.8 Twang tin duge Wop vin ban (chi ed tiGu d@) .2. Yeu cau vi he thding thi ligu (chi 66 tldu a8) [7.5.4 Yéu chu chung |i.2.4 Yéu edu chung 2 Tao mdi vi cip nhSt = [75.3 Kidim sodt thang tin duge lip vin ban 11.2.3 Kigm sodt tat gu [1.2.4 Kigm gost Wi 80 bsi.Su‘ tuong quan giifa ISO 9001:2015 va 9001:2008 Van hah (ehi ob tidu a8) [7 Tao sin phim (chi e6 viéu a8) 1 Hoach dinh va kiém soat vin Kink [7.4 Hoach dinh viée tgo san phim 3.2 Yeu eBu él véi SPUDV (ch c6tieu GE [7.2 de qua frinh lien quan dén khach hang (chic Wa @)| 2.4 Trao di thOng tin v6i khdch hang [7.2.3 Trao déi théng tin vai khéeh hang 2.2.2 Xée ajnh ede yéu eu lién quan dén SPADV [7.2.1 Xéc ajnh ede yew chu lién quan an sin phim [2.3 Xem xét cfc yéu edu llén quan ain SPADV .2.4 Che thay G6i yeu chu doi vl SPADV -}7.2.2 xem xét cde yeu edu lian quan én edn phim [e.3_ Thiet ké va phat twign SPEDV (ei co uitud 7.3 ThiGt KE va phat tridn (chi eb a) '3.i_Yéu eu chung 3-3.2Hogch djnh thidt ké va phat Win (7.8-1 Hogch ajnh Ehigt KB va phat BEA [6.3.3 Bau vao ctin thigt kd va phat tig 17.3.2. Dau vao cia thiét ké va phat tiga 3.4 Kim sost thist Ké va phét trién [7.3.4 Kem xét thiet ké va phat trién, (7.3.5 Kidm tra xe nbn thiat ké va phat 7.3.6 Xe nhan gid tel si? dung cia thigt Ks va phat tg 3.5 Bu ra ela thidt ke va phat wGn. 17.3.3 Dau ra cha thigt ké va phat ign. 3.6 Thay dBi thiét kE vi phit tién [7.3.7_Kiém soat thay d6i thiGt K6 vA phat Wign .4_Kidin sodt cic SPADV do ban ngodl cung elp (ics vu 7-4 Mua hang (chi cé tie a) a1 Yau edu chung i_Qua trinh mua hang 3.4.2 Lol hinh va mie 49 klém sos 24.1 Qué trinh mua hing 774.3 _Kiém tra xée nhin sin phim mua vio &a.3 Thong tin cho dan vj cung ep bEn goal [7.4.2 Thong tin mus hang bsi. Su tung quan gi i¥a ISO 9001:2015 va 9001:2008 fos sin must va cung cp dich wy (eh c waa a) 77-5 Sin xust va cung céip dich vu (chi cé6 tau dé) [6.5.4 Kiém soat sin xudt va cung edip dich wy [7.5.1 Kiém soat san xudit va cung cap djeh vy 15.2 Xéc nhan gia tr sit dung cia ebe qué tinh ‘san xust va cung dip dich vy Nhfn biét va xae dinh nguén a6 [7.5.3 Nhan bidt va xéc dink ngubn ade Tal san cla khdch hang hoe cla nha cang cp ban ngoal [7-54 Tal sin ctla khach hang Bio toan [7.5.5 Bao todn sin phim Cac hoat ding sau giao hang 17.5.1 Kidm sost sn xudt va cung cfip dich vy Kidm soat cae thay 461 '8.6 Théng qua san phéim va dich vu 17.5.1 Kigm sodt sn xuét va cung edp dich vy |s.2.4 Theo dot va do ludng san phim .7_Kiém soat dau ra khdng phi hgp [8.3 _kiém soat sin phim khéng phi hgp bsi.Su tung quan giifa ISO 9001:2015 va 9001:2008 pan ofé tat qua host dOng (chi c6 theu a@) 1-1 Theo di, do Wwdng, phan tich va danh gid (chi 66 tidu a8) . Bo Iudng, pln tich va eal tidin (chi 6 ti€u 48) 11 Yeu cu chung ls.1 Yeu cu chung '8.2.3 Theo dai va do Iwang cac qua trinh 19.1.2 Sy théa man cia khaich hang [s.2.4 Sy théa man cia khach hang 'o.a,3 Phan tich va anh gid fs. Phan tich ao nigu (9.2 Banh gid ng bo [5.2.2 Banh gla nOt bo 19.3 Xem xét ciia Hanh dao ls.6 Xem xét etia Kinh dao 110 cai tién [s.5 Cai tin ((chi c6 teu a8) 110.1 Yéu chu chung la.5.1 cai tian tian tye 110.2. Sy khong phi hgp va hanh dng khde phuc 5-3 _Kidm soat sin phim khéng pha hgp 3.5.2 Hanh déng khde phuc [10.3 cai tign én tye 5A Cal tién Hien tye bsi. 4. Boi canh cua to chirc Trine Na Cro 4.4 Hidu té chive va béi cénh cla té chive Té chive phai: >Xac dinh cdc van d@ bén trong va bén ngoai ¢¢ lién quan dén: oMye dich oBjnh huéng chién lvoe > Xac dinh cdc van dé anh hwéng dén kha nang dat dug cac két qua mong doi. > Theo déi va xem xét théng tin vé cdc van dé bén ngoai va ndi bo. ust rronnenr bsi.CPE Xe Ree E MoM t ce Trong twang lal, cdng ty VST 98 tré thanh cng ty san xudt thap khéng gi trén toan odu khong Nhiém vu penecanlah at due y tg Pe ea ttc ee ran in el ig neg su ci pt 15 tue kon rgd a 6 doe ron i Ot 8 cca anh ee wud a ‘ofbing cleh einige edn) age se tv el Lam vge or nn wi ae, anh thes, hoot dng sng loo (SS), vi td Nd ning e& aan. > Tema wc ty ta ruthie Cn y Nan > Inch ech iba cba nt ee ree en bite a gyn vi ein a bsi. @Q Trae: bac O40, Phwong phap danh gia SWOT a oe = | ace oe MOI NGUY bsi. @PMY eine een: 4.2 Hiéu nhu cau va mong doi cua cdc bén quan tam > Xée dinh: sulle a. Gée ban quan tam 66 én quan dén QMS qa. b. Cac yéu cau cila cdc bén quan tam ED — company es «x + Theo déi va xem xét: ‘o Théng tin vé cac bén quan tam co Cac yéu cau lién quan cua ho. aes £s G Tra tb bv Om 4, Boi canh cua to chirc h pham vi ctia hé thong quan ly chat lvgng Ranh gidi ‘ota OMS a) Cac van a8 bén naoai va néi bé (4.1b). Thiétlap b) Céc yéu cdu cia céc bén quan tam lién quan (4.2) & nets) ©) Céc sin pham va dich wy ciia t6 chive. ie ning cla aN ————________4 > Ap dung tat ca cdc yéu cau néu duge TTVB - Pham vi > San c6 va duge duy tri & dang TTVB QMS phai: > Néu 16 cdc logi SP&DV > Gidi thich cho YC nao khéng ap dung een Tar Me dn iCRE Sy MemcMesltyes hat lwwgng va cac qua trinh cua hé théng 4.4 HG théng quan 4.4.1 Thiét lap, thyc hign, duy tri va cai tién lién tuc QMS Bao gdm cac Qué trinh cn thiét va sy tuong tac Tosa = = = = QuatrinhB = -——— +! Quatrinh > = —— Aft Yr ta Oe Ci cdi ttss eeeecce) 9eat Ceo Handling & Storage Ger tatton) (iets Reon eit Delivery ern Satisfaction Customer, Market & Stakeholder Feedback ‘abr men tc Om 4. Boi canh cua to chire 4.4. H@ théng quan ly chat lwong (QMS) va c4c qua trinh ctia hé théng 4.4.1 Thiét lap, thy hign, duy t” va cai tién lién tuc QMS Cac qua trinh can thiét & 4p dyng céc qué trinh nay, phai: ANP Dg | 6. TIOU chi, phuong phap van x hanh va kiém soat (gdm Cac chi s6 hoat dong; Phuong phap theo dé, do lwong) brid a. piu ee is a mong She g. Danh gid > Thay doi dé dat dau ra mong di h, Cai tién Qua trinh > Cai tién hé thong “4 Tah eu ie eh4. Boi canh cua to chirc 4.4 HG théng quan ly chat lvgng va cdc qua trinh cia hé théng 4.4.2 Theo mite 46 can thiét, td chive phai: a) Duy tri TTVB dé hé tror van hanh céc qua trinh. b) Luu git? TTVB dé khang dinh rang cac qéa trinh dug tién hanh (oerontpubieatonaet) bsi. Pee ue oso 5. Sw lanh dao 5.1 Sy Kinh dao va cam két Ey cevy etch anim vb i Pweg coe Xam nas csct VaMTCL. 5.1.1 Téng quat Lanh dao cao nhat dam bao o am bao aMs at dupe két qua ‘mong d¢i “ie gs Occ@ 6.1.2 Hwéeng vao KH | Lanh dao cao nhat i dam bao oo a. Cac yéu cau J fs c. Sy tap trung | duo xac dinh, b. Nh@ng rai ro vao vige nang | thu hiéuva dap |yacohdidwoe | cao sw hai long | ng baa cach xde-dinh va di nh e | | cia khach hang nhat quan’ woe. || duoc duy tr “et | y* bsi. 5.2.1 Thiét lp chinh sach chat Iwgng y §.2.2 Truyén dat chin sdch chat Iweng Lanh dao cao nhat Thiét lap-Thye hig ‘a. Phil hop véi mue dich va béi eanh va hé tro’ cde dinh hu6ng chién lwoc b, khudn khd cho vide thiét lap cae MTCL c. cam két théa main cac yéu cau Duy ti CSCL: d. bao gm cam két cai tién lién tuc hé théne a) san cé va Duy tri TTVB b) duye truyén dat, thau hiéu va dug ap dyng c) san o6 cho cac bén lién quan, khi thich hep5. Su lanh dao 5.3 Vai tro, trach nhigm va quyén han trong td chiro | Lanh deo cao nhét dim bao: |reaen nhigm & Quyén han chases duoc phan céng, truyén dat va thdu hidu. tin cna dh aid ra a. dam bao Hé théng phi hgp voi céc yéu cau cita tiéu chudn b, dam bao rang cdc qua trinh cung c4p dau ra nh dy kién c. bao cdo vé viéc thyc hién Hé théng va co hdi cai tién (10.1) bao céo dén lanh dao cao nhat. d, dam bao thie day vie hwéng vao khéch hang Responsibility 2. dam bao rang tinh nhat quan cia Hé thong duge duy tri khicé sy thay adi bsi. M6 hinh 5 mic d6 Linh dao Quin phat tin ina ‘ra an che6.1 Hanh déng giai quyét rai ro va co hi 6.1.1 Khi hoach dinh QMS. Xem xét cdc Me sinh ofc. emxétose |?) Ee van a8 (4.1) ae gia a. Bao dam Hé théng cé thé dat duge két qua dy kién b, Gia ting cac tac dong mong muén ¢, Ngan ngiralgiam cdc téc dong khéng mong muén 6.1.2 Phai hogch dinh: a. Cac hanh déng dé giai quyét cde ri ro va co hdi b, Lam thé nao dé: 1] Tich hgp va thyc hign cdc hanh déng vao trong cae qua trinh (4.4) 2] Banh gid higu lye cua cdc hanh dong nay, d. Dat dugc sy cai tién bsi. Hoach dinh 6.2 Myc tiéu chat long va hoach dinh dé dat duorc muc tiéu €.2.A Phai thiet lap cdc MTCL tai: = Cc cp, bd phan Bimkerccs erent ate Dene tas otetuoT ony eee cea che ning Ae 9, Buge cép nhat khi thich hop. - Sde quf.tinh Pine near CoN renee MTL phat doe cy ti TTVB. | 6.2.2 Hoach dinh cdc thie dat duoc MTCL: a. Cai gi sé duge thy hign b. Ngudn lye nao 66 duoc yeu cau ©. Ai sé chiu tréch nhigm d. Khi ndo chting sé duoc hoan thanh e. Két qua sé dug danh gia nhu thé nao bsi.6. Hoach 6.3 Hoach dinh sw thay déi a), & Phai xem xét: ‘a, Myc dich, cac hau qua tiém an Phai duge tién hanh b. Tinh toan ven cia Hé thong mgt cach hé théng va —_¢, sy sin cé cdc ngudn Ic 66 ké hogch (4.4). d. Vigc phan bé/tal phan bé trach nhigm va quyén han. nes nhu cau cho cac thay déi déi véi QMS. bsi. GiGi thiéu mé réng NHAN DANG, PHAN TiCH RUI RO TRONG QUAN LY bsi. War au ieKIEM SCAT RUI RO TRONG EQMS eae ee Nia Sees ara essing ifn ‘oun Nag ptasarhce Reeser Fata Pr. Ns Ee Oh Ri ro (RR) = Risk (2:79, 190 3000 vi 1S0 Gul 73,190 33000 -2.1 RR: effect of uncertainty Tac d6ng ctia sy khéng chac chan lén cdc déi tugng muc tiéu (tai chinh, chat Iuvgng, an toan, stic khée, méi trudng, ...). ‘wa al OscRui ro (RR) = Risk (279,190 S000 va 189 Gude 73,150 31000 -2.1) Hau hinh bsi. ‘ar ma ee oh Co héi Opportunity: A positive effective of uncertainty Tac d6ng tich cu ti su’ khéng chac chan Co hdl 13 sur h6i ty mét sé diéu kién thudn Idi dé dat dude muc téu tal thai diém cy thé. Vd: Thién thdi - Bia Igi - Nhan hoa i. Rii ro va co’ h6i l& nhting tac dong mét sé didu kign thuan loi va ca sy khéng chac chan & thdi diém thye hién myc tiéu bsi. Ta Mis ie toeA.4 Tu duy trén nén tang rui ro (Risk-based thinking) Quan ly rui ro (QLRR) (ISO 31000-2.2) Céc hoat déng diéu phéi dé dinh hung va kiém soat mot té chifc v8 mat ri ro. bsi. A.4 Tu duy trén nén tang rai ro (Risk-based thinking) Rai ro va Co’ hgi Chap Bi méi, Inan/Chi: nae ae thay adi sé rui ro id bsi. ran Mn chA.4 Tu duy trén nén tang ri (Risk-based thinking) Risk Base inti ue bsi. Tiara nm Osh QUAN LY RUI RO ->|ESTAGLISHING THE CONTEXT RISK IDENTIFICATION RISK ANALYSIS leneiea- ASSESSMENT| RISK EVALUATION bs RISK TREATMENT. (280 310002009) ‘auc Masa ie heQUAN LY RUI RO Anputs: + Cac véin d@ ni bé va bén ngoai = Cac yéu céu ca khdch hang va céc bén quan tim. = Dif ligu phan tich nhiing tac dng dén myc tiéu/két qua hoat dong then chét + Dif liu hoat déng ciia cde qua trinh or fue Pr oa Cr inh Wwong Per) ca er [ISO/IEC 31010, mé td ede cdng ey h6 tro qué Ij rif ro) ened bsi. aa tanec ANH GIA MUC 6 RUI RO Tan impact Anh huéng sual en Srey oft | Probl of Ocoee $5 [Caaswophic [05 [requ 4 [ete (04 [Pott $3 [Seo (03 [Occasion 52_|vinr (02 [Rencte Si [egg (1g si. b:Likelihood Vi dy danh gia kha nang xay ra rai ro. a Deseripter Probability of occurrence 1 ImprotabiemRenie 5% i one year or once in 20 yous 2 UnlitelfMighthappen—_$% fo 20% in one year or one in 15-20 yeas 3 Possible 20% to 40% in one year or ance in 10-15 yeas 4 Good Chance 40% to 50% in one year oF ane in every 5 years 5 ProbableLilely 50% to $0%in one year or once in every 5 years ‘ Name Definitely/Certain > 80% in one year or once every 1-2 years Ten ps Be neh Vi du danh gid kha nang xay ra rui ro eription [Almost Certain vent wil Occur on an annual Basis oF more Likely vent hes occurred several times in your career (ance every 3 years) [Possible ot comrion, the event has occurred In your career (once every 70] ars (Uaikey Rave sard of something ike this occurring (once in 30 |Concoivable, but most unikely (ones evory 100 yearsb: Vi dy danh gia tac d6ng ctia ri ro et esripor (sata mipact Wiainaron Taian Insp pact om apt Slight or $Sor%afdall oss Mince SS recenuetos Miso it oc Moterts Sor Yodo os Shor erwvons lose foro mambo est Moser rpc ne igh SE" ofl os ‘sone rvene loee frertool mame es Natit ict on epi Very High $8 oF dtr toss S3 even os Heed af mene on ton cipal Severwor Sor ofall Gomnophic “SSarderecene os erent manner ox ‘Qaatenve ipa eserves dimuon ‘Adverse renton by aeted members ‘ow enters atte Dhosncee Darton 1 iy _Advereweution by menbors Some members ected Regulatory itention sions Disp ‘Adware ertlon in news ‘ony members anected Regulatory warning Doses upton 2-7 dye ‘Masters tented Regulatory intervention sins Daron fnger tan 7 days Loa of repsttion Avmaber acted ‘Cease Opening [Geeaaptie impacto capi ot Recover Service re tas ba OH Vi dy danh gid tac d6ng cua rui ro a ret a Prime oad — ee erane Pete vo iia coe ae prise el aT REET Pe amet mana” fear” fost, ftaar pac ti seme Fae paren age fos oe ee Ee : PRT bar aT Rp ET a a eA ag te |, pactice peeces” Rete fa Fett nn me re focovey, feud sgnicance a [>venety wah prosecutor a fee = a a a oon ln og lg a =e Eesece fecue a Salas rican a Pak, EE Biss, fi bea Lote Renae (os = mete, feeae” pamecs foseimeoteer eae Ra Bxbsi. manne | ies The ang a? BANG DANH GIA MUC DQ TEN GOI (S) FMEA 1 FMEA ‘SAILOUTIEM AN VATAG BONS (FMEA) aes a COM FMEA - vi du CREMEA ARCS Hea RONG QUI TRINH ied uns VEN COS) TORT SLE TENS UREN SO [a T esas rane aT se leat gta ° san) fs sit ing echo Ta i cs me any ini) 5 eter ‘satan fin ns Liane net ene Roe a 9s 7 witch fenestrae Muse | oa. fc st deg ae “tec gan chebsi. FMEA - vi du BANG DANHT GIA (0) DO PHAT SINIT FMEA CUA QUITRINT, TTREMEA AcbEO CEPR tH td ee gn BAF VL = | TiN syed (ame tsa) oo ‘i 9 pa sinh 06 BORD aeoR=K Ty eswebude din | eA * isso |sivcSedichg tong nn | __—_ 211 snare wal aT sasin| 200 | By beng a aaa pe a Teal ae rd, yt Sn sgt seonrm] 20 | * mu a tT ~ ‘se, I caMBnERDBLTCLS weed suey | rn: avo FMEA —- vi du nae Dnt cis a9 MCC 9 KIEA TRA PE QUT tra ai gu -cH rewe | taatneetans matteat | Oe, a misters id [ae a "Ri i em ce | ly Binepumeetgenitenithie SN att iy 7 ‘ae Min iebsi. bsi. FMEA — vi du ih aus ec Gidi thiéu md rong HE THONG KPIs, MUC TIEU BE KIEM SOAT CAC QUA TRINH “at io chi4A ¢) Tiéu chi, phwong phdp van hanh va kiém sot: Gdm céc chi sé hoat dong + Phwong php theo di, do Leng 6.2.1 Phai thiét lp cdc MTCL tai cac cdp, bé phan chic nang, cho cdc QT bsi. (Ce mye tBu » Talchinh > chat irgng eee ernest ae yO ct Quinty howe Ceca) CoCr) dugc Couey CRD Quéttrinh ‘usinoss KPIs, Safety Performance ‘uaty Performance Cost Performance Delivery Performance Pape Performancecul tien ci My CHC OTB KPIS Bo lwdng y Van hanh QT bsi. "te: a cm Cc bén quan tam “PIs” c6 thé cd. > lua chon KPIs coon | | vere | coca avon tin| 84} petormance | win in Sek | "209 | Tatar) | quan a Hoach dinh bo éojthdng tin ‘rt ga chKPIs cua cac qua trinh bsi. ar Me Han oa On i Do lwéng & cai == External Supply Schedule Adherence so Ir ; Oe Ds ee 27 de ww nai! pl Sore bsi.Trin khai KPIs (cascade) Who When How Teams (team leader) Daily? Dept. management Weekly? team (Managers) Site management Monthly? team (Site manager) Region management Quarterly? team ll bsi. tren ne, rarer 7.4 Ngudn hye Kha nang, han ché ? Ngudn Kye nao can cung cép bén ngoai? 7.1.4 Yéu cau chung TAD Nhan tye 714 Mal trueng cho vige van hank bsi.7. HO tro’ 7.4 Ngudn Ivo | >Thyc hign H@ théng TAS >Thyec hién- kiém soat i qaliti Nhan lye ia trinh > Cho vide van hanh Qua trini a. Nha xwéng, phuong tién b, Trang thiét bj + phan mém c. Ngudn Ie van chuyén d. CNTT, truyén théng. 74.4 | 3 Vanhanh Qua trinh Méi trong | > Dat sy phi hop cia | a, xa héi cho vigc |, SP &DV b. Tam ly van hanh c. Vat ly bsi. F een iey 7.1.5 Cac ngudn lye theo déi va do long 7.1.5.1 Yéu cau chung Nguén live dé dam bao cdc kSt qua xéc thy va tin cay: a) phit hyp voi cdc loai hinh TD & BL b) duy tri dé lién tue phi hgp véi myc dich 7.1.5.2 Kha nang truy vét viéc do lwang Khi truy vét do Iuong 1a yéu cul thiét yéu: igu chuanikiém tra xao nhgn (tidu chudn quée gia’ quéc 18, hoe can ci?) b. Nhan biét tinh trang ¢. Git gin, bao ve Hanh dng khi thidt bf do khong thich hop [ TTB - can cue higu ehudnviiém7.1.6 Tri thire cia t6 chtre ‘S68 hou tri tug rer ——Nguén ngi bp Nguén bén ngoa) ~~ = Kién thire & kin nghiém khéng_ van ban < két qua cal tién Caged Sr rere Dey Cee hanh cac qua rind COCR Oy kes Girt et rr REA Bai hoe tty dy an Tir hei nghi Sry Br: ater Sheet) oir) bsi. ‘Hake Ma 68 Om Tri thie: ngudn Ic chinh cia Tinh vc céng nghigp hign dal Ree mk Peo C MA) cane Mes 1 Kids thite 18 ngudn lye hiém ‘= Thitrwng kin theeithdng tin nd In TR] tin va trao doi Lite h * Gigo deh nhan hen * Chi phi giao dich thép hon / = Su canh tranh toan chu va nei dia = Qua Irinh hgc tap nhanh hon *» Su mn bach ota thong tn tod chu = Kiém_sodt toan edu v8 qua Uinh kinh doanh bsi.Phuong phap Probst et al trong dy an quan ly kién thirc can Secu (eons femunion tye Oren ‘hue ean et bsi. alr Ms Ho Oe On 5S Lgc va di doi “Luong khéng cdn"(cda nhong 1SEIRI— SANGLOC Vie cn) ra hdl not lam vec Nhitng vat nay phai duge sap xép “trong diéu 2SEITON SAPXEP kién {6f"(sén sang dung) va “dim bio an toan” (khong bj ding sal dé ngan ngura sy’ cé) Gite MM -TB, méi trudng kim vige sach sé. Thu 9.SEISO SACH SE — luym réc ma “kidng dé lung tung”, lam sach byi ma “khdng hu hgl san phar”... Me réng Khai nigm sach sé va tiép tuc thyc hign duy tri 35 trén. Duy tri v6 sinh 6 mie cao. 4.SEIKETSU SAN SOC Vel nhiéng nha may moi thanh Iép thi “nhing S.SHISUKE SANSANG quy téc, quy djnh, tiéu chudn céng viée” phal duge lap ra trade. Troe Hea Ce5S HUONG TOT bsi. ome etc THUC HIEN CHUONG TRINH 5S ‘ Thy hig! chun) 2m ne a — shang. ngay : bsi. ‘dre gre csVD: QUAN LY TRUC QUAN Pee Pere eee eee bsi. bsi.7.2 Nang lye 7.3 Nhan thiec a. Nang Ive 7 {Anh hubng Performance & GMs) nfng Kinh nghigm ?. es | usin | Whang b —————— SS hé cua | | ngwei dire . Hanh dong dé dat dug nang lve Fareed ee rot Bao taohudng din fbb trilal_/thué muon soateuatd |) dian = - Dong 96) | yao Ha _—<——____5 l * Cac loi ic d, 2% TTVB « chieng minh nang tye. ED cal te bsi. oe arr ah Ou VAehires 7.4 Trao d6i théng tin Mie toMsle)} thong tin ve bén ngoai i » Dibugi td chic sé truyén dat » Khi nao phai truyén dat 9 Truyén dat cho ai « Truyén dat nhw thé nao » Ai truyén dat7.5.1 Yéu cdu chung Hg théng QLCL phail 7.5 Théng tin dec lap van ban K /\ 4 17.5.2 Tao mii va cap nhat | eee VY 7.5.3 Kiém soat TTVB | Phal dam bao: 7.5.3.2 XW ly cac hoat dong sau: a. Phan phéi, truy cp, thu hai, sir dung; Nhan biét & Kiém scat TTVB bén ngoai a, Nhgn biét va mé ta thich hop. b. Binh dang trinh bay thich hop c. Xem xét va phé duyét 7.5.3.1 Dé dim bao: a, Sn c6 va thich hgp cho vige st? dung, b. Due bao ve day au b, Luu tri, bao quan & dam bao sy ro rang ¢. Kiém soat sy thay dat (vi dy kiém sost phi d. Luu git va hay bd. TIVE lam bang ching > bao v@ tranh bj stra ddl ngo: a. Xe djnh yéu b. Chuan mye cho QT? SP&DV? +Kiém soat thay 4 + Hu qua k mong muén + Hanh dong giam anh huéng tiéu cye _-d. Kid soét ofc QT: — << Phihep ede chudn mye? 8. Van hanh 8.1 Hoach dinh va kiém soat van hanh ¢. Cée ngudn lye ? EC eres “Qua trinh (4.4) > Bap ing yéu cau san pham & dich vu > Thyc hién cac hanh dong da xdo dinh (6) “ Ké hoach phai phir hop véi hoat dong Ceres ‘\ Kiém soat cdc > qua trinh thué €. 23 TTVB dé: diacingoal(es): trinh da duoc thye hign ig theo Ké hoach > Chiong minh sip phii hop voi yeu cduQuan ly theo ké hoach kiém soat BANG KE HOACH CHAT LUQNG (QC FLOWCHART) avi bsi, Dunglp ran vO xe x Gia cing vd hose tiga ince = Tar ete Rison z Ean tinh dig ‘ar Ps ne cn —— Pro Keo fH : on x erie adnate = { rp cae bo hin cont (remanianes Chas toons] ‘igi wa vin hn vl chattvene Thre win dma = Duaxe wo bal daa Wardecau d6i vor u (8.2.1 Trao d8i théng tin voi khach hang | (82.2 Xtc ainh cde yéu cau lien quan SP&DV | Bao gdm: » Cung cép théng tin SP&DV » Xie ly cae yéu cau-hgp déng'don dat hang, nhérng thay aéi. aYeuchu Pambaoyéu ~ p yeucta ‘ audi v6i Lage jn » Thu thap tin phan hai cia Khach hang, ké dive) SpaDV bao \ oan 4 : spapvy _/ SPE 2 ca céc Khiéu nai gom: 9 Xivly/Kiém soat tai san cla Khéch hang » Céc yéu cau cy thé cho cdc hanh dong tng phé tinh hudng bat ngo. ‘a ne a 8.2 Yéu cau déi voi san pham va dich vy (tt) 8.2.3 Xem xét cac yéu cau lién quan dén SP&DV en ge ue AHR Cee Ln ce) nd Rac Ue Re en) FT nak ae ae Le Cre eer ens a Peer es BSL] Bee ea ET Pee MEU a key pre cec ei j Cmts ea) | a) Két qua xem xet ey eane in artame | 2) vou cau moi Poets . = Bam bao nhan thc 4 Cac thay adi yéu cau Dam bao TTVB lién quan duo higu chinh bsi. @ 8.2.3.1 Bam bao kha nang dap eng 8.2.3.2 TIVE |CAE 8.3 Thiét ké va phat trién Marta) pham va dich vu 8.3.4 Yeu cdu chung { Thiét lap - Thy hign - Duy tri qua trinh TKAPT | 8.3.2 Hogch dinh thiét ké va phat trian ‘a, Ban chat, thoi gian Mirc 46 phiec tap b. Céc giai dogn thiét ké can thiét H ¢, Hoat déng Xéc nhan gid tri sw dung Hoat dong Kiém tra xc nhan. | d. Trach nhiém va Quyén han H @. Ngudn lve Noi bé & Bén ngoai bsi. 3.3.3 Dau vao a. You chu Chive nang & Higu qua hoat aéng b. TKAPT twong ty . You cAu lust dinh & ché dinh 4. Tiéu chuniquy pham thye hanh , Héu qua ttm An eta sa 8 "Day dii - Toan ven - Khéng morhd Git quyét edo ttdu thuin “STTVB Dau vio | clia TKEPT. f. Nhu cau kiém soat cae méi twong glao giira nhéng ngwéi tham gia @. Nhu cau tham gia cua Khach hang & Nguoi si dung h, Cac yéu cau déi voi SP&DV 1. Mike dg kiém soat bor Khéch hang & Céc bén quan tm deyd uaiq ev : g 2 3 g ; I i vs). TIVB Ching minh yéu cu thiét ké va phat trién a4 duige dap ting ‘a Mn a coh 8.3.5 Daura ‘a. Dap dng yéu cau dau vio 'b, Day di cho qué trinh tidp theo . Yeu clu TD8DL + Chudn myc d. Dinh r6 ac tinh coa SP&DV (sie dung, diing céch va 8.3.4 Kiém soat thiét ké va phat trién ic bign phap 48 dam bao: 2. Xd dinh cde két qua cén det 8.3.6 Thay ddi thiét ké va phat trién ~ Ks Thay 48i trong sudt, hose sau TKAPT > khang 66 tée dong bat lot ii b, Kem xét: Kha ning két qua <-> Yeu cdu ¢. Thim tra: Outputs <> Inputs 4. Xe nhdn gid tr str dung: SP&DV <> Ay dung! si-dung_ { bsi. a. Cc thay 461 b, Ket qua cia © Quyén han théng qua di. Hanh déng ngan el8.4 Kiém soat SP&DV bén ngoai cung cap 8.4.1 Yéu cau chung. 8.4.2 Loai hinh va mic d6 kiém soat a, SPADV tir ane [= Bam bao Gua trinh bén ngoal ben ngost nam trong pham vi Hé théng edu thanh . Xée dinh vigc kiém soat: “ Ke eeee ~ 6i véi nha cung ofp a The hn STB i vi KBE qua abu ra cC 2 | Cac etn mye a8: freee ee praia a “ec MGtimat + danh gif, Wa chon | /), spapy CnMSee ben ngost te oe. Haan TeEEe | CBeTRCR, | ~ Hu htc ch bin ph am onteha tabaanp ganna] (680 | xe an vic Kr xc nny cong tp yb | | nan agg phat ih boinha.ce ) | _hoat déng khac bsi. @ 8. Van hanh 8.4 Kiém soat SP&DV bén ngoai cung cp 8.4.3 Théng tin cho don vi cung cdp bén ngoai wes, [> Bam bao sy théa dang cia cdc yéu cau truée khi théng tin | | > Trao adi théng tin véi cae Nha cung cdp ve: c, Nang Ive, bao gdm yéu cau vé trinh nhan gia trj siv dyng sé thyc hign, a. Cac qua trinh, san phdm va dich vu sé 46 cia nhan lye | duoc cung cép : | 4. Sy twong tac ctia Nha cung cép voi |b. Sy pha duyét: tb choc 1] Cac SP&DV e. Kiém soat va theo dél két qua hoat 2] Phwong phap, quy trinh va thiét bj dng sé ap dung | | 3] Chuyén giao SP&DV f. Hoat dong kiém tra xac nhan, xdc bsi. ©San xuat va cung cap dich vy 8.5.1 = . 5 * “bie tinh SPADV/ >) a eoonean gua, host ,. Hoat ding ) fr-8in 06 va xuat va cung dong giao Két qua cdin dat duge: ‘si dyn cp dich vy hang va gong sau giao lye TOOL hang. Grae era) Sey Peony rts Ciccone Tara Me a Osh Bién phap chéng sai léi Ddu higu canh bao: dén bao sai Idi, mau do = cho hang hong, bidu tuong, dudng chéo, déu higu bang tay, am thant, no \ bi, + Ty ddng héa phat hign THEN Ypucan po Tus hode sita Idi (role, van diéu ap, ...). bsi. Tan. oa chenake) Bre uraty Cornet 8.5. ar) Peron ie) poi Cel + Nhgn biét Phal xem xét: tinh trang + Kidm tra xéc + Bao toan dau a, You clu lugt cia Gau ra nhén ra dinhiché dinh, + Bao vé & Ba b, Hau qua tiém An, - Ket qua cia | + Vige nhén Baan & PA | |. trong suét cpanendevgesw | | vigexem dang duy s 3 | | qué trinh san i th xét céc thay | nhdtedaadu | |= TIVE Ve bao | | Sudta cung io et ei, | Tuy nae Hivnang? | | SPdich ww Sree |- Naya cho nguén abe fa Khong phar Geog @. Phan hdl cua KH phép thay tye hop. Bao gb f a6 motyened | ain = Nan bhp | | eg bdo inh — ee Neier el = Bao géi, lau tt pee |- Hanh dgng % i rye + K,soat t nhiérn ‘ingbaotn | canthiét try xét duge | |" TBac. ey, Co sd = Chuyén glaoivan enw obtrg muta | | ay sins [ngudn gée TREC cess | lenuidnabaove. | [enrooscubieons | | | bsi. @ S: Van hanh Nhan biét & Kidm soat aeEEeEeEeeeeeoe = A => Ngiin ngiva viée st dyng/chuyan giao - O Xi ly dau ra khong phi hop bang: = Chi khi ké hoach dwgc aN 2. Sita bi ae thanh tha dang ina fe b. Phan tach/Luu gid/Tra Iei/Binh chi soe = Tw khi duge phé duygt cua oat Th6ng tin dén Khach hang x cép cé thdm quyan/ Khach == ddura 4. Chap nhan nhan nhuwong Seen hang KhOng _O Kiém tra xé¢ nhan sau khi dau ra khong > yo MTT phi phithgp éuge stra ©) ¢bing chong vb sy-phahop RPP” Ap dung ké ca sau khi chuyén giao! trong hoge sau khi thy hign DV. 4+ Tray xuat ngudn gée dén gut ‘cho phép thang qua aTTve: a. M6 ta sy KPH a —/ b. Meta ede anh ang ¢. M6 ta trudng hep nhén nhuong / 4. Xée dh thd quyén quyét dink bsi. @9.1.1 Yéu cdu chung (kta qua hoat Tinh hidu déng cia Hé lwe cia Hé |___théng théng eerie Dia SE Cine ro sia a Khi nao pha tigh va danh gid phe tion va két qua tt hoat danh gia fs dng TD&BL a NaN Kd (een) bsi. o 9. Danh gia két qua hoat dong 9.1 Theo di, do lwéng, phan tich va danh g Cee erreur Ce eaue nr @ Theo déi cam nhan cla Khaéch 1.3Phantichvadanhgia ( Dovtiguva 4 W hgp cia SI hang vb me op thong tin tte yey eh He PEON, er p cng You clue host dong | /+» Mitre 46 hai long ctia Khach han wong aot then dsiva | //% Me 38 hal ong : do. oe | I) ) Két qua Hoat déng va Higu lve cua He) ‘ 4 Wf théng > Xée dinh phyong phap thu thap« ‘theo déi - xem Phan ne va < Tinh higu lye cia Hoach dinh | = Le i quyét do sit Kndch nang an hbl ve SPADV. Hop vi Khach nang » Hiéuli ja hanh dn \ ro & co hdi + Phurong phap cb » Két qua hoat déng cia nha cung cép thé bao gdm céc ky i" thudt théng ké, fae Nhu cu cai tién Hé théng Phan fe thi phn ‘3mbsi. bsi. Gidi thigu 7 céng cu théng ké La nhiing céng cy co ban rit hitu ich trong vie giai quyét nhting van dé phét sinh lién quan én chat lugng. @BiwAd Pato ) — OBI dristogram ) Tana: abn te cian LANG PHi REED, or 0 Poor Quality (CORO! Tio. a emCac cap dé 6 Sigma Muc tiéu 6 Sigma la chi c6 3,4 16i (hay sai sét) trén mét trigu kha nang gay Idi, sy hoan hao dén mirc 99,99966%. ap DO Si phan Triéu Léiphan Mét Sigma 690.000,0 T8F 000% Hai Sigma 308.000,0 30,8000% Ba Sigma 66.800,0 6,6800% Bén Sigma 6.210,0 0,6210% Nam Sigma 230,0 0,0230% Sau Sigma 3,4 0,0003% bsi. @ oe Pay er) Cg 9. Danh gia két qua hoat d6' 9.2 Danh gid néi bd TUT i a I + Tan sudt~ P. phap - Trach nhigm Lip iG hopen, || “Yau chu hogch apn va haces Thiét lap- thyrc hign- duy tr Catrinh aia | em xét: Tam q. trong cla Qda trinh y ‘aI > Sy thay ddi-K.qua danh gid trvéc | [B.Chudn mye va pham vi cho méi lin danh gia ¢. Lua chon Banh gid vién va thw hin danh gi + Phai dam bao tinh khach quan va vo ty 4d. Bam bao bao céo Két qua dén cdp quan ly lién quan +(e. Tién hanh khong cham tr8 vige Khée phyc & HDKP = Bé cung cdp thong tin ‘a. Hé théng phat hop voi: + Yéu cau cia té chive ~ Yéu cAu cia Tiéu chuan ISO ib. Hé théng dwg _|thye hign va duy tri /B — Chuong trinh dénh gié va Két qua danh gid higu Ive i bsi. @9. Danh gia ket q Lénh dgo caonhét phai Xem xét dinh ky H§ théng d8 dam bio tinh; * Lién tye phu hop +Théa ding + Higu lye +Lién két v6i dinh huéng Chét lwong ERPT her) 9.3.1 Yeu cau Crary a, Tinh trang cdc hanh déng cila xem xet trude Céc thay déi cia céc vA in trona va bé c. K6t qua hoat dong va higu lye 8 cdc xu huéng vez 1] Syh8i lang cia Khdch hang va n tam 3 ua la. Cac co héi cai tién lb, Nhu cau thay adi ic. Nhu cau nguén lye ha TTVB - Bang ching vé Ikét qua xem xét cita Lah dai )} Mile 46. dat duce cae MICL 3] KQ hoat déng cia OT va sy’ phi hgp cia SPADV 4]. Sy'KPH va che HBKP 5] Céc Két qu’ theo dai va do hueng 6] Kt qué dénh gid a 4. Sy théa dang cia céc ngudn tye . Tinh hiéu lwe cila Hanh déng ajal quySt RR&CH (6.1) 2 {, Cée co hdi cai tién. bsi. oO g 10.1 Yéu cau chung Thay déi d6t pha_-~Lyfa chon co hdi CaP. hac phye & HBKP tién: > Dap ing Yau cau cai tién Hién tue di moi khdch hang > Nang cao su hai Tong ciia KH ieee ie) crt Pe) Ce tc) ‘Tél cdu tric td chic ERS) earn iat ES cniiicl ae enkaa. Xil If su KPI 1] Kiém soat & Khac phuc 2] Giai quyét céc hau qua [phan tich sykPH | 2X4 dink nguyen nha ¢ Thy hién hanh 5a cn thiét eer 10.2.2 TTVB: Sena a. Ban chat cia sy’ E KPH va hanh dng * HOKP phai tong xu6ng ti&p theo Vor tée dong cia sy KHP b, Két qua cita HBKP | e PROBLEM SOLVINGS gp _* Interim Containment Actions p_* Rot Cause Analysis “gp. * Corrective Actions 6p _* Validate Corrective Actions + Identify & Implement Preventive ActionsXem xét két qua phan Xem xét két qua dau tich va danh gia ra tiv Xem xét cla Hanh dao Cai tien Ras utente - Su'phu hop Sa eeentst SIT UM [tcl bsi. : o KHAI NIEM KAIZEN a ox A wicued es = & Hee a we Hasan =o “Tae work epaero ; tr woreanoe beta + suhotn 208 Te + snl tn an vo 886 bsi. &KAIZEN & DOI MOT Innovation Quality Productivity level ‘Ware Mt Osh CONTINUOUS IMPROVEMENTS (Rees Sigma ‘and bushest porspoctve » Understand the baseline process * performance Identity the erica! X factors and rool causes impacting process performances Develop solutions linked to orticalx’e Co Implement solufons & fi eae asiss) ? ‘contol plan 5) “ae gage chonChia sé kinh nghiém xay du'ng/cap nhat QMS bsi. Thar tonic TIEN TRINH XAY DUNG VA AP DUNG QMS panh gis La chifng nhan 4 Pang nib IR Thiét fp he théng . ee ‘Dao tao Lap ké hoach a Khao sat bsi_ Ta tu ic hambsi. HU'ONG DAN QUA TRINH XAY DUNG & AP DUNG QMS THEO ISO 9001:2015 KE HOACH TONG THE DU! AN XAY DUNG & AP DUNG. HE THONG QLCL THEO ISO 9001:2016 nung oy ne een [ol rience Tay are tea Tee Fee enere) leven] Tams Satis [asie 7 = | fst cnne ne aa Me tas Oe Om Kee HOAGH SOAN THA TATRU Mp thdne acco 1o 9001: 30te “alos. ana DiceThanks! “rer Nope heh es bsi. ..making excellence a habit” Tata Mei iTIEU CHUAN ISO 19011:2018 1-3, KHAI QUAT MUC DICH VA Y NGHIA Banh gia Hé théng quan ly + Danh gid Hé thong quan ly chat lugng - ISO 9001:2015 Danh gia cac Hé thdng quan ly khac: ~ ISO 14001:2015 - ISO 45001; 2018 bsi. eSo sanh Bang chéng “°° _» Chuan myc danh gid/ «Banh gia Tiéu chi danh gid ‘Sw khéng Khéng dap |_ phi hep Bap ting one Phu hop bsi. @ iN ‘A BINH NGHIA La qua trinh cé hé thong, déc lap va duoc lap thanh van ban dé ; ¥ Thu duge bang chtrng khach quan, v Xem xét bang ching mét cach khach quan, v Xéc dinh mic 46 ma céc chudn mye danh gid dugc dap wng. bsi. eNGU VA DINH NGHIA | Tiéu chi danh gi \ Tap hop cac yéu cau (3.19) duge str dung nhur mot chudn myc dé bang chung khach quan (3.8) durgc so sénh vai nd. CHU THICH 1: Néu tidy chi danh gid 14 cde yéu edu phap ly (gdm luat va ché dinh), cdc "Tuan thi" hose khéng tuén thi thong duge et dyng 46) v6i n6t phat hign dan gia (3.10). CHU THICH 2: You cdu c6 thé bao gbm céc chinh séch, thi tuo, huéng dn cng vige, yéu clu phép I, cdc ghia vy hop dng, v.v NGO’ VA BINH NGHIA | Bing ching danh gla | HO so, bao céo v8 thye 16 hoge cdc théng tin khae, oé lién quan dén tigu cht anh gia (3.7) va chung 6 thé kiém ching duoc. | Bang ching khach quan Do ligu hé tro’ v8 sy ton tai hogc tinh xac thyrc cla mot cai gi dé | wh CHU THICH 1; Bang ching khéch quan cé thé thu duyye thong qua quan sat, do, thir nghigm ho’c bang cae cach we CHU THICH 2: Bing chong kndoh quen cho mus dch eta vige Anh gid (3.1) thutng bao gm ede HB 20, bo cdo v8 thye t6, hofc céc théng tin khée 66 lién quan dén tiéu chi dénh gid (3.7) va chGng 06 thé kiém chong au9e. bsi. @THUAT NGU VA DINH NGHIA Nném aah gia J Mét hodc nhiéu ngudi tién hanh dnh gid (3.1), duge hé tre néu cn bai céc chuyén gia ky thuat] CHO THICH 1: Mot chuyon gla dainh aia (3.8) cba nhem dann gid (3.15) are cht dinh lam truting nhém anh CHU THICH 2: Nhém anh old 6 thé bao gem ete anh old vién tO ou. wen gia ky thuae 9 Ngwi (audit) cung cap kién thive hodc chuyén mon cy thé cho nhém danh gia CHU THICH 1: Kién thac hoac chuyen mon ey thé 66 len quan aén 18 chive, dm hast dong, quy tinh, sn phdrm, ch wy. tinh ehuyé nganh hege natn age ae did van hSa doe anh ola CHU THICH 2: Chuyan gla ky thuat cho nhém danh gid (3.16) Khong hoa! dng nh Génh gi vién (3.8), Quen sat ion ) Nguoi di cting nhém anh gié (3.15) nhung khéng hoat déng nhu mét chuyén gia danh gid bsi. e THUAT NGU’ VA DINH NGHIA | Sy khong phii hop, Sy khéng dép ng mét yeu cdu Nhu cu hoc mong dgi da due néu, thong la pha Ap dyng hoc phai tuan tha. ] CHU THICH 1; "Thudng [4 phai dp dung” 66 nghfa rng trong thye té thdng thudng hoae ca biét. nhu cdu va mong dol 46 phai dug cn nhac d8 4p dung cho t8 chire va cc b&n quan tam, CHU THICH 2: Mot yau chu da dug quy dinh la you edu da éuge néu, vi dy du6i dang thang tin vin ban. (théng tinrmang tinh chat ti igu), bsi.VA DINH NGHIA a annialal | | ppnatnientaan TE Cac két qua cila vie xem xét danh gia bang chlng danh gia (3.9) da thu thap dugc so voi cac tiéu chi danh gia (3.7) CHU THIGH 1: Ct pat hign adn gla cho ty ay pho hep (3:21) hope khong pha hop (8.22). CHU THIGH 2: Kb qui dn 8.66 h8 glip ng align 280 ro, eee dl tibn hoge gh nhn ee thre hah ‘CHU THICH 3 : Treng tng Anh nu oto yeu chu mang tinh eh dinh, ph Hn enh 1 dant 8 voe ar dng theo afc yu eA lust nhép node eke 3m quan Abn ay tae tad Hoe khéng tun tho. két qua clia viée dénh gid (3.1), sau khi xem xét cao myc tiéu dénh gia va tét cd céc phat hién danh gia bsi. @ CAC HINH THU'C DANH GIA anh gia bén thir nhat Banh gid bén thirhai Banh gi bin thirba anh gia nha cung ofp bén | Dan i chin ain vate goal cng aan anh gid céc bén quan tam bén | Banh gi te gta, ic goal khac vawong anh gia noi bo bsi. @C HINH THU’C DANH GI Banh gia ngi b6: Danh gid cua bén thir nhat Dugce thyc hién boi hogc mang danh nghia cia chinh t6 chifc. bsi. C DANH GIA Banh gia bén ngoai ih gia al Purge thc hign béi cdc bén quan tam, chang han nhw khach hang hode cac cé nhan khac dai dién cua khach hang. Q = Danh gia cla bén thi? ba: Burge thwe hién béi t6 chic danh gid déc lap, chang han nhw cdc té chive cung cdp ching nhén, t6 chic i ding ky phi hop hoic co quan chinh pha. si.COM aN niin Kem A RCIA | pan git MP Anh gid (3.1) duge tién hanh dong thoi tai mot don vi duge dénh gid (3.13) theo hai hodic nhidu he théng quan ly (3.19). CHU THICH 1: Khi hal hote nhidu hg théng quan Iy chuyén ngnh cy th8 duge tich hp chung vao mét no théng quan 7, né duoc go a he théng quan Ite hop. dibs inh a hbn ng ‘Banh gid (3.1) duge hal hoc nhidu td chive dénh gid tién hanh tai mot don vi duge danh gia bsi. © TIEU CHUAN ISO 19011:2018 4, CAC NGUYEN TAC DANH GIACAC NGUYEN TAC DANH GIA Nén tang etta sy chuyén nghigp > Bao dire ~ trung thye — tréch nhigm _ Ap aungtith craydnbiniva. una » Ohi thue hign dah gid kh aa nang tye nang phan xét trong danh gid inteatty, > Kndch quanicbng bangtkhéng thin v inh trye > Nhay cam véi cde tae a + Ap dung tuong xing véiz ay cam v6 rong © tm quan trong cia nhigm vy ‘©. syttin cay ella khéch hang danh gié e ¥ Béo céo phat hign va két lugn dann v8 cd bén quan tam ac ee Fete ‘916 trung thy, chinh xée + Ap dung kha nang dua ra cde phn, RLU sv Bo cdo cae tro ngal, kde bigt xét hep ly trong mol tinh huéng.~ 5, bye RAMANA / rts 2.Fair »\“ Trao Bi thang tin rung thc & ‘care/ Fesontation/ hinh xo, kip thoi, 16 rang, day ai fg ip hg hentiny NO x46 Mth rang ay son hay cong bang nghigp —— \ bsi. @ PRAT moe M@t cach tigp on dénh gif cé cén nhac ral a some hbo ro & ed hi S\ Gln trong tong vides dung va bdo ve thdng tn tu 4. thép duoc >» Cich tgp cin nay cin ch ph ding ki dn viéc bp Confidentiallt }s Khang sir dung vile ich o& nhan hodc lam 8 hal dn I hog, tgh hinh v8 bdo co dnh 9, ahi y [pits iop pies eda banauee ears © bio dim cute dénh ld tdp tung vio vin dé quan \\/TInhtin e8Y 7's, S55 hich hop nhong tng tin ny credo mat trong cho khéch hing due cn gis J = 7. Risk-bases toposes greet tetas (© dat myc iu inh gl = Pr in tang cho tinh céng bang 1a phuiong phap thich hgp 48 dat auge © Gyiden kkhich quan ciia két lugn dinh gid két lun tin cy va cé thé tai xée nhan { gpproach ~ Belp mo nat, mal ning he, Kang bin tie a nibp en ya thn vob miu thud I oh > ing hing anne xdc min xc | THR 7 Be MVS dit ndng 3 dich gl (= > Bing chithg dénh gid chi o6 thé dua trén cbc. ching dénh gid ndi bd, néiy t6 chute nhd, ‘ed mau cla théng tin ¢é sin, nén cBn dp dung viée thé dc fp hoan todn thi cn nd ive dé toa iy: rea bdo dim 46 tin cy cba két luda bd sy thién vj va thie By tinh khdch quan) dian gi bsi eTIEU CHUAN ISO 19011:2018 5. QUAN LY CHUONG TRINH DANH GIA Lap chung trinh danh gi | Tinh dn: UL. Nhieu dia aiém, eo si, chife ming/qué tanh thu ngoat | 2. Rui ro, ed hi cila bn durge déinh gid va hanh ong 3. BGI cinh cia bén dutye danh git ¥ Cc mye ve ¥ Cc vn b&n trong, bén ngo’l ¥ Nhu edu & mong agt Cc yeu cBu bio m@t va an ton théng tin 5. Uu tién vé nguén lye va phwfong phép anh ‘918 cho rill ro cao va ket qua thy hign thip bsi. Bao dam higu lye va higu qua, di véi méi ‘cuge danh gi trong chuang trinh: 2. Myc tigu cia chudng trinh anh gid 2. Cac ri ro va ed hdl Hién quan déin chung trinh dénh gid va cic hanh dng 3. Pham vi 4, $6 lugng, that lugng & tan sust 5. Loai hinh danh gid 6, Phufdng phap danh gid '\ 7. Tigu chi lya chen danh gia vién “8, Théng tin bing vin bn o6 lién quanCHU‘O'NG TRINH DANH GIA Lufu 46 qué trinh dé quan ly mét chuong trinh danh gid (téng thé) bsi. LN Quan ly mét chung trinh danh gia (Diéu 5/ISO 19011:2018) NoncH ORM THUGHER Thiét lp chuvong trinh anh gid: Vai trd-tréch nhiém Nang Wwe Mite 46 chucang trinh ¥ Navin te a ‘ong ia ‘to Thyc hign chuténg trinh danh gid Myc tigu, pham vi va tigu chi (cho dv) ¥ Phutdng phép dénh gid Thanh vidn dodn ¥ Trich nhigm truéing doin Quan iy két qua anh gid Quan if 6 sa ¢énh gis bsi.TIEU CHUAN ISO 19011:2018 6. TIEN HANH MOT CUQC DANH GIA Dae one oy Luu d6 tién hanh mot cudc danh gia (Diéu 6/ISO 19011:2018) in de ban au |PXée ain tin kha th 1 4 Tin hanh Sannsa q 65 Grudn of 8.8 one anann HOACH OINH THUC HENa CUOC DANH GIA Banh gid ban dau v y v * Tigp xtic ban dau: Kénh trao déi théng tin, thm quyén thyc hién ‘Cung cap théng tin lién quan (myc tiéu, pham vi, thanh vién..) ‘8p xép lich trinh danh gid va cdc diéu kién ‘Yeu cu tiép cn théng tin cu thé v8 RRE&CH va cae hanh déng ¥ XAc dinh céc yéu Su lust dinh & ché dinh ¥- Théa thuan vé dia diém, stfc khde, an tan, an ninh, bao mat théng tin, Théa thugn vé doan danh gi, céc thin vign khéc va nhu cu vé ngudi dan duéing, phién dich, ¥ Xéc dinh bat ky RR cy thé 461 véi bn duge danh gid lién quan |] > D8 xuat va théa thuan gidi phap: Giai quyét céc vain dé lién quan dén thanh phn doan danh gid || thay thé khl khéng kha thi cuéc danh gia: > Xem xét tinh day di va thich hep cia théng tin > Su hgp the day du cla cdc bén > Tinh day di cia nguiin Wye va that gian (lwu 9 CNTT) bsi. TIEN HANH MOT CUOC DANH GI. hanh mét cudc danh 6.2 Dann aie Sic hoot dong Sanngia (4 Tian han cic hontaona Senn ais + Tidn hanh xem xét TTVB 1p cn dya trén Rul ro 4p ké hoach chi tet nan eng cdng vige thudin bl TTVB HOACH BINH q re genes, Suecaunh sia" HANH OONGTIEN HANH MOT ee TKS Chuan bi cac hoat déng danh gia - Tién hanh xem xét TTVB ¥ bé hiéu hoat dong va chuén bi danh gid ¥ Téng quan vé mifc d6 TTVB va xéc dinh kha nang vé mifc 4 pha hgp ¥ CAn xem xét béi cénh va nhéing RR&CH fién quan cia t6 chife duige danh gid bsi. e O Trach nhiém cia triréng doan danh gid. 1 BE lam cd sd phing ngifa va théa thugn véi cdc bén, O Tiép can RR dya tran vige cn nhac dén: ¥ Thanh phn doan dénh gid va nang Iu téng thé ¥ Sy thich hgp clia ky thuat lay mau ¥ Chung trinh dénh ga ¥ Théng tin dang vin ban ¥ Ca hi nang cao hiéu Ic ¥ Rui ro d6i véi: + vide dat duge mye tiéu + vic lp ké hoach khéng hiéu lye < ¥ Sy tuzong téc, cde muc tiéu, mite 46 uu tin Kkhi danh gia tich hop bsi. e@eT oe Chuan bj cc hoat déng danh gid — Lap ké hoach danh gia chi tidt 1, Pham vi ° am edt | 2. Mye teu oO Quy md cia kB hogch 3. Chuan myc dénh gié & théng tin van ban O > Banh gid ban dau tham chiéu J, = Banh gid tiép theo 4. Thdi gian danh gid > Banh gid ndi bd 5, Thanh phdn doan dénh gla & val tro [VTxao adi chong tin > Danh gié bén ngoal 6. Phyong phép danh gia, lay mau “Teahinay sap het 7. Yeu cau khac (phan bé ngudn lye, yeu cdu fave Stak, at chuan bh...) (Yat guyé v4 Lich trinh (théi gian - c&c qua trinh - gon vi) 2 [a [rasan oti [esinainas [paamcona Se) C DANH GI. __Chuain bj cdc hoat dong danh g = Phin cing cong vee] U Banh gid céc qua trinh, hoat dng, chite ning, cac dja diém cy thé O Chi dinh thm quyén ra quyét dinh khi thich hop C Vai tré va tréch nhiém ciia ting thanh vién trong doan danh gid OQ Hop nhém danh gid dé sap xép, théng tin bsi. eoTIEN HANH MOT CUOC DANH GIA [ = Chuan bj cac hoat ~ Chuan bi checklist danh gia LisrpANH GUL THONG QUAN EY CHAT LATONG ¥ Check list (danh myc kiém tra): Dang vat Wisé Y Quy dinh chi tiét vé Idy mu (néu 6) J ‘Théng tin dang ght am, chyp hint ¥ Luu TTVB khi hoan thanh vide danh gid (6.6) =e ¥ Bio v8 TT bio mat / ac quyén titi mee Ngoai ra cé thé co Biéu mBu ghi nh&n phat hign dénh gid © 180 9001: 2015, 1S0 14001:2015, cdc van bin pphdp ludt lién quan, © Bay HTQL, céc quy trinh, huting dn. bsi. == Se 62 Bann gla Samah Y 22. chudn pl Gann gla =ayaee! 68 Chudn of 6.6 Hoan nan warpnon pret feuge anh gia HOACH DINK, THUG HIEN KIEM TRA HANH BONG.fs @) O aya f\ hanh céc hoat déng danh gid Tién vien, huéng dan vien) e Hop khai mac s ¥ Trao doi théng tin trong qua 5 trinh danh gid anh gid z > Xem xétTTV3. v Sif sén c6 théng tin danh gid Thu thép vac minh th8ag tin vA vide truy ep ‘Dua ra phat hién danh gia bsi. e Tién hanh cac hoat d6ng danh gid - Hop khai mac Tréng Doan anh gia an > Gidi thigu doan danh gia va val trd > Néu mue dich, khang dinh pham vi, tiéu chi > Giai thich phuong phap aanh > Khang dinh ké hoach, phan bé nguén lye > Khang dinh cdc kénh théng tin, ngén ng > Cac vn a8 bao mat, an toan, an ninh, méi trudng... > Xac nhan cde cac hoat 66ng tai co’ sé c6 thé anh hwdng dén cudc danh gia va nhing anh huéng khac, > Gidi dapTIEN HANH M ee EN Tién hanh cdc hoat dong danh gia—Danh gia _| > Xée dinh sw phu hep cia hé thong > Thu thap théng tin dé hé tre cdc hoat déng danh gia Xem xét théng > C6 thé xem xét lai két hop cdc hoat dong danh gia tin ed khac, c6 thé tiép tuc trong suét qua trinh danh gia van ban > Xie ly néu TTVB khéng dugc cung cAp day du trong khung thdi gian dug néu trong ké hoach danh gid? TIEN HANH MOT PUT KC Tién hanh cac hoat déng danh gia - Danh gia ( Nauin théng tin > Bana china danh id | (Thu thap bang phutong phap lay meu thich hgp) eT Thu thap & Xac minh thong tin So sanh véi chuan Danh gia | "mye aanh gid 1 Phat hién danh gia | | Xem xét lai bsi. Két luan danh gia .& Xac minh . théng tin Str dung phéi hop cdc plurong thite dé thu thaép & X4c minh théng tin Cees 8/) > Truy xudi DC er ie ue CAEN) > Truy nguidc Peel es > Béc mau ; bsi. @ TIEN HANH MOT CUOC DANH GIA Tién hanh cac hoat déng danh gid — Khoi tao phat hién danh gia > Sy phi hgp — Bang chifng thuc hanh tét > Sy khéng phi hgp — Bang chifng hé tr > Ghi nhan ¥ Tuan this/Ichéng tuan thd (yéu cau ludt ajnh va ch ainh) aa eee OS tr Reet ‘4c khuyén nghi kkhac Soren rd > Phan loai sy’ khéng phi hgp: + Thy vo béi cdnh cia t6 chic va cdc rbi ro + Dinh luong/Dinh tinh (vi dy 4-5/Minor-Major) bsi. @> Mite 4 phi hgp véi chudn myc danh gia va nhitng diém manh > Higu tye v8 nhimg két qua, myc tiéu > Higu lyfe v8 hoat Ong kiém soat rill ro > Tinh trang dp dyng-duy tri-cai tién higu Ive > Bat myc tiéu, pham vi, tiéu chi danh gid > Xu thé tir cdc phat hign tong ty’ > Cac khuyén nghj khac va ké hoach danh gid tiép theo (néu c6) Xem xat lai cdc phat hign dan! gia ‘Théng nhat/déng thugn vé cae két lugn danh gid V Chuan bj céc khuyén nghj néu c6 ‘Thao lugin v8 cdc cuge danh gia tigp theo néu c6 bsi. o TIEN HANH M PY UTC Ghi nhan su’ khéng phi hop = Phai néu theo huGng tich cuc, & Dua téi co hdi cai chuyén nghiép, chinh xac tién Bao cao khéng phi hop phai: R6 rang va chinh xac. Xtic tich, dé hiéu: + M6 ta van dé: sw sai léch so véi chudn ct + Trich dan bang chtrng + Trich dan (giai thich) chudn ct/chuan mycWAU roensy Nike Ghi bao cAo sy khéng phi hgp ] Thoigin, BO phan dige Ganh gid Mo ta vin a : ide Khoa lén quan: bsi. @ N HANH MOT CUOC DANH GIA Ghi nhan sy khéng phi hop + CAN THAN! QO Dirng két luan som Q Khéng danh gia gia trj bidu hign bé ngoai O Phai cé bang chieng day du, khach quan O Néu con nghi ngo, phai didéu tra ! Q Theo dudi myc dich danh gia O Nh an ra cac dau méi dé didu tra tiép bsi. oeTIEN HANH MOT eT Ker. Tién hanh cdc hoat déng danh gid - Xac dinh cdc két ludn danh gid Cac dau hiéu khéng phi hgp: > Su khac biét so véi s6 tay chat Iugng, cdc thi tuc, tiéu chuan danh gid. > Su khdc biét giifa qui dinh véi thy té thyc hién, > Thi&u chifng cif vé vige 4p dung cac diéu khoan. > Thiéu ching cif vé vige 4p dung lién tuc cdc qui dinh. bsi. @ TIEN HANH MOT ARS Tién hanh cac hoat déng danh gia — Xac dinh cac két luan danh gid Q Truéng doan danh gia chi tri, (Doan danh gid , quan tam khac duge chi dinh) 9 ng trdch nhiém, khach hang, cde bén Q Céc vin dé gap phai cé thé anh hudng dén 46 tin cay ciia cdc két lun (néu cb) O Trinh bay céc phat hién Ichi dénh gid va céc két ludn danh gid. O Tinh higu lye ciia HTQL trong vige dat cdc myc tiéu, cn nhac béi cinh, ri ro va ed hoi O Mifc a6 quen thugc cita bén dugc aanh gid véi qua trinh danh gid 0 Xéc dinh khung thdi gian dé bén dugc danh gid dura ké hoach gidi quyét cdc phat hign danh gid O Thao luan va giai quyét cdc khac bist néu c6, xir ly néu khéng giai quyét duc? bsi. @TIEN HANH MOT CUOC DANH GIA 82 Bann ola ed 2.3 Chin by 4 én han Sinngta'? [-—"} Stan ghe Pe ieee Wha Sheena eee nny + Tigp cfm dya trén RIT ET 6s chun 5 MOG naps sn loan than 1 Te 1 1 + Lip ké hoaet Si sine Sioctint gis 1 Phan céng céng vige Basesogann [Pp ii ? hus bt TV sit 1 HOAGH BINH THUG HEN KIEM TRA HANH BONG. TIEN HANH MOT CUOC DANH GIA Tién hanh cac hoat déng danh gid — Chuan bj va goi bao cao danh gid hudin bj noi dung bao cao danh gid V Myc tiéu danh gid v Pham vi danh gid ¥ Thdi lugng thy té cita cuge danh gid ¥ Lich trinh, thanh phiin doan danh gid ¥ Chuan mye dénh gid v v v Gdi bao cao danh gid Cac phat hién khi danh gid & bang chifng EES Tuyén bé mite 46 dap itng céc tiéu chi © Bh cic btn quan chm nhac thdi han, bién phap bao mat Cac két lun danh gid = ¥ * Nhac dn ndi dung = "in cit cc cute io i yb, do i ro the ng ching ie tra ng ang th aoa bsi *ASt4 th wend ton phar it i ce en wt uo fs do Maa, hn un Sa hy tbo me?TIEN HANH MOT Luu d6 tién hanh mét cuéc danh g 8.2 Banh gle Ban abu 4 Tide haan | cachost aa Sanna + Tigh han xem xét T1VB { “nap canavn teen Ratro T5 Sov 2.9, Hoan snare + Upp hogen ch Seetengit ‘phan céng cong vige 083 Banh + Chun | TrVB HOAGH OINH THUC HIER KIEM TRA HANH DONG Lis nee) OC DANH GIA Tién hanh cac hoat dng danh gid — Hoan thanh cugc danh gia Hoan thanh khi tat ca hoat dgng theo ké hoach da du'gc thy'c hién hoach dénh gid o cdo danh gié Jo céo v8 sit KHP 340 cdo vé cdc hanh déng khac hc & phang naira Dénh gid nang Ive & hoat dén. cua chuyén gia danh gid Lya chon doan danh gid Duy tri & ning cao néing live | tl % Bao mat théng tin * Bai hockinh nghiém bsi. ° = @TIEN HANH MOT Luu d6 tién hanh mét cudc danh 6.2 Dann gid Samah ¥ 6.2 chun pt 8.4 Tidn mann Sic haat ang Sinn ois a Ree + Tn nh xem xée TVA + Fi gin civa tte nite Tos chute 0.6 Hoan thin + Lape hogeh chi eat Spm mate Suoeaantt git + Phin eéng cng vige + chusin bj TrvB HOACH DINK THUG HIER. KEM TRA, HANH DONG: BS Mae UOC DANH GIA | hanh cc hoat déng danh gid — Tién hanh hoat déng sau danh gid ast Hé so ¢ Thyc hién hanh d6ng khac phyc Chieng nhan : + Kiém tra xac nhan céc hanh dong dao tao khac phyc dugc thyc hign od két Tai ligu qua trong thai han da dé ra Hinh anh ** Két qua kiémn tra xée nhin cin durgc bio céo cho nguébi quan . AV chung trinh dinh gid va cho khdch hang dé phuc vu cho Bang dia... xem xét cia linh dao bsi. ee @TIEU CHUAN ISO 19011:2018 7, NANG LUC & DANH GIA NANG LUC CUA BANH GIA VIEN bsi. NANG LUC & DANH GIA NANG LUC CUA DANH GIA VIEN ISO 19011:2018/3.15 Chuyén gia danh gid: a “Ngudi ti&n hanh mét cugc danh gid” bsi.NANG LUC & DANH GIA NANG LUC CUA DANH GIA VIEN Nang) Chuyén Gia Danh G + Néing lure chuyén gla dénh gid? Nang hc truréng doan dinh gid? eee 4. Plurong phdp, nguyén t&e chung v8 danh gid MS: 2 © Tiéu chub vi ta du ln quan Pham chat ©. Tiép cin theo qué triah & tweng td, b5 cdi 16 che, \ da © Rito va oo Wi dn gi, is cn ca trén rir, X ica ban » Blnh 38 gud tri & tong tde ali 2. Linh ws chuyén ngdinh cia MS cu thé ‘Sin pain, dich vy, qué trinh & tung tbc log mite rio, co hit Kién thiec *+ KY that vi nguyén tic lién quan lnk wae & ngdah Ky nang => oti dioh giro, cotet : inh nghiem * ig te a rutng dod: tho ain Ken quan chi age vi Lb a cin nhc khi dis gl ri ro va cat Céc vain a6 lién quan khéc bsi. DS EYES ek Ley Uke mata itn) Cane giaamuc ia cry | » | Cee Berit ‘inh tata hl ab tp: " in an be _ Oe tise 7B qua tc hid che KF ning, CET CR) Thong tin phan hai Ph * Phéng vin PURE uence z “enc nen | ET) sion tes ashi Y 58 gi ho tao dénh gd + Kern xt sau a6 gt #* Duy tri vi nding eao chuyén mén lién tye cin xem xt déin ‘nhiting thay 61 trong linh vue hotie nganhNANG LUC & DANH GIA NANG LUC CUA DANH GIA V Pham chat ca nhan m. Cong tae D> a, Dyo dite 1. Nhay cm vB ya > b. Coie | k. Coi més dé cai 18 © Lich thigp d. Co 6e quan sat cn ~ Man cim/ahay bén i. Twlue LD », Quyt da Linh hoat g. Kien (| f. Linh hoat bsi. Cac van dé thudng gap khi danh gia __| Thiéu thdi gian Thiéu danh gid theo déi “8S Cac chuyén gia danh gia: @ ws Thiéu dao tao Y] Giao tiép kém a ‘anh gid hdi hot Banh gia thiéu doc lap bsi.TST creat Wyn koe mais) Cac yéu té anh huéng bsi. @ Lam ra vé chi y Lo dang Phan tfng qua nhanh Ngat Idi ngudi ndi chuyén Nghe ma khéng nhin Chi nghe nhifng diéu ta muén nghe....‘Tran dp & Tra xét Quan lisu & Civa quyén Kiéu ngao & Suy dién & A bsi. ie ° Bai tap Sw kién — Suy dién Is the blue on the Inner left back or the outer left front? bsi. @Bai tap Sw kién — Suy dién How many colors do you see? Saee There are only 3 colors: White, green, and pink. There seem to be two different shades of pink, but there is only one pink. bsi. : Bai tap Sv kién - Suy dién Count the black dots! :0) bsi.Bai tap Sw kién - Suy dién Ae the horzontal lines paral or do they slope? bsi. @ Bai tap Sw kién — Suy dién bsi. 6Bai tap Sw kién — Suy dién How many loge dooe this slophant have? bsi. ott ee bsi. .. making excellence a habit” Cienes erent es, can TH SenayKHOA HOC: KY NANG DANH GIA NQTBQ THEO YEU CAU TIEU CHUAN ISO 9001: BAI TAP THUC HANH. Bai t§p thye hanh 1: Khéi dng — Ty gidi thigu Hoe vién ty gidi thigu nhanh vé minh gdm céc théng tin sau: Ngudi gidi thigu Tén cong ty Vi tri Trinh d6 hoc van Nghé nghiép chuyén mén Kinh nghigm QUCL Kinh nghigm trong Tinh vue khdc Kign thie ISO 9001 Fee : Mite d6 hiéu (diém tir 1 dén 10 di MO ta: 0 BA doc ISO 9001:2015 (0B cé ching nhan IRCA LA ISO 9001:2008 0 B4 duge dao tao ISO 9001:2008 0 BA dos ISO 9001:2015 11 Khe: Kinh nghiém danh gid | Sd lin danh gid ndi bd: Hé théng QLCL/ISO | S6 14n dénh gid nha cung cp: 9001 Mue tiéu, mong mudn khi tham gia khéa hoc Noting thong tin kde Gling Vign: Mr, Nex 1/6 /BAI TAP THYC HANH KHOA HQC: KY NANG DANH GIA NOL BQ THEO YEU CAU TIRU CHUAN ISO 9001:2015 Bai tp thye hAnh 2: Thuft ngit va dinh nghia ‘Hay két néi tieng dinh ngh trong bang sau v6i thuat ngtr thich hgp bén di STT | Dinh nghia Thuit ngir 1, _ | Tap hop cde yéu t6 6 1ién quan lan nhau (hay twong tac) cia mét t8 chire é thiét lap chinh sach va myc tiéu va qua trinh dé dat duge cde myc tiéu 6. 2. ‘MOt phan ca quan ly chat lugng tp trung vao viée lap myc tiéu chat lugng va quy dinh céc qué trinh tac nghiép lién quan 4@ thu hién myc tiéu chdt lugng 3, __ | Mite 49 ciia mt tip hop cde dc tinh vin o6 dip ting ede yeu chu 4___ | Mot phn cia quan Iy chit lueng tp trung vio ning cao kha nang thye hign cde yéu céu chat lugng & Dieu duge tim kiém hay nham tdi ¢é Tin quan t6i chat lrong 6. _ | Mot phan cia quin ly chat lugng, tip trang vao cung edp lng tin ring ef yéu edu s@ duge thy hign 7, _ | Cachoat dong o6 phd hop a€ dinh hudng va kiém soat mot chike vé chat lung 8, _ | Swedm nbn cia khdch hing vé mite d6 dap tng cdc yéu clu cia khach hang 9. ‘Mét phan cia quan ly chat lugng tap trung vao thyc hién cdc yéu cau chdt long 10. | SwkEthgp e&e vin a nGi bG 7A ben ngodi cd thé eb anh Dig PS fin ciia t8 chite dén vie xdy dung va dat duge mye tiéu cia t8 chite ‘A. DAM BAO CHAT LUGNG F. QUANLY CHAT LUGNG B. CHATLUONG G. CALTIEN CHAT LUQNG C. KIEM SOAT CHAT LUQNG HL MUCTIBU CHAT LUONG. D. SU'THOA MAN CUA KH 1. BOLCANH CUA TO CHUC E. HOACH DINH CHAT LUONG J. HE THONG QUAN LY Bai tp thy hanh 3: Tim hiéu téng quan ISO 9001:2015 ‘Thao ludn nhém vé QMS cita cdng ty ban, nhéing diém manh va diém yéu? Theo ban, phién ban ISO 9001:2015 c6 thé bé sung gi cho cOng ty ban? Bai tip thye hanh 4: Tim hiéu téng quan cic yéu cu ISO 9001:2015 Hoc vign sé nhan cde cau hdi tir gidng vin, dya trén cde yéu cu cita ISO 9001:2015 hay phan tfch va trink bay quyét dinh cia minh, ‘én: Mr. Neuydn Dike Chin,BAL TAP’ ie HANH 0 ‘YEU CAU rifU CHUAN ISO 9001:2015. Dya trén cdc yéu cau ctia ISO 9001:2015, nhting goi ¥ trong bai giang va cée théng tin lién quan, hay phan tich béi enh cla cong ty ban bao gom nhu cu va mong dgi cua cée bén quan tim? Dya trén cdc yéu cu cita [SO 9001:2015, hay thiét lp checklist dénh gia str phi hgp ciia QMS so véi cdc yéu cau trong didu khoan 4 ? Bai tp thye hanh 6: Ap dung diéu khoan 5 Dua trén cdc yéu cu ctia ISO 9001:2015, hé théng tai ligu, hd so lién quan cba céng ty ban, hay thiét Ip checklist d4nh gid sur phu hop cla QMS ctia cong ty ban so véi cae yeu cau trong diéu khoan 5? Bai tap thye hanh 7: Ap dung digu khoan 6 = Dya trén cde yéu cau clia ISO 9001:2015 nhiing goi ¥ trong bai gidng va cc thong tin lién quan cia cng ty ban, hily hogch dinh céc hoat dng quan ly rii 10? = Dya trén cdc yéu cdu cia ISO 9001:2015, hé théng tai ligu, hd so lién quan cita cong ty ban, hay thiét lp checklist d4nh gid sy phi hgp cha QMS ciia céng ty ban so voi cdc yéu cdu trong diéu khoan 6? Bai tip thye hanh 8: Ap dung diéu khoan 7 Dua theo cée yéu cu lién quan cita ISO 9001:2015, hay hoach dinh cdc hoat dng quan ly tri thite cho cdng ty ban. Dua trén cdc yéu cdu ciia ISO $001:2015, hé théng tai ligu, hd so lién quan cua cong ty ban, hily thiét Ip checklist dénh gid sy phi hgp cla QMS ctta cng ty ban so véi cac yéu cdu trong didu khoan 7? Bai tap thye hanh 9: Ap dung diéu khoan 8 a Dya trén céc yéu cau eta ISO $001:2015, hé théng tai ligu, hé so Hién quan cia cng ty ban, hay thiét lap checklist danh gid sy phit hgp cla QMS cila cng ty ban so véi cdc yéu cdu trong didu khoan 8? Mir, Nguydn Dire Chink 3/6BALTAP THY'C HANH. KHOA HQC: KY NANG DANH GIA NOLBO THEO YEU CAU TILU CHUAN 1S0 9001:2015 Bai tap thyc hanh 10: Ap dung digu khoan 9 Dya trén cde yéu cau cia ISO 9001:2015, hé théng tai ligu, hd so lién quan ca céng ty ban, hay thiét lap checklist dénh gid sy phi hgp clia QMS ciia céng ty ban so véi cdc yéu cdu trong didu khoan 9? Bai t§p thye hanh 11: Ap dung didu khoan 10 Dya trén cde yéu cau ciia ISO 9001:2015, hé théng tai ligu, hd so lién quan cia cOng ty ban, hay thiét lép checklist dénh gid sy phi hop cla QMS ciia cong ty ban so véi cdc yéu cau trong diéu khoan 10? Mr. Nauydn Date Chinh 416Bai tap thye hanh 1 BAI TAP THYC HANH KHOA HQC: KY NANG DANH GIA NOT BO THEO YEU CAU TIEU CHUAN ISO 9001:2015 : Ghi nhan cdc didu khoan ISO Phat bigwohgn djnh Dain | sai DK ISO 9001:2015 hai dah gi ede qué winh va thye hign ede hank st dé dam bao cdc qué trinh dat duge két qua nhw ‘TO chtie phai xde djnh cde bén quan tam va cac yéu cdu cia ho 6 lién quan dén hé théng quar. ly chat lrong. ‘Linh dao cao nhat khong nhat thiét phai quan tim d&n cde hoat dng nh{n dang va kiém soat riti ro va co hdi o6 thé anh huéng én sy phi hgp cia san phdm va dich vu va sy hai long cia khdch hang Vige xe djnh efe rai ro va oo hoi clin phat duge giai quyét de he théng quan ly chdt hrong cé thé dat durge cdc két qua nhw dy kién, vi vay khdng cdn xem xét bdi cénh cia td chite theo 4.1 va j0ach dinh ede hinh dong a& gid quyét ede ri ro va co hdi, dp dung ching vao trong cde qué trinh va dénh gid higu lye cla ede hanh d9ng niy TSO 9001:2015 khong 66 yéu clu ndo cho ede qua trinh kink doanh cia t6 chite. TSO 9001:2015 yéu edu Hinh djo cao nhat phai thite day vige sir dung cach tiép cn qué trinh va tu duy diya trén ri ro ‘Céng ty 4p dung ISO 9001:2075 phai x4c dinh va danh gié mic 9 ede ri ro va co hGi can phai duge gidi quyét dé hé thong quan ly chat lugng c6 thé dat durge cae két qua nhur dyr kién Co nhiGu dibu Khodn la ISO 9001 : 2015 dra ra yeu eu Tien quan dén “tu duy dya trén rai 10” ‘Tai sin cia khdch hang vA nha cung ep Khi phat hign bj hur hong lic nbn phai durge théng béo cho khéch hang ‘Ging View: Mi, Nguyén Dae Chink 5/6BAL TAP THY'C HANH KHOA 1I9C: KY NANG DANH GIA NOTBQ'THEO YEU CAU TIRU CHUAN 150 9001:2015 Bai t4p thyc hanh 13: Cac tink hudng danh gia Hoc vién sé nhan céc tinh hudng tir gidng vién, dura trén cdc yéu cdu ctia ISO 9001:2015 hay phan tich va trinh bay quyét dinh cla minh. Bai tp thyc hanh 14: Thye hinh céc ky ning t8 chite va tién hanh cude danh gid ndi bé thye té Cac nhém phan céng ké hoach anh gid, tién hanh hop khai mac va va trién chai dénh gid gia dinh theo céc diéu khoan due phan céng. L4p checklist, 1p <é hoach, chuong trinh dinh gid va chudn bi danh gid. © Déng vai, phan céng tréch nhigm Cée ky nang dénh gid thy té © Ghi nbn va phan joai cdc diém khdng phi hop * L4p Bao cdo danh gid ¢ Lap Phiéu yéu cau hanh dong khic phyuc © Tham tra két qua khéc phye Giing Mr. Ngnyén De Chin 616