Be nC) (Chi bien) 7S, Nguyén Thanh Hiéw Crna) 2 g > re zy cI es = = Gy a 3 a S 2 6‘TRUONG DAI HOC KINH TE QUOC DAN KHOA QUAN TRI KINH DOANH TS, Nguyén Thanh Higu (Chi bien) QUAN TRI CHUOI CUNG UN (Sach chuyén khéo) NHA XUAT BAN DAT HQC KINH TE QUOC DAN 2015LOIMG PAU ‘Qui chi cng ng ney eng og val gunn ong i vis Pied deh hip Cah wach Khong cb dm i ch gia ce anh nphigp mi ar kh ph bi it ele chu cong ng St ia e chub cing chinh 1 ba a va phi cn fe doen nin. tha ia Do vy, ng cn hu qu gul chu cang tng ch it ibd dos hip ato ningun cha cang ng de pit én ce a vin ‘ang nim 1980 vi ode hi sy ei § i vs eb ha Khon he inhi ci. L thay qda i hong ngs db Ge pi tong ee ah we Ke nian arcu tg, logis vv in in sult nip, mrketg, he vi hi sr qu hg tin gin fr hid vs. Vi vy, Ki nid guia teh cong ng gy el ue ‘Vd dng vo bit hotdog a rong kin dan Moe ghia i i ia vb gan rb ang Ung vio 6 Vit Nam lnm tpn qu, wy mig, Hat ny vn bn ni mé vi tu rg i veh dan sahip cag nr bre gil Vik Nam. Chia vi vy, nim te gi Khow Quo inh doh, Trung Da ge Kin f gue din mong mn cub sch ny 9 ng bi chong dae nhng kid he eu bin cing cca de chien su vc nh on vb ul ej cub can ng Noi dang eb ich gb 12 chung dan 4 nec bin = Khilnigm gu tr chub cong ine = Nhing int dg oo bi in qua vin hah chi cans ng 2 Tubes ud cong ing = Doliving oat dng cb cng ng (lc thi vin ha gi op sh ty gh: + TS. Ngo Tish Hu tito op le chung 1.4567, 5.9,10,11,12PGS-TS. Le Cing Hoa, btn soen ef chuong 2 v83 "7S. Nguyfa Dinh Trang, ign soon chuong 3 175. Nanyén Thi Vi Hi, itn son chong 11 “TAS. Ty Minh Quang ign sop chuong 10 “TAS. L2 Pha Hs, bs soon chung 2 “THS. Tria Moab Lh, ign sogn chong 9 ‘TH. Tl Thc Lie, bignsogn chuomg 12 je dio nib oping, Song Khos Quint kinhdoanh vk nm ti ‘it Lng 88 tah Ki hu e6t rome qu wah bign sogn eu sfc, Mt viy, edt mong aba due ¥kidn dng gop cia gut ban doe. Moi 9 kf Sing gp xing vb ech nguvententhies2002@vahoo.com, “in ei thi em ont LANG thing 3 nim 2015 che Thc GHA MYCLYC LOLMG DAU. - ‘Chromg 1. CHUOI CUNG ONG TRONG THE KY 21... 1.1 Qul tah pit wién chai cung ing 1.2. Hind tao dig gi 13.7Bag qth nb in tu cung tng 1.4. Quin teh hop va uy tinh ch ung mg. 1.5, Spin bi 1.6. Sy phe tgp vb chin 1.7, Ton on ha va qu thai cong ng i 1.8, Tg he 000g en (Cia bi on pv tho tua, 7 Chung 2. HOST BONG GIAO VAN TICH HOP. | 21. Tim quan rag cia giao vi kin doar, | 22, Xfe inh gi giao vin | 23. Hogt dng giao vio. 24, oat dng giao vn tc bo. | 25. Mpe tu ea vs ih hp hoa ig giao vn 2.6, Ch tre bg thd gia vn 23. Chu tre lnh hop. | 2.8, Big bp ha chub cuns ng, 29, Téag kt chung. (CSu hi 6 pv ho Ia, ‘Cheong 3. LAP KG HOACH CHUOI CUNG UNG TONG HO. 3.1. Lip hogeh cdi cung ting,5.2. Ug dang ip ké boat cn cung ng. 31 (Chub 6 tp vito lug, am 3.3. Lap kf hogch tc nghigp vi bi Big (8p) oe (Chuong 7. QUAN TRI HOAT ONG KHO BAITRONG CHUOT 34. KEthop lp kb hosed, blow cng ofp 8 sang). 101 CUNG UNG. 35. Dpbio 103 7.1. Quin hog ig ko Bang Hah cil ge 2m 3.6 Ting ke cg, na 12. Nehigpw a bo 28 (Cu hi pv aa 73.78 che Rho hg hs theo 5 204 CChuvng 4. QUAN TRI DY TRU TRONG CHUOI CUNG UNG.. | 7.4 Chau inh Kho ag. 29 4.1 KM nin ici dg. as 15. Thog hk. _— 313 462. Chi phd. 13s ‘Ci bid pv to a, - au 43. LEP AE BON BFE nnn be ‘Chuong & BONG GOI VA XEP DO HANG HOA TRONG CHUOL 44, Quin seed, 146 CUNGUNG.. ais 45. Chin ich di 163 8.1 Host dong ag 6. as 46 Thye inh de. meee 8 82. Xp 8 bing. sn 38 47. Tag de chong, 12 8. Xb dv hing te ng, a (Clu dn pvt a - 18 84, Che via 8 mi eng. 3 ChuomgS HE THONG VAN CHUYEN 85. Xiryhingbi wah 3 5.1 Chie ng, guy ie va i omg tam a 186 6. Ting et hong os 5.2. Chin ic qin gic vin wm (Chu i a dp vt a, as 53. Cosa ng vt. 203 (Chuomg 8. CHUOI CUNG {ING TOAN CAL. 54. Dich va via - ais 9.1 No i tone, Ms 5.5. Ting chong - ns 9.2 Hi nh chub ang ng oi ca ae ‘Cui pvt ae, vo 29 9.3. 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Binh gi host dng. 123, Dn gi i chin 124, Tom tt etn (Chu b6i 6 tp vito nga... ‘TATLIEU THAM KHAO. 7 460 460 464 4 500 so. 503 DANHMYC BANG Bing 1.1: Pn os gif tong gu i in 8B npn DE ‘Bing 12: Tam qu i choi cng ing. cn 3S ‘Bing 21: Chi phi ich v gin vin 6M i own 19802007 48 Bing 22: Hog dng cyt itn quand vig ping ab cu kc, 1B oy sin ml shu mu ong hop 0 0 YEAS Bing 3.1: Ti ut 8 thin ng i st dng tage Hp Kf hogch sin xt a binhing $80?) nn 98 Bing 32: Bic idm sn pm te dng déa abu cl db, 108 Bing 33: Ch i the A Bb nn us ‘Bing 3.4: Nhu chu ny ta mh hg thing va dt i. 120 Bing 4.1 Che ng ey ‘Bing 42: Ci thi & chi pica ing ye. be Bing 43: Cina de dh m8 hin EOQ,.. v0 Bing 44S iu cho ms blah EOQ dé xe gn inn i vei bitosa veo... pan Bing 45: Mé inh EOQ wi cut vn ay i th Kn gg. 14 Bing 46: Vida vi gma theo emg... pS ‘Bing 7 So sinh ah cl 05 cha 8 seg ng he a Me Bing 48: Tin ulti ea... nnn 19 ‘ng 4.9: Bing tinh eh chun cia elu bing gly 12. ‘Bing 4.10: Bang nh dh chin citi gan tong mit hs At ng bb sung. - 4 ‘Bing 4.11: Phin pi tn slr- ay bb cach vs bt aca hing ebb sung... 136 Bing 4.12: Mie dy bnh gun hy i theo ccd sca ‘m8 binh BOQ... nn SB ‘Bing 4.13 6 lig tinh mcd an oa theo yuck 160 ‘Bing 4.14: Tb tht theo pin pi chu 4 dug a call Bn 6 Bing 4.15: Anh sing ca gg ing ta mate dy wan td... 161ing 4.16: Cho bid thus in mai eb, cou ky hye hia vb amg, hing. 164 Bing 4.17: De ei v8 ch vg i 2 tata ek tt mang i dy bo vi dl th tr phi i, ‘Bing 4.18: Miah hoa véahdng cin dage st dng rac ish ie ‘i in yt pT ‘Bing 419: Phin loi ing th tg ho oan ain ns 1S Bing 420: Cad age dy chop 181 Bang 3.1: Gib hing hedge vn chen qu bt thing io v0 Lois cia. 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Hoh 13: MO hob kin dosnt pin i. a inh 21: Host ng gio vn teh op. 7 in 22: Chu tre gio vin ep ie ‘nn 23: Két op ita gino hing op bev gia hing ei. inh 4: Gino hing te tif vi ep Be inh hon a nh 25: Chu bos og io vl on inh 26: Mang hui go vin not 18 nr ins 2:7; Slt nen ea st RBERERB ‘i 3.1: Min dul tong gy in Bp HE Bog 98 Hah 32: Quy tinh S & OP. eT Hoh MB a aCe mening cng inh bin. . rd ah 34: Quy ah quin bet ding do, 110 ‘Mink 4.1: Ch ky ua iv mt se pdm hn ing ann ‘Hh 42: MBi quan bf vd tu git dona 9 bn vi chk) ting... 133 igh 43: Mini bse ng bp Kae ves mg ing mie dy 2 Ba _ 135 ‘in 44: SS tage ing ai. a 140 Hoh 45: guano gt sy bt cnc vb by it ing thing uy. a ne) ‘inh 6: Pn eb i ul Kl i Benn 150 ih 47; Pi pic 131 ‘inh 48: Tog bop bit lac vi hy bd sung hing... 1s ‘ish 49: Anbring cas lugging ot iv me ting 158 ‘in 4.10: Vida v8 oh dre phn 167 inh 4.11: Vid pd do — 169 inh 4.12: Tht 9 tg ob mde hg gp MRP vb DRP 7 in 4.13: Vid ip kf ogch theo du kn pin pi a) ‘ih 5.1: MBi quan bf git oe tag ham a Va nnn 8D Hoh 6:1: Mii quan ia Khodng ech v chi pit win chuyén 232 nh 62: Mi quan git i tong ng hav chip win cE... 252 inh 63: M6 quan git nt 6 va chip vin chun. 2 inh 64: Van don ion tn 2D ‘i 65: Big ig vic min ktm we gi. an 268 inh 66: Bom i da ea dia dé bi dn. a) lah 721: Gom hing vtich og. — 282 ink 72: Sp xé pi ot... 2s 72: nau woe 5 ce spn 232 inh 74: Tide nh Ko coin - 301 ink 75: ting A va. - 308 in 7.6; Cle hog ng ia pa bi nt hg qn bo ai - Pr an 81: Vida vs Smee ia ne ng i ho dng ip bp. 318, Fink 82: Gi ning bingo. — ~ 325 in 83: Che eh xp thing hing fe 0g. 326 in 84; Kho hg oo tags ng cng ngh ASRS... a7 ‘Hib 10.1; Minh ba nguyen tie i i eo bine vig ni tong, HU BR, nnn vo 3 ‘nh 102: Khai age mdi tong gun ia vile thé bi Ko mah ‘io ng vei pi vi i, a a i 103; Ming ai ao vn gl 2 tng v8 O1 Ka ng 3S inh 10: Mang ti ia van gb 02h tring v8 02 Who ng 384 in 10.5: Mite ub qu 8 png ni Kho trong i thing. 390 3Hin 106: Mangum ko vg oi ph 7 392 ‘inh 10:7 Bung cong ng ei pix rn bk can, nn 3H inh 108: Xe dah tj ewng ch yb ting 3 din vi chip BD Rt ‘Wi 109: quan git tng ch hi git vn vib gg a to, i 1.1: Quy tn ghia eh — Bing 1.1: Mocca iém inh i ni bp behing ae a cn, ish 12: if ci theo phuong php pa ie ng chi phi ib 13: Mang ai cd cag ing, _ ‘ini 14: Min bs ng a ka nn Hah 115: Mg hich ang ting o vo ‘in 1.6: in Hoa me hk cai cng ing dupe sti dp én hing th fa 086 inh 11.7: Tag quan hog gun hing nr AO inh 11.8: Tog quant png qin ing yo nn fS1 ‘Min 19: Lp anyén ering vin chen dia bah vi vind wong ED BE "inh 1.10; Min ba v8 tam ge vin cen, in 12.1: hi th ifm abn (BSC). inh 122: Mish oa cho Khang chon tang do. ‘in 123: Tg ci pi cub ang ing ‘in 124; MO hn Ig ah i ag en ins 12:5: 40 hin abu chiés ave (il nn AD Chucong 1 CHUOI CUNG UNG TRONG THE KY 21 Noi dung 1. Qui rn pt wi a chi cung ne 2. HOG np tg dung gi i 3, Ting quan m8 hin chi eung tng 4. Quan eh hop ve uy tin chi cung ng, ‘Seng tie + Sid rag doanh nehigp = Ni cung ep dic vu ch 5. Sypa Bi rog kin dosoh Minin doen yo MG inh Kin doa phn abi + Sire oan Ro en ein Kb thn pin ni 6. Supe op v8 ti chin Lu ehuyéa ia - hing = T6i dda ha ogi ni + Siquay ving ota tds mst 7. Todn cu ha va quan tr chub can ng ‘Vio ning nim 90, quy win cung ng sn phi i nba cang cp aba Xo ea doanh gh rity kh hg pstmt tang bint 1S be 20 gly, thn chi ct bu hon th. Qu rnd hig - ao ig bao gm ip dom hing vi gid thdng quae phuong tit a dig toa, my fa, serra bi tia ign bay be thd tr dia cng Wn dp sa a8 "8 guy tin nif dom hing de thu hig thi cng hoe Bing may vith 5‘ny aay tin dg cy don ng a Ho a feb cng I gino ‘ng cb Kick hing Kimi opt dng did a tco HE hog hi gan trang binh ma Kah bing nha cove hing i. Tring hp 6 vn iy bay ong nim a gin cok i ont nb. ‘i Mu wig i id in pi 1 tng Kb Wa v8 Kg haan dg be dos ni tng phi ich ying tén Kb. Vid esi phim ging aha hui dove os Ko mh bn sb vb 1h sn xt. Me do chin hing c6dage md ng my en tung hog hay gio hn cb va bg ayo yr, 1 ch yb Web apog cog lp pn i. ning. vin 42 nyt the dor rong bot og kin dom cin thE 20, ki ci rc ksh ph bide ng oh wi me dich dn thinb ie gio ng ia doa wa a gin it ee ch mag céng nghigp. Rt ni down agp lu di vin dy eich inf miy va Eng de ing bi tick a bn go do hua ed mt ong thie ring lo 6 ahd cao bo hay th Quy th pd pi trot tng te ly due hie HE 8 vag is ng Ih Kn i at dag tng Ii ih hi i 8 gen an rong nda Kin th gil su ene hh ag cng nip hog cn en hin vi ia thf SB ugg ngs in ding nay nt ahid ho v6 ugg vi nb cha dye Iv chon dg ching ls hing bs ny mt gia ag. The ub in ding hia ney Kg chi mong mn dag ching li sin phim ving ng cp, ho en ye isa feo ee in Ke igs mong mada. Nhe vy, ag i ding tay di te vig cp nga tech to sng vile the acs wo i inh tie ‘ Eao nn sin phim, ech vu cyt. Nog vv Higa qa boat, ‘ng dag ply two Kia cy bom Hk hot ig ‘ye ang bi thing thing ta hig dbo ti bo va chin xc vie go mh hg hn, Mat sty in €8 ia ae uy cbs ng ng thing Sn. Tiong st mhtng nim 9, may VA internet dng ng KE ost dng thong rn he, ng wa at im cin enh tt én i thing ini ie ei pi. Vy, thing tn dpe gn ila ‘eit, Kh ing tify ea, ehinh ae vi cde eth in quan Ke 16 sr his eu chin dave ra wong m9 ost ag sn ule inh don Jntemet lng

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Vige eh dng "kéo {ai hb gin trong cfe bude cdg vige nr sn alt, ty bién sin pdm "sn Styne, The Aes ofthe Choa Haran Bn Reson (ring 1-82, 2000), ng Ot Jara D agh vi arta Cooper, “py Cin Fospectomn a Speci Sttpe How Chine he Right Seay fora of Done Loge 17202099) sg 1528 7 ioe Alton, Marsting Bulaor ond Execute ton enn ‘ieee 957, 96 DE ts bh dng ot, espe Pe, Bat Vier, Anew Cay, “Maing Mist ‘Ctzan Wa rer ner Reve ag bing 10199), eg 118 3 theo ah cu ote vo chuyén si phim cho do ki mt dom hing cb bb dhe ij kb ae hd I ay Boks Ha lah tet hots pb bia trong boat dng vn hinh cin chub cane ne phn i: (1) ton sn ult hay hae dh hh sin phi; v2) Ros da, by tri odn giao vin Tri hoe sia Moi tng cnn aa cb ca 21 ang po ra yp ido ci ing th sh al inl ng a ah hot vg dap ogi vio mn bo eh pi vet lug sin phim. Nat Phong thy thing hi tp reg ove dat de eb in hd {8h m8 bing cic mang sh xt, ge 1 a vin ost rg ‘So xt dupe bin ha doa re mong mab ga tng og pg a don ght i vb yn ch os Khieh hing "Tot sin xa vig ta a on ing pdm ta do Bg tm kg cn cho 06 han age dom hing ci ‘de ola tic hing, MO Had sin nt theo dm hing Rng pi moi ng mm cin ch im my i inh sn ul in hoot th in sug dage ba ce hich hing mk bing in gia tg ci phi bo ga wih sn wale. Ben cg 4, BB ton eng nab trong chi ove sin ult inh hot ho te dh wun 3 ip eho dean agi gi pong Hi oat ag de then do. ‘Teng hve vin thing tl bo gun mb nwt theo ga nd i. Tah ti i i oun hip vg og ha chi ph hn i itn ost dog nb, sn xa va hu es 6 iu rng cha i 6 iy vite cn 0 gic iri oto sn wal tho Bo v4 ning tit Tl v8 Ik inp tr. i m6 Ki dng ma si at i og. Vie iim qui mb stn medi yf its ve ly dng cle day cya chip th un vii pv i oc vige dw che fhlah phim, Theo qua dim quis uy tng, fe Ké bosch sn xt Aelita isn ci pa mac thip nt Theo ech hin cla ud tg op, ei ive ip ogc nal ad a ue Sth oe sh lng ng ci ph hp BE dat age ida ‘iy hein pl ota stn xl ef gag ge abies dt de ibs cube eal ang img. Mace host dg ta ho sin xt 6 ay 3str le sin pm 6 tin tang trang ep Boge & i tang 6 te uy i “Vie dp dog I ng th onto sin ult sin xu ra sin pdm oo ‘bin vi mt hg vi goa ch kin dia vo qui 0 trong Kt ‘he Ho hia sin pl go miu se hay bd sung cd phy kif st “dupe hota Ii cho di i ch hing ca ke mus sin phn 6. Trong mo ‘ith etn alt td, lif Kin & nh pam vi mang Ii sy 6 ou a boat 4g logistic bing ech sn wut mt sin phim eo bin abt niamg dp ig dupe nbu ch eda Ga dang Khich hing. Mi trong ning vid dé ish feat ota én xt fs ch vy pln mda sont fe ein hing bin 1 theo ‘yb elu cia Kh bing. Li thé veo ti ea vig pha mi gt hang la fim gin fog bing hu ko, vb ei cn hn Koning mi son cbs, bist pa mi cho ph hop vi yeu chu cyt eh Kh hang, ‘The, trong ele ngin Kh, oat ing in xut de the io v8 sin phn de tr ho (hn dng 6, ga doa dng go adi cng St diye ti hota cho dda ki abn duge cde don hing. Trong mbt sb trudng hop, sin phim due tiga inh dng gi thin thing dn Kh nh on ing ou thé mi ia hioh dia aa mde 48 ed thuong gu cba a phim. Mée vi dy Hide bet boda sin xu geet hing 01, xe ‘iy, cig vie lp rip phy Kin chi dupe thye higo Kh Kc hing dn sue xt cia bing. i dm ebung cia cic vi dy vbw boda sin wut tim ghim ‘sng ra Kho trong Kh vis dog bp 8 ye marketing vi duy isto nut 6 ugg tin dB 6 dupe If kin bhi gui m8. Khi sin phim dage tu) ‘id theo nh elu, doa nghigp 6 kd nig phys vy a dng Khch hing. Sw tri hota sin wo of id bung su: Th nts Kim gdm sb ugng ching los sin phi trong sin ul, ko theo lim giim ede a ob trong vige gio nbn. Th ba, tng vite st ding ede phaong tia logistic ‘rong kb sin xt dom gn Vip dp cubi cing Kbi mt ele yeu tb v8 Ky ‘it vk ql mb Koy dupe da vo Wong qd inh si nul hi vige de ig ce ty bidn 6h vista pb néo dpe bt gn vith tg ita thy. Minh thot on si xa dy cba dupe gp thy blén mum. Chie ing tr tag cba ahi ko tong mst agin thay dBi ding Kd ab ‘Pi hop wi nd hin i oda sin xt. 36 Troan vas “Tog sib ung hep, 5 hoa v8 ay hy hata la a bon oi pw thos nat Ki ig hota dah vio tk clap gf did chia ge nb inh cho a Ki kf due cc don hing ti ia hn gio ha Nay os ing fio abla dog i inh mia ye dag hha aly fan hyd hing ot df ay ag ding mitch gu uh ai Theo Gu nig vw btn i ye i dag dy Bo cb vig Ie Kb age sit tp og oe in td vo gu m8 ong sn saltvin dave dy ‘The tt hota ain tring eng dng trong ow ng cong dng ch vy. hog Base gue ong ci A a0 pe I ho wang in ini ad no pew cho Ke ag ong ton, Js KiKi hing 6 nh cb, cfe dom hg doe ithe dia ‘rug dich vp deh eg vi vie vin hyd dave gio Ii co trang tim dich vs vin st dang phuomg ia vn yea nha vin fy Kt a abi cig it mang dé cho bch hing dich vy ding ey ma via Bin duge a ovo dy Sy pit wid a 0 ih ota w i dy wing ecb thing gio shin ney mi ning ao tong vis dom ing ny {hing nv giao hing mp lc aan cng, cin xf, Phong the ny tty thé vie gino hing wi sb log cin xe theo yeu elu ein dow ing ‘ing vig i hing toch AS, Kew Boda sin a on in vo uy ha ad ho gu Rich wa vn png yu ch ca ‘ich hing bing cch ingen gio hing we ip. ‘és ni pong thi tos nwt 8 os wi 1 song ech they cf pn pi tc dbo bing ech ch nk ich bing com ki tami bing. Che nkin tb Ao tng dn vide con md bin ola no Bo gdm ki ome, gi i hea ean, Mah Mink eta qu mt, hi lan va ene lave ising o> thy cu la Wh hing. Tong bf elo phi wi tanh cds cab ang, ng, hi ha a age Kt hp 8 a mt hi age ob {ah inh Rot can ”