TRUONG D~ HQC Y HA NOI

HuONGDAN
KIEM SOAT str KHONG PHiJ H<}P
VAHANHDONGKHAcpHVC
HD.04.HT

NgU'Oi vi~t NgU'Oi ki~m tra NgU'Oi phe duy~t.

Binh Thj SQi Pham Ngqc Minh Doan Quac Hung

Hq va ten Vo.Van Quy~t

Chii' kY

Chuyen vien Truong phong Pho Hi~u tnreng

Chirc danh PhongTCCB PhongTCCB Truong BHY Ha N{}i
Huang dan !dim soat s¥ khong phu h(1JJva hann QQng khtzc phuc HD.04.HT

QUYTRINH Mil s6: HD.04.HT

TRUONG KIEMSoAT Ngay ban hanh: .o;r./ ~.I2020
ST/ KHONG PHD H<}P
D~I HQC Y HA NQI LAn ban hanh: 01
VAHANHDQNG
KHACPHVC T6ng s6 trang: 07

1. Nguoi co lien quan phai nghien cu-u va thuc hi~n dung cdc noi dung coo quy
dinh nay.
2. NQi dung trong quy dinh nay co hieu /1IC thi hanh nhu S1l chi dao cua Hieu
trutmg.
3. MJi dan vi duac cung cdp 01 ban (co dong ddu kiim sodt), File mJm duac cung
cdp tren Cong thong tin di¢n tir cua Nha trutmg.

NmNH~

[2J Hieu tnrong [2J Cac dan vi lien quan

[2J Cae Pho Hi~u tnrong [2J Thu Icy ISO

[2J Phong T6 clnrc Can bQ [2J

THEO DOl TINH T~NG sir A nor
Lan
TT Trang NQi dung chinh sUa Ngay sua NgllOOsUa
sua

Trang 217
Huang ddn !dim sodt su kh6ng phil hop va hann a(jng khiic phuc HD.04.HI' '

I. MVCDicH
Quy dinh each thirc xu Iy cac dich vu hanh chinh, cong viec nQi bQ khong phil
hop duoc phat hien thong qua qua trinh giai quyet cac thu tuc hanh chinh, cong viec nci
bQ cho cac t6 chirc, ca nhan; huang toi va dam bao cai ti~n lien tuc, thuc hien cac hanh
dQng sua chua nhtrng S\I khong phil hop lien quan d~n H~ th6ng quan ly chdt hrong.

II. p~ VI AI> DVNG

Cac dan vi thuoc Truong Dai hoc Y Ha NQi khi phat hien S\Ikhong phil hop hien
tai, khong phil hop tiem And6i voi cac qua trinh cua H~ thong quan Iy chdt hrong.

III. TAl LI:E:UVI:E:NDAN, THAM KHAo

_ Tieu chuan quec gia TCVN ISO 9001 :20 IS H~ thong quan ly chAt hrong - Cac
,
yeu cau.
_ Tieu chuAn qu6c gia TCVN ISO/TS 9002:2015 H~ th6ng quan Iy chAt luQ'llg-
Huang dful ap d\lng TCVN ISO 9001 :2015.
- Quy trinh danh gia nQi bQ (QT.03.HT).

IV. THU~T NGU, DINH NGHiA vA coo VIET TAT

1. Giai thich thu~t ngii', dinh nghia:
_ Qua trinh: T~p hqp cac hOl;\tdQng tuang quan ho~c tuang tac v6i nhau d~ bi~n
d6i dAuvao thanh dAura.
- S\I khong phil hqp: S\I khong dap (rng mQt yeu cAu.
_ S\I kh~c ph\lc: Hanh dQng nhAm IOl;\ib6 mQt S\Ikhong phil hqp duQ'ctim thAy.
_ Hanh dQng kh~c ph\lC: La vi~c phan tich nguyen nhan cua S\I khong phil hqp
(dff phat hi~n ra ho~c cac tinh trl;\llg khong mong mu6n khac), d€ ra va th\Ic hi~n cac
bi~n phap kh~c ph\lc cac t6n tl;\idff xay ra, nhAm dam bao cac t6n tl;\ido khong bi tM
di~n.
_ Th\Ic hi~n d€ xuAt cai ti~n: La vi~c th\Ic hi~n cac y ki~n, ki~n nghi nhAm nang
cao hi~u l\Ic cua HTQLCL.
2. Chu vi~t t~t:
_ CAR (Corrective Action Request) - Phi~u yeu cAuhanh dQng kh~c ph\lc
- HTQLCL: H~ th6ng quan ly chAt luQ'llg
- HDKP: Hanh dQng kh~c ph\lc
- HD: Huang d~n

Trang 3/7
Huang dJn kiim sodt SZ:l khong phil hap va hanh d6ng khiic phuc HD.04.HT

V.NQIDUNG
}.
1. LU1I do:
STT Trach nhi~m Cac bllcYC th\fc hi~n Di~n giii

Yeu du rna "Phi~u yeu cdu
1 Ban chi dao ISO HDKP"
Can ctr Bao cao danh
gia noi be) va cac
A'
thong tin thu th~p.

Mo'phieu yeu cau Phi~u yeu cdu HDKP

2 Lanh dao cac don vi HDKP (M.01.HD.04).

- Ban chi dao ISO

Phan tich yeu cdu HDKP Phieu yeu du HDKP
3 - Truong don vi lien
(M.01.HD.04).
quan

iF

B{>phan duoc giao D~ ra bien phap khac phuc Phieu yeu cdu HDKP
4
nhiem vu thirc hien (M.01.HD.04).

Ki~rn tra, giarn Phi~u yeu cdu HDKP

5 Ban chi dao ISO
sat (M.01.HD.04).

6 Thir ky ISO (
•
L~pva hru h6 sa
1 01 be)h6 sa hru.

2. Dlen ''''1 tru d0:

·lt giar l

2.1. Ytu cOumit "Phi2u yeu cOuhimh d9ng khdc phuc"

Can err nhtrng thong tin su dung trong hanh d{>ngkhac phuc - cai tien, Ban chi
dao ISO yeu cAu don vi rna HPhiiu yeu cdu himh il9ng khiic ph¥c":
- Bao cao danh gia n{>ib{>th~ hi~n qua h6 sa s\!,khong phil hQ'P.
- Cac quy~t dinh sau khi h<;>p
xern xet cua lanh d~o.
- Xu Iy cac y ki~n phfm h6i cua nguai h<;>c,khach hang.
- K~t qua phan tich du li~u qua trinh ho~t d{>ngcua cac don vi.
- Cac h6 sa co lien quan cua H~ th6ng quan Iy chdt luqng.
K~t qua hanh d{>ngkh~c ph\lc da th\!'c hi~n truac do.
- Cac thong tin cac ben co lien quan khac (Ciii ti~n).
- Cac bai h<;>ckinh nghi~rn (Ciii ti~n).

Trang 417
Huang dan kiJm sodt S1;f khong phu h(YJJva hanh t16ng khtzc phuc HD.04.HT .

2.2. Mit philu yeu cnu himh dpng khdc ph(lc:

_ TAt ca cac dan vi, ca nhan trong pham vi cua HTQLCL co trach nhiem phat
hien va bao cao Truong dan vi v~ cac heat dOng yeu cftu khac phuc.
_ Khi co cac yeu cftu cftn thuc hien hoat dOng khac phuc: Truong cac dan vi,
Tnrong doan danh gia (trong tnrong hop phat hien Truong dan vi khong rna phieu
hoac di~m khong phil hop l~p lai qua 02 lftn) co trach nhiem xem xet rna "Phiiu yeu
cnu himh dpng khdc ph(lc". Hanh dOng khac phuc ducc thirc hien khi:
+ Co dAu hieu, hien urong cac S\I khong phil hop hoac tiem An, dful d€n hoac co
nguy co khong thuc hien duQ'c m\lC tieu chAt luqng cua co quan, khong dap frng chinh
sach chAt luqng.
+ Cac dAuhi~u, hi~n tuqng S\Ikhong phil hqp ho~c ti~m An,co tinh chAt l~p ll;li.
+ Cac dAu hi~u, hi~n tuqng S\I khong phil hqp ho~c ti~m An, gay h~u qua n~g,
muc dOlan.
+ Khi cac h6 so S\Ikhong phil hqp duQ'cl~p qua 03 lftn lien ti€p cho cilng mOt nOi
dung khong phil hqp tl;licilng dan vi duQ'cdanh gia.
+ Cac' yeu cftu cftn th\IC hi~n d~ cM ti€n nang cao hi~u qua, hi~u l\Ic cua
HTQLCL.
+ Cac yeu cftu cAn th\IC hi~n d~ cai ti€n chAt luqng hOl;ltdOng chuc nang nhAm
nang cao S\Ithoa man cua khach hang.
+ Cac yeu cftu cftn th\IC hi~n khi co S\I thay d6i co cAu t6 chuc, thay d6i phl;lmvi
HTQLCL, thay d6i hOl;ltdOng chuc nang, diM huang th\Ic hi~n hOl;ltdOng chuc nang.
2.3. Ban chi d{loISO xem xit:
"Phiiu yeu cnu himh dpng khdc ph (lC" M.OI.HD.04 sau khi duQ'c rna phai duQ'c
Ban chi dl;lOISO xem xet.
2.4. Phtin tich yeu cnu khdc ph(lc:
_ Ban chi dl;lOISO yeu cftu cac dan vi co lien quan phan tich nguyen nhan cua
S\Ikhong phil hqp, d~ ra bi~n phap kh~c ph\lc, cai ti€n thich hqp.
- J)~ ra bi~n pbap tb\fc bi~n hanb dQng khic pb\lc:
Can cu k€t qua phan tich nguyen nhan yeu cftu hanh dOng kh~c ph\lc, Ban chi
dl;lOISO chi dinh ro dan vi, ca nhan co trach nhi~m th\Ic hi~n va thai gian hoan thanh.
Ohi vao 0 thu hai "Philu yeu cnu hanh dpng khdc ph(lc" M.Ol.HD.04. Lanh dl;lONha
tru<'mgphe duy~t bi~n phap th\Ic hi~n hanh dOng kh~c ph\lc.
2.5. Th,!c hi?n theo doi cac bi?nphap khdc ph(lC:
Dan vi, ca nhan duQ'cphan cong ti€n hanh l~p k€ hOI;lChva th\Ic hi~n cac bi~n phap
kh~c ph\lc thee dung nOi dung thai hl;lnduQ'cgiao.
Trong qua trinh th\Ic hi~n, dan vi, ca nhan duQ'cphan cong co th~ phbi hqp vai cac
dan vi khac d~ th\l'Chi~n cac bi~n phap duQ'cnhanh chong, co hi~u l\Ic.
Trang 5/7
Huang dan kidm soil! su khong phu h(1JJva hann a9ng khdc phuc HD.04.HT

D6i voi cac hoat dong khac phuc co thai gian thuc hien keo dai thi dan vi, ca nhan
duoc phan cong thirc hien co trach nhiern dinh ky hang thang bao cao tinh hinh thuc
hien cho Ban chi dao ISO.
Trong qua trinh thirc hien neu gap kho khan cAnh6 tro, bo phan ca nhan dircc phan
cong co th~ yeu cAuBan chi dao ISO xern xet b6 sung cac nguon hrc cAn thiet hoac thay
d6i bien phap thuc hien. Moi str thay d6i b6 sung se diroc c~p nhat dAy du vao 0 thir hai
"Philu yeu cOu hanh i/{Jng khdc ph IolC".
Sau khi thuc hien dAy du nQi dung cua bien phap khac phuc hoac nhtrng d€ xuAt
cai ti€n bQ ph~ ca nhan duQ'cphan cong co trach nhi~rn bao cao k€t qua cho Ban Giarn
hi~u Nha truang bi€t.
2.6. Kiim tra, giam sat, xac nhQn bi?n phap khdc phlolC
Dung thai h~ da d€ ra trong "Philu yeu cOu hanh i/{Jng khdc ph IolC", Ban Giam
hi~u Nha truang (ho~c ngum duQ'c uy quy€n) co trach nhi~rn t6 ch(rc ki~rn tra, giarn sat,
co b~g chirng xac nh~n k€t qua thl,lc hi~n.
2.7. Bong philu yeu cOu hanh i/{Jng khdc phlolC
Ban chi d~o ISO sau khi ki~rn tra, xac nh~n k€t qua th\lC hi~n co trach nhi~rn dong
{{Philu yeu cOu hanh i/{Jng khdc phlolC" ghi dAy du chi ti€t bAng chirng k€t qua thl,lC
hi~n vao 0 th(r ba.
Truang hQ'P ho~t dong khitc ph\lc chua duQ'c th\lc hi~n ho~c k€t qua th\lc hi~n
khong dAy du noi dung yeu cAunguai ki~rn tra co trach nhi~rn rna Phi€u rnoi, trinh Ban
Giarn hi~u Nha truang xern xet cho y ki€n giai quy€t.
VI. BIEU MAu
STT Ten bi~u miu Ky hi~u
1 Phieu yeu cau hanh dQng khac ph\lc M.01.HD.04

VII. HO SO LUU TRU

ThOi gian Trach nhi~m
STT Ten h8 sO' Ky hi~u lU'U hru
Ghi chu

Phieu yeu cau hanh

1. M.01.HD.04 05 narn ThukYISO Ban chinh
dong khitc ph\lc

Trang 6/7
 M.01.HD.04
BOYTE CQNG HOA xA H()1 CUU NGHIA VI:E:TNAM
TRUONG D~ HQC Y HA N()1 DQcI,p - TV do - H\lnh phuc

PHIEU YEU cAu HANH DONG KHAc PHVC

S6 phieu: .

1.NQi dung SO' kbon2 phil hQ'P:

...........................................................................................................
............ .
............ .
2. Bien phap khac phuc va xii' Iy cac h~ qua:
.........................................................................................................
............ .
..................... .
Nguoi ae xudt: Ky ten: Ngay:

3. Phan tich neuyen nhan:

N gum" th\Ie hie "h' oan th'anh:
l~n:.. .. .. .. ... .. .. ... .. .. .. ... .. .. .. .. N'gay d"e xuat ..
_Xay ra LAndftu 0 Lap lai IAn0
- Kha nang xay ra ti~p thea 0
Mo ta nguyen nhan:
.........................................................................................................
..................... .
4. Hanh dQng kbiic phuc tranh tai di~n ho,c xay ra (J tirong t1}'noi khac:
................................................................................................. , .
......... .
Nguoi phdn tich va ae xudt: Ky ten: Ngizy:

Phe duyet:
5. C~p nh~t rtii ro CO' hQiffhay dai h~ th8ng (niu din):
.........................................................................................................
............ .
•••••••••••• ••••••••••••••••••••••••••• ••••••• ff •••••••••••••••••••••••••••••••••••••••••••••••••••••••••

Truong ban ISOITruang b(jphdn: Ky ten: Ngay:

6. Xem xet hi~u hrc ctia cac HDKP: (kern thea baa cdo niu co) o Thang
Kh6ng dat yeu cdu chuyen thuc hien tiep ngay: , .
.[ ..[ '" ~ ,.
O So phieu yeu cau m(Jl:..... , ..... , ....... " .....
o Dq.t yeu cdu
Nguai aanh gia: Ky ten: Ngay:

Trang 717