1. 1. K nng kim sot qu trnh-MBP Part 1 Dnh cho nh qun l
2. 2. Tel number: 01649596754 Gmail: taminhtan.hanu@gmail.com Facebook: T Minh Tn http:// www.facebook.com/taminhtan91 Youtube: T Minh Tn Speaker Lecturer : T Minh Tn
3. 3. Management by Process Docs Part I by Ngo Quang Thuat 3 Li gii thiu
4. 4. Management by Process Docs Part I by Ngo Quang Thuat 4 Mc ch Khi nghin cu ti liu ny, s gip bn: Thit lp c phng php kim sot theo qu trnh. Phng php setup cc loi ti liu qun l nh s tay, th tc, quy nh, hng dn, biu mu XY DNG CNG NGH SETUP QU TRNH Ti liu gm 2 phn: Phn 1 v nh ngha.., cch thc thit lp v kim sot qu trnh. Phn 2 dnh cho cc ti liu khc (h thng ti liu ca DN, kim sot ti liu b phn, kim sot h s)./.
5. 5. Management by Process Docs Part I by Ngo Quang Thuat 5 1/ KHI QUT CHUNG V MBP 1.1 Khi nim: 1.1.1Qu trnh: + nh ngha 1: Theo tiu chun ISO 9000:2000 (3.4.1), qu trnh l tp hp cc hot ng c quan h ln nhau v tng tc bin u vo thnh u ra. + nh ngha 2: Ngn gn hn, mi hot ng hay tp hp hot ng s dng cc ngun lc bin u vo thnh u ra c th xem nh mt qu trnh.
6. 6. Management by Process Docs Part I by Ngo Quang Thuat 6 1.1.2 Phng php qun l MBP Phng php qun l theo qu trnh (management by process) l phng php qun l da trn vic phn loi cc hot ng theo cc qu trnh.
7. 7. Management by Process Docs Part I by Ngo Quang Thuat 7 1.1.3 Yu cu qun l qu trnh trong t chc: Mi qu trnh phi to ra GTGT. Cch tip cn theo qu trnh. Qun l chui cung ng ni b. Cch tip cn theo h thng cc qu trnh
8. 8. Management by Process Docs Part I by Ngo Quang Thuat 8 1.2 Phn bit MBP v MBO Hin nay cc nh qun l ang tip cn qun l theo hai hng chnh l: + Qun l theo mc tiu (management by object MBO). + Qun l theo qu trnh MBP. Vn cha c quan im thng nht v s dng phng php qun l no hiu qu hn, nhng chng ta c th tip cn hai phng php ny qua bng so snh sau y.
9. 9. Management by Process Docs Part I by Ngo Quang Thuat 9 Bng so snh MBO MBP. Tiu ch so snh MBO MBP Kt qu cng vic + m bo theo mc tiu ra. + Hiu qu + Lm ng vic. + Kim sot c cng vic chi tit, nhng cha chc m bo mc tiu. + Hiu nng + Lm vic ng. Ngi s dng Thng l qun l cp cao v cp trung Thng l qun l cp trung v cp thp u im Thun li cho cng vic kh kim sot hoc o lng. Thun li cho cng vic kh xc nh mc tiu.
10. 10. Management by Process Docs Part I by Ngo Quang Thuat 10 1.3 ngha ca p dng MBP: 1.3.1 Xy dng cc ti liu phc v cho DN mt cch h thng, thng nht. 1.3.2Kim sot c chi tit vic thc hin cng vic thng qua vic xy dng lu quy trnh, xc nh cc im kim sot 1.3.3 Qun l tt cc cng vic kh xc nh mc tiu. 1.3.4 Xc nh chi tit nhu cu ca khch hng, phn tch quy trnh hnh vi. 1.3.5 Xy dng, chun ho dng lu thng sn phm hay thng tin trong DN.
11. 11. Management by Process Docs Part I by Ngo Quang Thuat 11 1.3 ngha ca MBP (tt) 1.3.6 Mt trong nhng nhim v quan trng nht ca MBP l lm sng t nhng giao l thng tin gia cc b phn hay nhn vin vi nhau. 1.3.7 p dng MBP l mt trong 8 nguyn tc qun l cht lng theo m hnh ISO 9001:2000: Hng vo khch hng Customer Focus. S lnh o Leadership.
12. 12. Management by Process Docs Part I by Ngo Quang Thuat 12 1.3 ngha ca MBP (tt) C s tham gia ca mi ngi Involvement of people. Cch tip cn theo qu trnh Proces approach. Cch tip cn theo h thng - System approach to management. Ci tin lin tc Continual improment. Quyt nh da trn s kin Fatual approach to decision making. Quan h hp tc c li vi nh cung ng Mutually beneficial supplier relationship.
13. 13. Management by Process Docs Part I by Ngo Quang Thuat 13 1.4 Yu cu ca h thng ti liu To thnh h thng ti liu cho DN c chun ho. Kim sot c h thng ti liu hin hnh thng t qu trnh son tho, phn phi, lu tr, chnh sa.. Ph duyt ti liu trc khi ban hnh. Xem xt, cp nht li khi cn thit. m bo s nhn bit cc thay i ca ti liu. m bo ti liu c sn ni s dng. m bo ti liu lun r rng, d nhn bit. Ti liu c ngun gc bn ngoi c nhn bit. Ngn nga s dng v tnh cc ti liu li thi.
14. 14. Management by Process Docs Part I by Ngo Quang Thuat 14 1.5 Kh khn trong vic p dng MBP: H thng ti liu khng kim sot (SL). Ch yu l do t chc cha c kinh nghip trong vic set up quy trnh. Ni dung ca h thng ti liu qu s si. Cc ti liu khng phn nh cc hot ng thc tin ang din ra. Qu t biu mu. Biu mu s l h s phn nh cc hot ng ca nhn vin. Qu t biu mu s dn n kh o lng v nh gi hiu qu cng vic, kh gii quyt tranh chp hay vi phm.
15. 15. Management by Process Docs Part I by Ngo Quang Thuat 15 1.5 Kh khn trong vic p dng (tt): Thc t hot ng khng p dng nh ti liu quy nh. H thng ti liu qu nhiu. Cng ty khng th kim sot c ti liu mi, li thi. Khng tin hnh ci tin, xem xt li h thng ti liu sau mt thi gian. Bnh giy t ngoi l?
16. 16. Management by Process Docs Part I by Ngo Quang Thuat 16 2/ QU TRNH SET UP TI LIU 2.1 Khi nim v phn bit ti liu h s: + Ti liu l nhng vn bn c ban hnh m mi thnh vin trong t chc phi tun theo. + H s l bng chng v vic thc hin theo ti liu.
17. 17. Management by Process Docs Part I by Ngo Quang Thuat 17 2.1 Khi nim ti liu h s (tt): Cc loi ti liu bao gm: + S tay. + Th tc. + Quy nh. + Hng dn. + Biu mu V d h s: bin bn vi phm. Trong phn I, ch xem xt n quy trnh setup cc ti liu l cc th tc.
18. 18. Management by Process Docs Part I by Ngo Quang Thuat 18 2.2 Cc bc thit lp TH TC Xc nh nhu cu. Xc nh mc ch. Xc nh phm vi. Xc nh s bc cng vic. Xc nh cc im kim sot. Xc nh ngi thc hin. Xc nh ti liu phi tun theo v h s. Xc nh phng php kim sot cc bc cng vic. Xc nh cc im cn kim tra th nghim. M t/din gii cc bc cng vic. Hon thin phn nh ngha, ti liu tham kho, biu mu km theo.
19. 19. Management by Process Docs Part I by Ngo Quang Thuat 19 2.2.1 Xc nh nhu cu p dng tiu chun mi. Ti cu trc. Nng cp h thng. Do yu cu ca cc cp qun l
20. 20. Management by Process Docs Part I by Ngo Quang Thuat 20 2.2.2 Xc nh mc ch: Xc nh bn cht ca quy trnh l g? Thng thng l GTGT ca quy trnh. Quy trnh cn tun th cc mc tiu/chnh sch ca t chc ntn? ngha: ton b cc bc cng vic, phng php kim sot, tn sut, thi hn s da trn mc ch setup quy trnh. VD: Xc nh mc ch ca quy trnh book xe?
21. 21. Management by Process Docs Part I by Ngo Quang Thuat 21 2.2.3 Phm vi ca th tc: Phm vi th tc c hiu tng t nh phm vi iu chnh ca mt vn bn php lut. Phm vi iu chnh c th l ton b t chc, theo b phn, theo c nhn, theo thi gian, khng gian, lnh vc
22. 22. Management by Process Docs Part I by Ngo Quang Thuat 22 2.2.3 Phm vi ca th tc: tt V d: I/ Mc ch: II/ Phm vi: Th tc ny p dng cho vic gii quyt khiu ni ca khch hng i vi ton b h thng nh hng ca cng ty. III/ nh ngha: ..
23. 23. Management by Process Docs Part I by Ngo Quang Thuat 23 2.2.4 Xc nh s bc cng vic trong quy trnh: Hin nay khng c quy chun cho vic xc nh bao nhiu bc cng vic l hp l. Thc t, mt quy trnh c th t 5 20 bc, tuy nhin nn t 8-15 bc l ph hp. Quy trnh c qu nhiu bc s dn n rc ri trong vic kim sot, ngc li th s dn n khng kim sot.
24. 24. Management by Process Docs Part I by Ngo Quang Thuat 24 2.2.4 Xc nh s bc cng vic trong quy trnh:(tt) phn tch cc bc trong mt quy trnh, cn da vo cc yu t sau: Input: u vo ca quy trnh gm nhng yu t no? Output: u ra ca quy trnh gm cu thnh ca cc yu t no? GTGT l g? Tip theo dng phng php 5W1H v 5M lm r vn .
25. 25. Management by Process Docs Part I by Ngo Quang Thuat 25 2.2.4 Xc nh s bc cng vic trong quy trnh:(tt) Phng php 5W1H: What? L g? Why? Ti sao? Who? Ai thc hin When? Khi no? Where? u? How? Lm th no thc hin. Phng php 5M (xc nh cc ngun lc): Man: con ngi. Money: Ti chnh. Machine: My mc. Material: Nguyn vt liu. Method: Phng php lm vic.
26. 26. Management by Process Docs Part I by Ngo Quang Thuat 26 2.2.4 Xc nh s bc cng vic trong quy trnh:(tt) case study V d xc nh s bc cng vic ca quy trnh book xe.
27. 27. Management by Process Docs Part I by Ngo Quang Thuat 27 2.2.5 Xc nh im kim sot: Vic xc nh cc im kim sot chnh l thc hin chc nng kim tra ca nh qun tr. V nguyn tc c bao nhiu bc cng vic, s c by nhiu im kim sot, nhng do cc ngun lc khng , do vy t chc ch thit lp cc im kim sot trng yu. Cc im kim sot trng yu tun theo quy tc Pareto 80/20.
28. 28. Management by Process Docs Part I by Ngo Quang Thuat 28 2.2.6 Xc nh ngi thc hin. Mi bc cng vic, cn phi xc nh bc do b phn/c nhn no thc hin. C nhiu quy trnh, cn xc nh cht ch hn qua: ngi thc hin chnh, ngi thc hin ph, ngi h tr.
29. 29. Management by Process Docs Part I by Ngo Quang Thuat 29 2.2.7 Xc nh bng kim sot qu trnh. Bng kim sot qu trnh l mt ti liu ring, phc v cho vic din gii qu trnh. Nhiu t chc a bng kim sot qu trnh l mt ti liu ca h thng, nhng nhiu t chc ch coi n l cng c h tr cho vic setup qu trnh.
30. 30. Management by Process Docs Part I by Ngo Quang Thuat 30 2.2.7 Xc nh bng kim sot qu trnh. (tt) Stt Cng on im kim sot Thit b s dng Tn sut Ti liu hng dn Ngi thc hin H s c tnh/ thng s Mc qui nh o lng Cng ngh
31. 31. Management by Process Docs Part I by Ngo Quang Thuat 31 2.2.8 Xc nh phng php th nghim Mc ch ca th nghim l xc nh xem cc cng vic c thc hin ng theo tiu chun ra hay khng? Pre test. y l giai on lm th, sn xut th, mt trong cc im quan trong nht ca phng php th nghim. Test trong qu trnh thc hin.
32. 32. Management by Process Docs Part I by Ngo Quang Thuat 32 2.2.8 Xc nh phng php th nghim (tt). Stt Cng on im kim sot Thit b s dng Tn sut Ti liu hng dn Ngi kim tra H s c tnh/ thng s Mc qui nh
33. 33. Management by Process Docs Part I by Ngo Quang Thuat 33 2.2.9 M t quy trnh: L m t c th cc bc trong quy trnh. Cch thc thc hin cc bc cng vic ntn? Trng hp vic din gii cch thc (how) thc hin qu phc tp, dith cn mt ti liu ring hng dn thc hin.
34. 34. Management by Process Docs Part I by Ngo Quang Thuat 34 2.2.10 Hon thin nh ngha, biu mu km theo. nh ngha (phn III): gii thch ngha cc thut ng trong quy trnh, din gii cc t vit tt. Biu mu km theo (phn VI): xc nh quy trnh gm nhng biu mu no km theo, m s???
35. 35. Management by Process Docs Part I by Ngo Quang Thuat 35 2.3 Cu trc ca th tc: Cu trc ca th tc gm: 2.3.1 Header Footer. 2.3.2 Trang ba. 2.3.3 Trang theo di kim sot thay i ti liu. 2.3.4 Phn ni dung chnh ca ti liu gm: + Mc ch. + Phm vi: + nh ngha: + Ni dung: + Ti liu tham kho. + Biu mu km theo.
36. 36. Management by Process Docs Part I by Ngo Quang Thuat 36 2.3.1 Header Footer: Phn Header: Phn Footer: Logo cty Tn ti liu M s: Ngy ban hnh: Ln sot xt: S trang:
37. 37. Management by Process Docs Part I by Ngo Quang Thuat 37 2.3.2 Trang ba Tn ti liu Ph duyt Xem xt Son tho
38. 38. Management by Process Docs Part I by Ngo Quang Thuat 38 2.3.3 Phn theo di chnh sa ti liu: Stt Mc chnh sa/Trang chnh sa Ni dung c Ni dung mi
39. 39. Management by Process Docs Part I by Ngo Quang Thuat 39 2.3.4 Phn ni dung chnh: Ghi phn mc ch, phm vi, nh ngha vo ti liu. Xy dng ni dung cho ti liu (ch yu l v v din gii lu ) nh sau: ( ghi ch: cc k hiu din gii lu thc hin theo th tc v hng dn bin son ti liu ca cng ty)
40. 40. Management by Process Docs Part I by Ngo Quang Thuat 40 2.3.4 Phn ni dung chnh (tt): Biu din lu qu trnh Hnh thc 1: gm c 03 ct: trch nhim, lu , ti liu/h s. Sau trang lu s n phn din gii cc bc trong quy trnh. Hnh thc 2: Thm phn m t quy trnh nhm din gii cc bc trong quy trnh.
41. 41. Management by Process Docs Part I by Ngo Quang Thuat 41 2.3.4 Phn ni dung chnh (tt): Hnh thc #1: Trch nhim thc hin Lu Ti liu/h s Din gii lu
42. 42. Management by Process Docs Part I by Ngo Quang Thuat 42 2.3.4 Phn ni dung chnh (tt): Hnh thc #2: Trch nhim thc hin Lu Ti liu/h s M t quy trnh
43. 43. Management by Process Docs Part I by Ngo Quang Thuat 43 2.3.4 Phn ni dung chnh (tt): Ti liu tham kho Ghi r tn ti liu m ti liu m n tham chiu ti/phi tun th theo trong phn ti liu tham kho. Cc ti liu tham kho thng l cc ti liu cp cao hn, hiu lc cao hn hoc l vn bn php lut ca nh nc.
44. 44. Management by Process Docs Part I by Ngo Quang Thuat 44 2.3.4 Phn ni dung chnh (tt): Ti liu tham kho (tt) V d: IV/ Ni dung: . V/ Ti liu tham kho: Php lnh hp ng kinh t, 1989. Ngh nh 17/HDBT ca hi ng b trng 1989 hng dn chi tit thi hnh php lnh kinh t. S tay kinh doanh m s: HB/ST-02. VI/ H s:
45. 45. Management by Process Docs Part I by Ngo Quang Thuat 45 2.3.4 Phn ni dung chnh (tt): Biu mu km theo Biu mu l mt trong nhng ti liu quan trng nht ca h thng qun l. Khi biu mu cha c s dng, n l ti liu, nhng khi c s dng, n l h s. Theo ISO 9000:2000 (2.7.2) th h s l nhng ti liu cung cp bng chng khch quan v cc hot ng c thc hin hay kt qu t c.
46. 46. Management by Process Docs Part I by Ngo Quang Thuat 46 2.3.4 Phn ni dung chnh (tt): Biu mu km theo (tt) V d V/ Ti liu tham kho: . VI/ Biu mu km theo: Phiu ghi nhn khiu ni khch hng m s: HB/TT-02/BM01. Phiu tng hp kin khch hng, m s: HB/TT-02/BM02.
47. 47. Management by Process Docs Part I by Ngo Quang Thuat 47 2.4 Th tc kim sot ti liu Th tc kim sot ti liu l mt trong 6 th tc bt buc theo tiu chun ISO 9001:2000. Ngoi ra, mc ch ca vic xy dng th tc kim sot ti liu l vic chun ho phng php MBP.
48. 48. Management by Process Docs Part I by Ngo Quang Thuat 48 2.4.1 Cc yu cu ca kim sot ti liu: Lnh o cao nht phi ph duyt ti liu trc khi ban hnh. Xem xt, cp nht ti liu khi cn thit. m bo nhn bit c s thay i v tnh trng sa i hin hnh ca ti liu. m bo ti liu thch hp c sn ti cc ni s dng.
49. 49. Management by Process Docs Part I by Ngo Quang Thuat 49 2.4.1 Cc yu cu ca kim sot ti liu: (tt) m bo ti liu lun r rng, d nhn bit. m bo ti liu c ngun gc bn ngoi c nhn bit v vic phn phi ca chng c kim sot. Ngn nga vic s dng v tnh cc ti liu li thi v p dng du hiu nhn bit thch hp nu chng c gi li v mc ch no .
50. 50. Management by Process Docs Part I by Ngo Quang Thuat 50 2.4.2 Cc biu mu kim sot ti liu: Phiu xut son tho ti liu mi. Phiu xut thay i ti liu. Danh mc ti liu. Danh sch phn phi ti liu . Bng theo di thay i ti liu. Phiu xut p dng ti liu bn ngoi.
51. 51. Management by Process Docs Part I by Ngo Quang Thuat 51 2.4.3 hng dn son tho ti liu. L ti liu km theo th tc kim sot ti liu. Hng dn chi tit qu trnh son tho ti liu. Ni dung quy nh: c ch, fonts, l, cc biu tng trong lu , m s, hnh thc ti liu, quy nh v ng du ti liu -----HT PHN I-----
52. 52. MANAGEMENT BY PROCESS Bui 2: II - Cc ti liu thuc h thng ti liu ca cng ty. III - Kim sot ti liu ca b phn. IV - Kim sot h s.
53. 53. Management by Process Docs Part I by Ngo Quang Thuat 53 PHN II: H THNG TI LIU CA DN Cp 1 Cp 2 Cp 3 Cp 4 S tay Th tc Hng dn cng vic, Quy nh, tiu chun Biu mu/h s
54. 54. Management by Process Docs Part I by Ngo Quang Thuat 54 Bng so snh h thng ti liu DN v h thng php lut Hin php/lut Ngh nh Thng t/Ch th/Hng dn Mu vn bn S tay Th tc Hng dn cng vic, Quy nh, tiu chun Biu mu/h s Bn cht xy dng h thng ti liu l xy dng h thng php lut cho DN.
55. 55. Management by Process Docs Part I by Ngo Quang Thuat 55 Din gii Ti liu cp cao s c hiu lc cao hn ti liu cp thp. Din gii s tay l cc quy trnh, quy nh, hng dn. Biu mu lun phi i km vi mt ti liu nh: th tc, quy nh, hng dn Ngoi l so vi h thng php lut.
56. 56. Management by Process Docs Part I by Ngo Quang Thuat 56 1. S tay 1.1 Khi nim: + Theo ISO 9000:2000, s tay cht lng l ti liu cung cp nhng thng tin nht qun, cho c ni b v bn ngoi, v h thng qun l cht lng ca t chc. + Theo cch hiu thng thng s tay l cm nang hot ng cho mt lnh vc no .
57. 57. Management by Process Docs Part I by Ngo Quang Thuat 57 1.2 Mc ch ca s tay: Cung cp thng tin gii thiu cho cc bn lin quan: khch hng, c ng chin lc, Ban Gim c Gii thiu trit l kinh doanh, s mng, mc tiu, vn ho DN Cung cp cc thng tin c bn v h thng qun l ca DN. Cc mc ch khc cn tu thuc vo tng loi s tay.
58. 58. Management by Process Docs Part I by Ngo Quang Thuat 58 1.3 Phn loi: 1.3.1 S tay cht lng: y l loi s tay ca h thng qun l ISO 9000 (phin bn mi nht l ISO 9001:2000). V ni dung, hu nh ton b ni dung ca s tay cht lng gn nh tng ng vi ni dung ca tiu chun ISO 9001:2000.
59. 59. Management by Process Docs Part I by Ngo Quang Thuat 59 1.3.1 S tay cht lng: (tt) Chng IV: H thng qun l cht lng. 4.1 p ng cc yu cu chung. 4.2 Ti liu h thng. + Gii thiu cc loi ti liu ca h thng. + Th tc kim sot ti liu. + Th tc kim sot h s. 4.3 Ti liu lin quan.
60. 60. Management by Process Docs Part I by Ngo Quang Thuat 60 1.3.1 S tay cht lng: (tt) Chng V: Lnh o 5.1 Cam kt ca lnh o. 5.2 Hng vo khch hng. 5.3 Chnh sch cht lng. 5.4 Hoch nh. 5.5 Trch nhim quyn hn v trao i thng tin. 5.6 Xem xt lnh o.
61. 61. Management by Process Docs Part I by Ngo Quang Thuat 61 1.3.1 S tay cht lng: (tt) Chng VI: qun l ngun lc. 6.1 Cung cp ngun lc. 6.2 Ngun nhn lc. 6.3 C s h tng. 6.4 Mi trng lm vic.
62. 62. Management by Process Docs Part I by Ngo Quang Thuat 62 1.3.1 S tay cht lng: (tt) Chng VII: Thc hin sn phm v dch v. 7.1 Hoch nh vic to sn phm. 7.2 Cc qu trnh lin quan n khch hng. 7.3 Thit k v pht trin. 7.4 Mua hng. 7.5 Sn xut v cung cp dch v. 7.6 Kim sot thit b theo di v o lng.
63. 63. Management by Process Docs Part I by Ngo Quang Thuat 63 1.3.1 S tay cht lng: (tt) Chng VIII: o lng, phn tch, ci tin 8.1 Khi qut. 8.2 Theo di v o lng. 8.3 Kim sot sn phm khng ph hp. 8.4 Phn tch d liu. 8.5 Ci tin.
64. 64. Management by Process Docs Part I by Ngo Quang Thuat 64 1.3.2 Cc loi s tay khc: S tay chc nng. V d: + s tay b phn nhn s. + s tay kinh doanh. + s tay k ton S tay HACCP, SA 8000, ISO 14000. S tay hot ng (h thng nhng quyn). Operation manual. S tay nhn vin.
65. 65. Management by Process Docs Part I by Ngo Quang Thuat 65 1.4 Hin trng xy dng s tay ca cc DN hin nay. Mi dng li vic pht trin s tay theo yu cu ca cc tiu chun m DN ang p dng. Cha bao qut c ton b hot ng ca DN. Ni dung ca cc s tay qu kh cng, p dng cng nhc theo nguyn vn ca tiu chun tng ng. Theo quan im mi, cn xy dng s tay p ng c mc ch xy dng s tay, c bit phi d hiu v m bo yu cu ca cc bn quan tm.
66. 66. Management by Process Docs Part I by Ngo Quang Thuat 66 1.5 Xy dng s tay cng ty. 1.5.1 Cc thay i so vi yu cu kim sot ti liu: Trang ba, phn Header v Footer, trang chnh sa ti liu tun theo ng Th tc kim sot v hng dn bin son ti liu. Phn biu mu (ti liu din gii khng ghi vo phn VI m ghi trc tip trong tng phn lin quan). C th pht trin thm phn mc ch, phm vi, ti liu tham kho.
67. 67. Management by Process Docs Part I by Ngo Quang Thuat 67 1.5.2 C cu ni dung s tay 1.5.2.1 Phn m u (chng I). Gii thiu lch s hnh thnh cng ty. Ban lnh o cng ty. C cu t chc. Lnh vc kinh doanh. Kt qu kinh doanh. nh hng pht trin.
68. 68. Management by Process Docs Part I by Ngo Quang Thuat 68 1.5.2.2 Chng II: H thng ti liu: Gii thiu m hnh ti liu. Kim sot ti liu. Kim sot h s.
69. 69. Management by Process Docs Part I by Ngo Quang Thuat 69 1.5.2.3 Chng III: Qun tr C cu t chc. U quyn. Qun l thng tin ni b. H thng bo co ni b.
70. 70. Management by Process Docs Part I by Ngo Quang Thuat 70 1.5.2.4 Qun tr nhn s: Tuyn dng. o to. nh gi cng vic . Lng thng. Cc ch phc li. K lut
71. 71. Management by Process Docs Part I by Ngo Quang Thuat 71 1.5.2.4 Qun tr nhn s: (tt) V d: Chng 3 Qun tr nhn s . 3.7 K lut: Vic k lut ca cng ty tun theo cc quy nh php lut lao ng hin hnh. Vic thc hin, xem xt, x l, khiu ni v k lut tun theo th tc hng dn xem xt k lut v khiu ni m s: KV/PR-12
72. 72. Management by Process Docs Part I by Ngo Quang Thuat 72 1.5.2.5 Cc chng khc Marketing. Bn hng Dch v. Hnh chnh. K ton
73. 73. Management by Process Docs Part I by Ngo Quang Thuat 73 2. Th tc ( c xy dng trong phn Part I)
74. 74. Management by Process Docs Part I by Ngo Quang Thuat 74 3. Quy nh 3.1 Khi nim: Ton b phn ni dung v hnh thc ca ti liu tun theo th tc kim sot ti liu. Phn bit khi nim quy nh thng thng v khi nim quy nh trong h thng ti liu. + Theo cch hiu thng thng, quy nh l tt c nhng g m mt thnh vin trong t chc phi thc hin. Nh vy, bn thn cc ti liu khc nh s tay, th tc, hng dn u l cc quy nh. + Theo nh ngha ca ISO 9000: 2000, th quy nh l ti liu cng b cc yu cu (documents stating requirements).
75. 75. Management by Process Docs Part I by Ngo Quang Thuat 75 3.2 Cc loi quy nh trong DN: Thc hin ch k ton ti chnh theo quy nh ca php lut. Thc hin quy nh v lao ng. Thc hin cc chnh sch ca DN v kinh doanh, nhn s nh: + Quy nh v thng doanh s. + Ni quy. + Quy nh v cc hnh vi, phng php x s, giao tip ca cc thnh vin trong t chc
76. 76. Management by Process Docs Part I by Ngo Quang Thuat 76 3.3 Chc nng nhim v, m t cng vic 3.3.1 Khi qut: + Chc nng, nhim v v m t cng vic l mt loi quy nh c th ca t chc. + Cn phn bit hai khi nim chc nng v nhim v: _ Chc nng l g? Chc nng l nhim v trng tm ca b phn. _ Nhim v l g? Ci m bn phi thc hin.
77. 77. Management by Process Docs Part I by Ngo Quang Thuat 77 3.3.2 M hnh CN-NV-MTCV Chc nng 1 Quy trnh 1 Quy trnh 2 Nhim v 1.1 Nhim v 1.3Nhim v 1.2 NV ca TP NV ca Staff1 NV ca Staff2
78. 78. Management by Process Docs Part I by Ngo Quang Thuat 78 3.3.2 M hnh CN-NV-MTCV (tt) Bc 1: Xc nh cc chc nng chnh. Bc 2: Xy dng cc quy trnh cho mi chc nng. Bc 3: Lp list cc nhim v. Trong cc phn ny cn lu n 4 chc nng ca nh qun tr: lp k hoch, t chc, lnh o, kim tra. Bc 4: Chuyn cc NV cho cc Staff hay qun l thch hp.
79. 79. Management by Process Docs Part I by Ngo Quang Thuat 79 3.3.3 Ni dung chnh bn MTCV: Mc tiu cng vic: Nhim v: + Hu ht cc t chc ch lit k cc NV ca nhn vin m khng th hin trong rng NV thc hin nh th no. + Chng ta c th thit k phn nhim v lm nhiu ct nh nhim v, ti liu, yu cu.. Quyn hn. Bo co v u quyn. Nhiu t chc tch hp thm phn tiu chun cng vic.
80. 80. Management by Process Docs Part I by Ngo Quang Thuat 80 4. Tiu chun: Hin nay trong DN tn ti hai loi tiu chun chnh l: + Tiu chun cng vic. + Tiu chun sn phm. Ni dung v hnh thc xy dng tiu chun tun theo quy trnh kim sot ti liu.
81. 81. Management by Process Docs Part I by Ngo Quang Thuat 81 5. Hng dn cng vic: HDCV thng chi tit cc ni dung trong s tay, th tc hoc quy nh. i vi mi yu cu trong cc loi ti liu ny, s pht sinh quy tc: 5W1H. HDCV chnh l chi tit ch How trong quy tc ny. HDCV phn lm hai loi chnh: theo loi cng vic v theo ngi s dng. Thng thng HDCV c dng cho mt loi cng vic tng ng vi mt ngi s dng th s thun li hn trong vic tip cn. Ni dung v hnh thc ca HDCV tun theo th tc kim sot ti liu, v thng c phn thnh nhiu bc khc nhau, c din gii chi tit cho tng bc cng vic.
82. 82. Management by Process Docs Part I by Ngo Quang Thuat 82 6. Hng dn vn hnh: 6.1 i tng s dng: + Cc loi my mc. + My vi tnh, server
83. 83. Management by Process Docs Part I by Ngo Quang Thuat 83 6.2 C cu ni dung ca ti liu: 6.2.1 Chun b: + Nhin liu. + H thng in. 6.2.2 Thao tc m my. 6.2.3 Thao tc vn hnh. + Cc bc vn hnh my. + Quy nh thi gian kim tra.
84. 84. Management by Process Docs Part I by Ngo Quang Thuat 84 6.2 C cu ni dung ca ti liu: 6.2.4 Tt my. + Thao tc tt my. + Thu dn, sp xp li ni lm vic. 6.2.5 Cc s c thng gp v cch x l. Mc ch l to ra s hng dn cho ngi vn hnh cc s c thng gp h c th x l trc tip m khng cn s h tr t bn ngoi. 6.2.6 Bo tr.
85. 85. Management by Process Docs Part I by Ngo Quang Thuat 85 7. Biu mu Hu nh ton b hot ng ca cng ty th hin qua cc biu mu. Biu mu khi c ghi chp s l bng chng khch quan v vic thc hin cng vic ca NV. V tm quan trng ca BM, mt s cng ty thng lp mt danh sch qun l tt c cc loi biu mu.
86. 86. Management by Process Docs Part I by Ngo Quang Thuat 86 7. Biu mu Danh sch biu mu thng do phng HC qun l. L do, n s lin quan n vic cp pht, s dng cho cc phng ban chc nng.. BM khng bao gi ng c lp m lun i km cc ti liu quy nh v din gii cho n, nh th tc, quy nh, hng dn M s biu mu thng i km m s ti liu i km vi n, v d: 04/KV/TT-11/BM hoc KV/TT-11/BM04
87. 87. PHN III: KIM SOT TI LIU CA B PHN
88. 88. Management by Process Docs Part I by Ngo Quang Thuat 88 1. Pht sinh ti liu mi. Lp giy ngh son tho ti liu mi (theo mu th tc kim sot ti liu). Son tho ti liu theo hng dn son tho ti liu. Chuyn ti liu cho cc b phn c kin (nu ti liu lin quan n phng ban khc). Lin h b phn HC xin m s ti liu. Trnh G xem xt v ph duyt. B phn HC photo v phn phi ti liu.
89. 89. Management by Process Docs Part I by Ngo Quang Thuat 89 2. Thay i ti liu: Lp giy ngh thay i ti liu. Chuyn phng ban khc cho kin, tp hp. Trnh GD xem xt v ph duyt. Phng HC chnh sa ti liu h thng v phn phi.
90. 90. Management by Process Docs Part I by Ngo Quang Thuat 90 3. Phn phi v hun luyn: B phn lin quan s nhn c mt bn copy ti liu t phng HC. Bn copy phi c ng du kim sot. Khi nhn c ti liu, trng BP c trch nhim gii thch, hun luyn cho nhn vin v quy trnh mi. Trng b phn lp bin bn hun luyn, c ch k ca NV tham gia, bin bn hun luyn chnh phi chuyn v phng NS lu.
91. 91. Management by Process Docs Part I by Ngo Quang Thuat 91 4. Danh mc ti liu ni b. Danh mc ti liu ni b bao gm tt c cc ti liu pht sinh trong ni b cng ty. Mi b phn phi lp mt danh mc ti liu ni b ca b phn mnh v cp nht danh mc ti liu thng xuyn.
92. 92. Management by Process Docs Part I by Ngo Quang Thuat 92 4. Danh mc ti liu ni b. (tt) M s Phn loi Ch Tn ti liu Thi gian ban hnh B phn ban hnh Ln ban hnh Ghi ch
93. 93. Management by Process Docs Part I by Ngo Quang Thuat 93 5. Ti liu bn ngoi: 5.1 Khi nim: Ti liu bn ngoi l ti liu c ngun gc t bn ngoi. 5.2 Phn loi: Vn bn php lut. Ti liu k thut ca khch hng. Sch hng dn chuyn mn. Ti liu ca cng ty khc
94. 94. Management by Process Docs Part I by Ngo Quang Thuat 94 5.2 Phn loi: (tt) Ti liu bn ngoi cn c phn lm loi c tnh cht bt buc v ti liu tham kho. Ti liu c tnh cht bt buc v d nh vn bn php lut, ti liu k thut ca khch hng hng dn cho tng n hng c th. Nhng ti liu ny phi c kim sot tng t nh ti liu ni b ca cng ty. Ti liu bt buc c ng du kim sot v ti liu tham kho c ng du tham kho.
95. 95. Management by Process Docs Part I by Ngo Quang Thuat 95 5.3 Kim sot ti liu bn ngoi. B phn phi duy tr mt danh mc ti liu bn ngoi vi mu tng t danh mc ti liu ni b. Khi pht sinh ti liu bn ngoi, b phn lp phiu ngh p dng ti liu bn ngoi, trnh GD ph duyt (hoc c th u quyn ph duyt cho TP).
96. 96. Management by Process Docs Part I by Ngo Quang Thuat 96 PHN IV: KIM SOT H S
97. 97. Management by Process Docs Part I by Ngo Quang Thuat 97 1. Yu cu: Xc nh bng chng v qu trnh thc hin h thng ti liu. m bo tnh r rng, d nhn bit, d s dng. Xc nh phng php bo qun, bo v. Xc nh thi gian lu tr v hu b h s. Cch thc s dng.
98. 98. Management by Process Docs Part I by Ngo Quang Thuat 98 2. ngha: Gim ri ro khi nhn vin ngh vic, ngh t xut. Thun li cho qu trnh bn giao cng vic. Truy xut nhanh h s
99. 99. Management by Process Docs Part I by Ngo Quang Thuat 99 3. Phn loi h s: H s trong my/ cng/server. H s giy. H s trn mng/email. H s lu trn cc a CD.
100. 100. Management by Process Docs Part I by Ngo Quang Thuat 100 4. Danh mc h s. Stt Tn h s Ngi qun l Ngi c c h s V tr h s Dng h s Cch phn loi sp xp Ngy pht sinh h s Ngy ct h s Thi gian lu Phng php hu b Vn bn Trong cng CD
101. 101. Management by Process Docs Part I by Ngo Quang Thuat 101 5. Qun l h s ca b phn. Cng ty phi c danh mc h s chung. Danh mc ny ch yu nu ra nguyn tc qun l cc loi h s. Danh mc h s ca b phn no th b phn t qun l. Trong cc loi h s, hin nay vic qun l h s trong my vi tnh ca cc cng ty cn nhiu vng mc.
102. 102. CM N S THAM GIA CA QU V