quan tri chat luong 5647

TRNG AI HOC A LAT

F 7 G

GIAO TRNH

QUAN TR CHAT LNG

TRNG TH NGOC THUYEN

2002

Quan tr chat lng - 2 -

MUC LUC MUC LUC............................................................................................................................................ 2 LI M AU ...................................................................................................................................... 6 CHNG I NHNG VAN E CHUNG VE...................................................................................... 8 CHAT LNG SAN PHAM ............................................................................................................... 8

I. VAI TRO CUA CHAT LNG TRONG MOI TRNG CANH TRANH TOAN CAU........... 8 II. S CAN THIET PHAI QUAN TAM EN CHAT LNG..................................................... 11

1. Nang cao hieu qua quan ly kinh te :....................................................................................... 11 2. Do yeu to canh tranh: ............................................................................................................. 12 3. Do nhu cau cua ngi tieu dung:............................................................................................ 12 4. Do s tang trng kch thc va s phc tap cua san pham................................................... 13 5. Mong muon cua nhan vien: .................................................................................................... 13 6. oi hoi ve s can bang gia chat lng va bao ve moi trng .............................................. 13 7. Yeu cau tiet kiem ................................................................................................................... 14

III. CANH TRANH CHAT LNG SAU AI CHIEN THE GII II .......................................... 15 IV. TNH TRANG CUA CAC NC ANG PHAT TRIEN ....................................................... 19 V. TNH HNH QUAN LY CHAT LNG TAI VIET NAM ...................................................... 20 TOM TAT ...................................................................................................................................... 24

CHNG II MOT SO KHAI NIEM CHAT LNG ....................................................................... 25 I. QUAN NIEM MI VE SAN PHAM DI GOC O KINH DOANH .................................... 25

1. Khai niem san pham:.............................................................................................................. 25 2. Phan cng va phan mem san pham trong kinh doanh............................................................ 25

II. CHAT LNG SAN PHAM: ................................................................................................... 27 1. Chat lng .............................................................................................................................. 27 2. ac iem cua chat lng:....................................................................................................... 28 3. Chat lng tong hp: .............................................................................................................. 28 4. Cac yeu to anh hng:............................................................................................................ 29

a) Nhom yeu to ben ngoai: ..................................................................................................... 29 b) Nhom yeu to ben trong: ..................................................................................................... 31

3. Chi ph an cua san xuat kinh doanh (SCP -shadow costs of production) ............................... 31 a) Chi ph phong nga: ........................................................................................................... 32 b) Chi ph tham nh, anh gia, kiem tra:............................................................................... 33 c) Chi ph sai hong :................................................................................................................ 33

TOM TAT: ..................................................................................................................................... 36 CHNG III QUAN LY CHAT LNG TOAN DIEN TQM (Total Quality Management)...... 38

I. QUA TRNH PHAT TRIEN CUA QUAN TR CHAT LNG................................................ 38 1. Lc s hnh thanh: ................................................................................................................ 38 2. Mot so nhan thc sai lam ve chat lng:................................................................................ 39

a) Sai lam 1: Quan niem sai ve chat lng............................................................................. 39 b) Sai lam 2: Quan niem chat lng cao oi hoi chi ph ln. ................................................. 40 c) Sai lam 3 : Nhan manh vao chat lng se lam giam nang suat.......................................... 40 d) Sai lam 4: Quy loi chat lng kem cho ngi lao ong .................................................... 41 e) Sai lam 5: Chat lng c am bao do kiem tra chat che................................................ 41

II. CAC PHNG THC QUAN LY CHAT LNG: ................................................................ 42 1. Kiem tra chat lng (QualityVerification Strategy): ............................................................. 42 2. Kiem soat chat lng (QC Quality Control) ........................................................................ 43 3. am bao chat lng (Quality Assurance) .............................................................................. 45 4. Kiem soat chat lng toan dien (Total quality control): ........................................................ 46 5. Quan ly chat lng toan dien (Total Quality Management TQM) ........................................ 47

III. NHAN THC VE QUAN LY CHAT LNG TOAN DIEN (TQM)TRONG DOANH NGHIEP ......................................................................................................................................... 48

Trng Th Ngoc Thuyen Khoa Quan Tr


IV. CAC NGUYEN TAC CUA TQM ............................................................................................ 50 1. nh hng vao khach hang................................................................................................... 50 2. S lanh ao:............................................................................................................................ 51 3. S tham gia cua moi thanh vien: ............................................................................................ 51 4. Tnh he thong: ........................................................................................................................ 51 5. Chu trong quan ly theo qua trnh:........................................................................................... 52 6. Nguyen tac kiem tra: .............................................................................................................. 53 7. Quyet nh da tren s kien: .................................................................................................. 53 8. Cai tien lien tuc: ..................................................................................................................... 53 9. Phat trien quan he hp tac cung co li : ................................................................................. 54 10. Quan tr chat lng phai da tren c s phap ly:.................................................................. 54

V. CAC AC IEM CUA TQM: .................................................................................................. 54 1. Lam ung ngay t au............................................................................................................ 54 2. Chat lng la trc het, khong phai li nhuan la tc thi: ..................................................... 55 3. Con ngi, yeu to c ban so 1 trong TQM: ............................................................................ 55 4. Quan tr ngc dong: .............................................................................................................. 55 5. Tien trnh tiep theo chnh la khach hang:............................................................................... 56

VI. CAC U THE CUA TQM ....................................................................................................... 57 TOM TAT ...................................................................................................................................... 59

CHNG IV CAC PHNG PHAP, KY THUAT QUAN LY CHAT LNG.............................. 61 I. CHU TRNH DEMING .............................................................................................................. 61 II. QUAN LY CHC NANG NGANG .......................................................................................... 64 III. NHOM CHAT LNG ........................................................................................................... 67 IV. PHNG PHAP 5S ................................................................................................................. 69

1) Noi dung................................................................................................................................. 69 2) Cac bc ap dung 5S.............................................................................................................. 70

V. TAN CONG NAO ..................................................................................................................... 72 1) Khai niem............................................................................................................................... 72 2) Cac bc c ban e thc hien Tan cong nao. ........................................................................ 73 3) Cac ieu kien e thc hien Tan cong nao co hieu qua .......................................................... 73 4 ) Braintorming co the c s dung e: .................................................................................. 74

VI. KIEM SOAT QUA TRNH BANG THONG KE..................................................................... 75 1.) Bieu o tien trnh (Lu o) ................................................................................................... 75

a) Khai niem:.......................................................................................................................... 75 b) Cach thc hien:................................................................................................................... 76 c) V du: .................................................................................................................................. 77 d) Tac dung:........................................................................................................................... 78

2) Phieu kiem tra:....................................................................................................................... 78 a. Khai niem: .......................................................................................................................... 78 b. Tac dung: ............................................................................................................................ 78 c. Cac bc c ban e s dung phieu kiem tra:...................................................................... 78 d. Mot vai v du ve phieu kiem tra: ........................................................................................ 78

3) Bieu o nhan qua. .................................................................................................................. 80 a) Khai niem:.......................................................................................................................... 80 b) Tac dung:............................................................................................................................ 80 c) Cach s dung: ..................................................................................................................... 81 d) V du:.................................................................................................................................. 82

4) Bieu o kiem soat. ................................................................................................................. 82 a) Khai niem:.......................................................................................................................... 82 b) Tac dung:............................................................................................................................ 83 c) Phan loai:............................................................................................................................ 83 d) Cac bc c ban e s dung bieu o kiem soat: ............................................................... 84 e) Cach oc bieu o kiem soat: .............................................................................................. 84



f) V du: .................................................................................................................................. 85 5. Bieu o cot (Bieu o phan bo tan so)..................................................................................... 87

a) Khai niem:.......................................................................................................................... 87 b) Tac dung:............................................................................................................................ 88 c) Cach s dung: ..................................................................................................................... 88 d) Cach oc bieu o cot:......................................................................................................... 88

6. Bieu o Pareto........................................................................................................................ 90 a) Khai niem:.......................................................................................................................... 90 b) Tac dung:............................................................................................................................ 91 c) Cach s dung: ..................................................................................................................... 91 d) V du:.................................................................................................................................. 91

7. Bieu o tan xa. ....................................................................................................................... 92 a) Khai niem:.......................................................................................................................... 92 b) Tac dung:............................................................................................................................ 93 c) Cach s dung: ..................................................................................................................... 93 d) Cach oc bieu o:............................................................................................................... 93

VII. SO SANH VI MO HNH CHUAN....................................................................................... 95 VIII. KAIZEN ................................................................................................................................ 96 IX. PHNG PHAP UNG THI HAN (JIT : JUST IN TIME).................................................. 99 TOM TAT .................................................................................................................................... 100

CHNG V LNG HOA - ANH GIA CHAT LNG .......................................................... 101 I. C S KHOA HOC VA NHNG NGUYEN TAC C BAN VE ANH GIA CHAT LNG....................................................................................................................................................... 101 II.CAC PHNG PHAP XAC NH CHAT LNG .............................................................. 103

1. Phng phap phong th nghiem............................................................................................ 104 2. Phng phap cam quan......................................................................................................... 105 3.Phng phap xa hoi hoc. ....................................................................................................... 106 4. Phng phap chuyen vien. ................................................................................................... 106

III. LNG HOA MOT SO CH TIEU CHAT LNG:............................................................ 108 1. He so chat lng -He so mc chat lng.............................................................................. 108 2. Mc chat lng:.................................................................................................................... 109

VI. ANH GIA CHAT LNG QUAN TR KINH DOANH..................................................... 110 1. Xac nh he so chat lng quan tr kinh doanh: ................................................................... 110 2. Xac nh he so phan hang (Kph).......................................................................................... 111

CHNG VI HE THONG QUAN LY CHAT LNG THEO TIEU CHUAN ISO 9000 ............. 113 I. HE THONG CHAT LNG .................................................................................................... 113

1. Khai niem:............................................................................................................................ 113 2 Vai tro cua he thong van ban: ............................................................................................... 114

II. GII THIEU VE BO TIEU CHUAN ISO 9000 ...................................................................... 115 1) Khai quat:............................................................................................................................. 115 2) Lc s hnh thanh: .............................................................................................................. 115 3. Trng hp ap dung va li ch cua viec ap dung ISO 9000 : ............................................... 116

a) ISO 9000 c ap dung trong cac trng hp sau:........................................................... 116 b) Li ch: ............................................................................................................................. 118

III. BO ISO 9000:2000 ................................................................................................................. 118 1) Cac tieu chuan cua bo ISO 9000: 2000................................................................................ 118 2) Nhng thay oi chnh gia ISO 9000: 1994 va ISO 9000:2000........................................... 119

IV. XAY DNG VA AP DUNG HE THONG CHAT LNG................................................... 119 1) Giai oan 1: Phan tch tnh hnh va hoach nh ................................................................... 120

a) S cam ket cua lanh ao .................................................................................................. 120 b) Lap ke hoach thc hien, thanh lap ban ch ao, nhom cong tac ...................................... 120 c) Chon t van ben ngoai neu thay can thiet........................................................................ 121 d) Xay dng nhan thc ve ISO 9000 trong cong ty .............................................................. 121



e) ao tao ............................................................................................................................. 121 f) Khao sat he thong hien co ................................................................................................ 122 g) Lap ke hoach thc hien .................................................................................................... 122

2) Giai oan 2: Viet cac tai lieu cua he thong chat lng........................................................ 122 a) Viet tai lieu....................................................................................................................... 122 b) Pho bien............................................................................................................................ 122

3) Giai oan 3: Thc hien va cai tien....................................................................................... 122 a) Cong bo ap dung .............................................................................................................. 122 b) anh gia chat lng noi bo .............................................................................................. 122 c) Xem xet cua lanh ao....................................................................................................... 123 d) anh gia trc chng nhan .............................................................................................. 123

4) Giai oan 4: Chng nhan ..................................................................................................... 123 a) anh gia s bo.................................................................................................................. 123 b) anh gia chnh thc.......................................................................................................... 123 c) Quyet nh chng nhan..................................................................................................... 124 d) Giam sat sau chng nhan va anh gia lai......................................................................... 124

V. ISO 9000 VA QUAN LY CHAT LNG TOAN DIEN(TQM)............................................. 124 VI . MOT SO HE THONG CHAT LNG KHAC .................................................................... 126

1) He thong Q.base................................................................................................................... 126 2) He thong QS-9000................................................................................................................ 127 3) Cac he thong am bao an toan thc pham........................................................................... 128

TOM TAT .................................................................................................................................... 132 CAU HOI ON TAP .......................................................................................................................... 133

PHAN 1. ....................................................................................................................................... 133 PHAN II ....................................................................................................................................... 134 PHAN III ...................................................................................................................................... 135

BAI TAP AP DUNG ........................................................................................................................ 140 BAI 1 ............................................................................................................................................ 140 Bai 2 ............................................................................................................................................. 140 Bai 3 ............................................................................................................................................. 141 Bai 4 ............................................................................................................................................. 142 Bai 5: ............................................................................................................................................ 142 Bai 6: ........................................................................................................................................... 143 Bai 7 ............................................................................................................................................. 145 Bai 8 ............................................................................................................................................. 146 Bai 9 ............................................................................................................................................. 147 Bai 10 ........................................................................................................................................... 147 Bai 11 ........................................................................................................................................... 148 Bai 12 ........................................................................................................................................... 148 Bai 13 ........................................................................................................................................... 149 Bai 14 ........................................................................................................................................... 150 Bai 15 ........................................................................................................................................... 150 Bai 16 ........................................................................................................................................... 151 Bai 17 ........................................................................................................................................... 152 Bai 18 ........................................................................................................................................... 153 Bai 19 ........................................................................................................................................... 153 Bai 20 ........................................................................................................................................... 153

TAI LIEU THAM KHAO ................................................................................................................ 154



LI M AU Chung ta ang song trong mot the gii ay ray nhng s bien ong. S canh tranh gay gat tren quy mo toan cau a tao ra nhng thach thc mi trong kinh doanh, tr thanh s song con cua moi doanh nghiep. Trong o chat lng hang hoa gi vai tro quan trong e nang cao v the canh tranh. Joseph M. Jura, chuyen gia chat lng noi tieng cua My a nhan nh: The ky XXI sap ti se la the ky cua chat lng. Hien nay xu the chung cua the gii la tang nhanh qua trnh toan cau hoa va khu vc hoa. Trong xu the chung o, nen kinh te nc ta cung ngay cang tham gia mot cach tch cc vao cac qua trnh tren. Chnh trong ieu kien nay chung ta cang phai quan tam en viec hoc hoi cac phng phap quan ly tien tien va van dung mot cach sang tao vao ieu kien, hoan canh cu the e a nen kinh te nc ta phat trien nhanh, bat kp vi s phat trien chung cua the gii. Mot trong nhng ly do ln nhat khien hang hoa Viet Nam b nc ngoai lan at tren th trng la do chat lng hang hoa cua chung ta con thap. Sc ep nay se con tang len trc Khu vc mau dch t do cua cac nc ong Nam A (AFTA). V vay viec nang cao chat lng hang hoa la mot nhu cau cap bach va o thc s la mot bai toan nan giai oi vi cac doanh nghiep hien nay. Thu tng Phan Van Khai a phat bieu: " Bc vao thi ky mi, trc nhng yeu cau mi khong the lam an nh cu ma nen kinh te phai chuyen ong toan dien, ong bo, i vao chieu sau chat lng ... Nha nc tao ieu kien het mc nh vay nham phat huy toi a nguon lc trong nc (von lieng, lao ong... ), au t phat trien kinh te xa hoi e at nc i vao mot thi ky lam an mi. Nang tam chat lng hang hoa Viet Nam cung chnh la nang cao v the Viet Nam". (*) Kinh nghiem cua Nhat Ban va cac nc cong nghiep mi Chau A a chng to ieu o. Sau chien tranh the gii th II, nen kinh te cua Nhat b kiet que. Song ch hai - ba thap nien nam sau, nc Nhat tr thanh mot trong cac cng quoc kinh te. Mot trong cac b quyet thanh cong o la viec tiep thu ap dung sang tao quan tr chat lng (QTCL). Nhng nam 60, hang hoa san xuat tai Nhat c coi la re va xau. a co nhieu phng phap quan ly du nhap vao Nhat nhng ch co QTCL va bam re chac va ap dung rong rai hn ca. Nhng t tng ve QTCL cua W.E.Deming va J.M.Juran a c truyen ba rong rai cung vi nhng no lc nghien cu va truyen ba tri thc trong QTCL cua cac nha khoa hoc trong Lien hiep cac nha khoa hoc va ky s Nhat, a tao nen mot phong trao chat lng Nhat, c tat ca cac cap quan ly tham gia. Nh vay ma mc chat lng san pham cua Nhat Ban tr nen cao nhat the gii va co kha nang canh tranh hau het cac nc. Nhat Ban a tr



thanh nc dan au trong nganh cong nghiep ong tau, che tao oto, san xuat robot, cac loai thep cao cap, ien t, tai chnh ngan hang QTCL c xem la mot trong nhng nhan to chnh tao nen "hien tng than ky Nhat Ban". Quan tr chat lng la mot mon khoa hoc ng dung lien nganh con mi me oi vi Viet Nam mac du a c chap nhan rong rai cac nc cong nghiep phat trien. QTCL khong ch nham am bao chat lng san pham ma con co y ngha hn nhieu -o la cach quan ly toan bo mot cong cuoc kinh doanh hoac mot to chc nham thoa man ay u khach hang moi cong oan, ben trong cung nh ben ngoai, giam thieu lang ph bang cach loi keo moi ngi tham gia vao qua trnh cai tien lien tuc. Nhng phng phap va ky thuat cua QTCL co the c ap dung trong toan bo to chc. Nhng phng phap va ky thuat o eu co ch cho cong tac tai vu, ban hang, marketing, cung ng vat t, nghien cu phat trien, quan he cong cong, nhan s, co ch cho moi hoat ong cua cong ty va tr thanh mot net van hoa, mot loi song trong nhieu to chc. Cuon sach nay c bien soan nh la mot tai lieu tham khao e giup cac ban sinh vien de dang hn trong viec hoc tap, nghien cu va theo doi bai giang lp. Cung vi cac mon hoc khac mon hoc QTCL se cung cap them cho cac ban nhng van e c ban nhat lien quan en chat lng va quan tr chat lng trong lnh vc cong nghiep, thng mai, dch vu, ong thi cung trang b them mot so phng phap va ky thuat c ap dung trong thc tien san xuat kinh doanh. Tai lieu nay, chac chan van con nhieu thieu sot. Chan thanh mong nhan c s gop y cua cac nha khoa hoc, nha quan ly va cac ban sinh vien e ngay cang hoan chnh hn. Tran trong cam n.

a Lat thang 8 nam 2002 Ngi bien soan



CHNG I NHNG VAN E CHUNG VE

CHAT LNG SAN PHAM

I. VAI TRO CUA CHAT LNG TRONG MOI TRNG CANH TRANH TOAN CAU

Cac thay oi gan ay tren toan the gii a tao ra nhng thach thc mi

trong kinh doanh khien cac doanh nghiep nhan thc c tam quan trong cua chat lng. Khach hang ngay cang oi hoi cao ve chat lng va am bao chat lng. e thu hut khach hang, cac cong ty phai a chat lng vao noi dung quan ly. Ngay nay, hau het cac khach hang, ac biet la cac cong ty ln eu mong moi ngi cung ng cung cap nhng san pham co chat lng thoa man va vt s mong muon cua ho. Cac chnh sach bao hanh hay san sang oi lai nhng san pham khong at yeu cau, tng c coi la chuan mc mot thi, nay cung khong ap ng yeu cau, v ieu kien nay co ngha la chat lng khong c on nh. San pham van cha co s am bao ve chat lng, mi ch co c s am bao se c sa cha, neu co van e xay ra.

Neu nh trong nhng nam trc ay, cac quoc gia con da vao cac hang rao thue quan, hang rao ky thuat e bao ve nen san xuat trong nc th ngay nay, trong boi canh quoc te hoa manh me cua thi ai hau cong nghiep, vi s ra i cua To chc Thng mai quoc te (WTO) va thoa c ve Hang rao ky thuat oi vi Thng mai (TBT), moi nguon lc va san pham ngay cang t do vt bien gii quoc gia.

S phat trien mang tnh toan cau co the ac trng bi cac iem sau ay:

- Hnh thanh cac th trng t do cap khu vc va pham vi quoc te; - Phat trien manh me cac phng tien chuyen ch vi gia re, ap ng

nhanh; - Cac cong ty va cac nha quan ly nang ong hn; - He thong thong tin ong thi va rong khap; - S bao hoa cua nhieu th trng chu yeu; - oi hoi chat lng cao trong khi suy thoai la pho bien; - Phan hoa khach hang le va khach hang cong nghiep Nhng mat tch cc cua toan cau hoa

- Tao ieu kien cho cac quoc gia co kha nang khai thac cac nguon lc phat trien cua nhau, thuc ay tang trng kinh te.



- Tao ieu kien truyen ba, chuyen giao cong nghe, von, kinh nghiem to chc quan ly san xuat cua cac quoc gia. Nhat la gia cac nc phat trien. Tao kha nang m rong th trng va thu hut au t nc ngoai. - Tao moi trng canh tranh khoc liet, oi hoi cac nen kinh te phai co cai cach sau rong e thch ng, nang cao sc canh tranh, m rong th trng, thuc ay nen kinh te phat trien. - M rong giao lu, tang cng quan he ca ve kinh te, chnh tr va xa hoi gia cac dan toc, cac quoc gia hieu biet nhau hn.

Nhng mat tieu cc cua toan cau hoa: - Khong phai quoc gia nao cung khai thac, tan dung c cac mat tch cc cua toan cau hoa ma ch co cac nc phat trien mi thu hng c nhng li the o. Toan cau hoa a khoet sau them ho ngan cach giau ngheo, lam tram trong them s bat cong xa hoi trong tng nc va gia cac nc vi nhau. - Toan cau hoa tao c hoi m rong th trng, tao ra s canh tranh gay gat song la cuoc chay ua khong can sc gia cac nc giau, cac tap oan t ban khong lo vi cac nc kem phat trien.Trong cuoc chay ua o, chac chan cac nc ang va kem phat trien se b thua thiet. - Toan cau hoa cung tao ra nguy c lam bien dang hoac mat i ban sac dan toc, mat oc lap t chu cua cac quoc gia,ong thi no cung tao ra kha nang quoc te hoa cac hien tng tieu cc va te nan xa hoi. Toan cau hoa kinh te, mat du en nay van co nhng quan iem trai ngc nhau, nhng ro rang la mot xu the phat trien cua thi ai khong the khac c. Ch nhng quoc gia nao bat kp xu the nay, biet tan dung c hoi, vt qua thach thc mi co the ng vng va phat trien. C tuyet hay khc t toan cau hoa kinh te tc la t gat mnh ra ngoai le cua s phat trien. Cac ac iem tren khien chat lng tr thanh mot yeu to canh tranh. Cac cong ty a chuyen von va san xuat vao nhng quoc gia co kha nang em lai li nhuan cao hn. San pham co the c thiet ke tai mot quoc gia, san xuat tai mot quoc gia khac va th trng la toan cau. Cac nha san xuat, phan phoi san pham ngay nay co quyen la chon cac san pham co chat lng vi gia ca phu hp t moi ni tren the gii ong lc oi vi cac cong ty mang tnh toan cau.

Cac cuoc khao sat trong cac nc cong nghiep chu yeu cho thay nhng cong ty thanh cong tren thng trng la nhng cong ty a nhan thc c va giai quyet thanh cong bai toan chat lng. Ho a thoa man khach hang trong nc va quoc te... S phat trien cua khoa hoc, cong nghe hom nay a cho phep cac nha san xuat nhay ben co kha nang ap ng nhu cau cua khach hang, tao ra li the canh tranh.



Hien nay, cac nguon lc t nhien khong con la cha khoa e em lai s phon vinh. Thong tin, kien thc, khoi lng ong ao nhan vien co ky nang, nen van hoa cong nghiep mi thc s em lai sc canh tranh. Con ngi ngay cang c thong tin ay u hn se cang biet ro hn nhng g ang dien ra tren the gii va muon vn ti nhng g lam cuoc song con ngi de chu, tien nghi hn. Con ngi a hoc c nhng bai hoc n gian nay t thc te phat trien kinh te cua cac quoc gia khac.

Nhieu quoc gia khong co tai nguyen doi dao a bu ap lai bang lc lng lao ong co trnh o cao, ao tao, huan luyen ky cang. Lch s hien ai a chng to mot quoc gia khong co li the ve tai nguyen co the tr thanh quoc gia hang au ve chat lng va quan ly chat lng.

Chat lng khong con la s la chon na ma la yeu to quyet nh s song con cua doanh nghiep. Trong cac thap ky ti, cac nha quan ly doanh nghiep se tham gia nhieu hn vao cac van e chat lng va s hoa nhap cua chat lng vao moi hoat ong cua doanh nghiep, t quan ly en tac nghiep, se la ieu pho bien.



II. S CAN THIET PHAI QUAN TAM EN CHAT LNG

1. Nang cao hieu qua quan ly kinh te : Quan ly chat lng lien quan en moi cong oan trong suot qua trnh hoat ong cua he thong, lien quan en con ngi. Chnh v vay, quan ly chat lng phai la mot bo phan hu c cua he thong quan ly chung. Chat lng cua cong tac quan ly se quyet nh chat lng san pham va hieu qua kinh te cua toan n v. Doanh nghiep khong the san xuat ra c nhng san pham, dch vu co chat lng tot, neu chat lng cua cong tac quan tr, ieu hanh va to chc cua chnh qui trnh san xuat ra san pham o kem chat lng. V vay, e at c mot mc chat lng can thiet mot cach kinh te nhat, can phai quan ly chat che va kiem soat c moi yeu to cua qui trnh cung nh phoi hp ong bo cac hoat ong trong to chc. o chnh la muc tieu ln nhat cua cong tac Quan ly chat lng. Thc te cho thay rang, moi hoat ong cua doanh nghiep, mac du a c hoach nh, chuan b tot may i chang na nhng trong qua trnh thc hien van co nhieu bien ong do nhng yeu to chu quan va khach quan tac ong ti. V the gia nhng ket qua at c so vi cac muc tieu a e ra bao gi cung ton tai mot khoang cach. Khoang cach nay c goi la o lech chat lng. o lech chat lng lien quan en kha nang canh tranh cua san pham va v the chung cua doanh nghiep.

PROJECT HOACH NH -THIET KE

MARKET TH TRNG

PRODUCTION SAN XUAT

Hnh 1.1: O LECH CHAT LNG

Quan ly chat lng da tren s theo doi, kiem soat bang cac cong cu thong ke giup cac doanh nghiep d bao va gii han c cac bien ong trong va ngoai doanh nghiep.



2. Do yeu to canh tranh: Hoi nhap vao nen kinh te th trng the gii, ngha la chap nhan canh tranh, chu tac ong cua qui luat canh tranh. Do nhu cau xa hoi ngay cang tang ca ve mat lng va mat chat, dan en s thay oi to ln trong phan cong lao ong xa hoi. Vi chnh sach m ca, t do thng mai, cac nha san xuat kinh doanh muon ton tai va phat trien th san pham, dch vu cua phai co tnh canh tranh cao. Canh tranh khong phai la mot thc te n gian, ma la ket qua tong hp cua toan bo cac no lc trong suot qua trnh hoat ong cua moi doanh nghiep, cua moi to chc. Khi anh gia kha nang canh tranh cua doanh nghiep, ngi ta thng xem xet en kha nang ap ng c 3 tieu chuan hang au la: chat lng, gia ca va giao hang, c tom tat Quy tac 3P: Performance Hieu nang Quality: chat lng i! Price gia nhu cau 3P =QCS Cost: chi ph Punctuality cung cap ung han Scheduling:thi

iem cung cap

Hnh 1.2: QUY TAC 3P Quan tam en chat lng chnh la mot trong nhng phng thc tiep can va tm cach at c nhng thang li trong s canh tranh gay gat tren thng trng, nham duy tr s ton tai va phat trien cua doanh nghiep.

3. Do nhu cau cua ngi tieu dung: ay la mot yeu cau quan trong bac nhat trong nen kinh te th trng. Khoa hoc ky thuat, thong tin phat trien, thuc ay san xuat ra nhieu cua cai vat chat cho xa hoi. Ngi tieu dung co thu nhap cao hn, do o ho co nhng yeu cau ngay cang cao, cang khat khe hn oi vi san pham. Nhng oi hoi o ngay cang a dang phong phu: - San pham phai co kha nang cung ng nhieu hn cong dung chnh cua chung (S phu hp ve kieu dang, hieu nang cao khi s dung, gia ca, s an toan, ve sinh moi trng, dch vu sau khi ban hang) - Do co chnh sach m ca, ngi tieu dung co the la chon nhieu san pham cua nhieu hang, nhieu quoc gia cung mot luc.



- Buon ban quoc te ngay cang m rong, san pham hang hoa phai tuan thu nhng qui nh, luat le quoc te thong nhat ve yeu cau chat lng va bao am chat lng. Nhieu nc a co luat bao ve ngi tieu dung, nham au tranh cho chat lng va bao am chat lng san pham, bao am thong tin kp thi, kiem tra nghiem ngat ve an toan, ve sinh moi trng. e tao long tin cho ngi tieu dung, am bao v the canh tranh cua mnh, nha san xuat phai co nhng bien phap quan ly chat lng san pham, hang hoa, dch vu cua mnh mot cach hu hieu nhat va phu hp vi luat le quoc te.

4. Do s tang trng kch thc va s phc tap cua san pham Do s phat trien cua khoa hoc ky thuat, cac qui trnh cong nghe ngay cang tr nen phc tap, san pham co qui mo ngay cang ln (o ln cua cac toa nha, o dai cua cac cay cau, qui mo khong lo cua cac he thong thong tin) dan en mot thc te la: s rui ro trong cac trng hp san pham khong at yeu cau se lien quan en nhieu ngi, nhieu lnh vc kinh te xa hoi. Do vay chat lng san pham khong ch phu thuoc vao chat lng cua cac qua trnh nghien cu, thiet ke, to chc hoat ong oi vi tng bo phan cua qui trnh, nham am bao tnh ong bo, an toan ve chat lng oi vi san pham cuoi cung.

5. Mong muon cua nhan vien: ay la mot yeu cau noi tai cua doanh nghiep. Xa hoi phat trien, s hieu biet va trnh o cua tng ca nhan khong ngng c nang cao. Trong doanh nghiep, nhan vien co trnh o va nhan thc cao hn, cho nen ho co nhu cau tham gia vao cac qua trnh ra quyet nh cho lam viec, co mong muon c tham d vao cac hoat ong sang tao, cai tien chat lng cong viec cua mnh. Ho khong de dang chu s quan ly va kiem tra cua mot he thong quan ly khong hieu qua, ap at. Chat lng san pham, dch vu phu thuoc rat nhieu vao chat lng cua con ngi trong he thong (ky nang, ky xao, tinh than trach nhiem, s tch cc). Chnh v vay, e khong ngng nang cao chat lng can thiet phai kch thch, loi keo s tham gia cua toan the nhan vien vao hoat ong chat lng. Mot he thong quan ly tren tinh than nhan van se dan en nang suat chat lng va hieu qua cao trong doanh nghiep.

6. oi hoi ve s can bang gia chat lng va bao ve moi trng Bao ve moi trng la van e bc xuc hien nay. Viec m rong san xuat, la chon cong nghe va mot mc chat lng san pham can phai c xem xet, tnh toan en nhng anh hng cua chung en moi trng sinh thai. Quan ly chat lng phai c xay dng da tren mot c s cua s can bang gia phat Trng Th Ngoc Thuyen Khoa Quan Tr


trien kinh te va bao am an toan cho moi trng cua con ngi. Xem viec bao ve moi trng la mot yeu cau at ra oi vi toan bo he thong, t khau lap ke hoach, to chc, kiem soat chat lng, cho ti qua trnh khai thac va thai bo san pham.

7. Yeu cau tiet kiem Qua thc tien ve phat trien kinh te mot so quoc gia tren the gii ngi ta thay rang: hieu qua kinh te s phon thnh cua mot cong ty, mot quoc gia khong ch phu thuoc vao s phat trien cua nen san xuat co nang suat cao, hung hau cua lc lng lao ong ma con phu thuoc rat nhieu vao s tiet kiem (ca tam v mo va vi mo), ac biet la tiet kiem tai nguyen, nguyen vat lieu, thiet b may moc va lao ong trong qua trnh san xuat va tranh lang ph trong tieu dung. oi vi bat ky nc nao, lang ph cung gay nen hau qua xau ve mat kinh te. Lang ph the hien cho quan ly kem, s dung sai lech moi nguon tai nguyen (may moc khong chay het cong suat, tieu thu nhieu nang lng). Cac chuyen gia kinh te cua Trung Quoc cho rang "Van e khong phai la t le tang trng GDP hang nam la bao nhieu ma la nhng li ch kinh te thc s cua s tang trng o. V neu tang GDP do ton kho khong ban c th tha ng tang trng vi t le cao o, e tai nguyen au t cho s san xuat o ng b lang ph. Xa hoi co le c nh hn neu nhng san pham o ng bao gi c san xuat". Tiet kiem trong kinh te la tm cac giai phap san xuat kinh doanh toi u, cho phep tiet kiem toi a tren gia thanh ma van am bao chat lng, u sc canh tranh gia ca vi san pham nc ngoai; la tm cac giai phap s dung nguyen vat lieu, la sang tao, san xuat ra nhieu mat hang co nhieu gia tr gia tang hn na.



III. CANH TRANH CHAT LNG SAU AI CHIEN THE GII II e co the hnh dung ve cac phng phap quan ly chat lng cac

nc phng Tay va Nhat Ban. Ta hay iem lai vai net ve cuoc chay ua gia cac quoc gia nay:

Khoang thi gian hai thap ky sau ai chien the gii II co the ac trng bi cuoc canh tranh em a mang tnh noi bo. Nhu cau trong thi ky hau chien o cung rat n gian: lng cung khong u cau, th trng chap nhan san pham vi chat lng bat ky. Cac nha san xuat My khong he ban tam en cuoc canh tranh vi cac cong ty nc ngoai, ho co nguon lao ong, tai chnh va nguyen vat lieu doi dao, d tha vi toan bo li the ve ieu kien, phng tien va con ngi. He thong san xuat cua Nhat Ban va Tay Au b pha huy nghiem trong. Nhat Ban lai con b them hai ieu bat li: hang hoa Nhat Ban tren th trng My van c coi la chat lng kem va ngi Nhat hieu biet rat t ve van hoa My va th hieu, nhu cau cua ngi tieu dung My.

Vao gia nhng nam 1960, vu ai a bat au di chuyen vt qua bien gii quoc gia. Hang Volkswagen a co mat tren th trng My vi loai xe hi gia ha, chi ph s dung thap, chat lng tot. Y nh at chan len th trng My cua hang Toyota vao nam 1957 a that bai. Chat lng kem cua xe hi Toyota a khong hap dan c ngi tieu dung My, nhng vao gia nhng nam 60, Toyota a quay lai cua vi hang Nissan va ap dung chien lc cua Volkswagen. Ket qua la Toyota va Nissan a xay dng c nen mong tren th trng xe hi loai nho cua My. ac iem chung cua xe hi My la ln, nang va at hn xe hi cua cac hang canh tranh nc ngoai.

Ngoai th trng xe hi, cac hang Nhat a bat au tham nhap vao cac th trng khac, Canon, Minolta, Ricoh, Sharp bat au xuat hien tren th trng may sao chup. Honda bc vao th trng xe may vao nam 1960 vi loai xe nho, nhe. San pham xe gan may 4 th, ong c 5 ma lc, khi ong bang ien, hnh dang khung dung cho phu n vi gia bang 3/4 xe gan may tng ng cua Anh va My a dan chiem u the. Bat au t gia nhng nam 1960, toc o tang trng san xuat cua My bat au cham lai, t 3% trong nhng nam 50 xuong con 2% vao au nhng nam 60, trong khi tai cac nc oi thu, tnh hnh kha quan hn nhieu. Con so tang trng trong nhng nam 1960 1978 cho thay tnh trang noi tren:

My 2,8% Tay c 5,4% Phap 5,5% Nhat 8,2% Co nhieu yeu to gay nen tnh trang nay, nhng yeu to hang au la s

thoa man cua nen cong nghiep My, do con so li nhuan manh me trong



nhng nam 1960. Tham ch sau khi co nhng that thiet, cac cong ty My van cha tap trung nghien cu cai tien chat lng, phat trien cong nghe san pham va qua trnh mang tnh chien lc, dai han, ma ch nhan manh en kiem soat tai chnh.

Ngc lai, nhu cau kinh te a thoi thuc va chap canh cho s than ky cong nghiep hau chien cua Nhat. Nen cong nghiep Nhat, vi th trng noi a han che va phu thuoc rat ln vao nguyen vat lieu nhap khau, a buot phat trien manh me th trng quoc te thong qua viec xuat khau va at c s nc ngoai. Nhat a thc hien c chien lc nay, vi s tr giup cua nen cong nghe san co cua cac nc cong nghiep tien tien khac, chu yeu la My, c a vao Nhat bang nhieu con ng khac nhau, vi oi ngu can bo quan ly va cong nhan co ky luat, c ong vien cao o va ng loi hp tac gia Chnh phu va cac nganh cong nghiep.

Vao gia nhng nam 1970, vu ai a m rong va cac nha canh tranh nc ngoai a thach thc v tr cua cac hang My trong mot so nganh. Nganh cong nghiep ien t la mot v du ien hnh. Nhat Ban a chiem lnh c th trng may truyen hnh, thu thanh. Cac nhan hieu Sony va Panasonic tr thanh ong ngha vi chat lng va o tin cay. Nhieu nha che tao ien t dan dung lau i bao gom ca Sylvania, Warwick, Admiral, Motorola va Philco a c cac nha san xuat Nhat Ban hay Chau Au tiep quan hoac buot phai tranh sang mot ben ng ua. Vao au nhng nam 1980, cac hang Nhat a ng tr trong cong nghiep truyen hnh mau.

Nganh cong nghiep xe hi la nan nhan ang noi nhat cua cuoc canh tranh toan cau trong thi ky nay. Trong nhng nam 1970, nhu cau xe hi My tang 30%, trong o nhu cau xe hi cua dan My oi vi xe san xuat Nhat tang 500%. Nam 1980, Nhat tnh nguyen han che xuat khau xe hi sang My, sau o thay oi chien lc, ho chuyen sang au t trc tiep. Cac nha may xe hi Nhat Ban moc len Ohio, Kentucky, Tennessce, Illinois, Indiana va Michigan. Trong nam 1990, san lng cac nha may nay a at ti 2 trieu chiec. Ngoai ra cac nha san xuat xe hi Han Quoc cung bat au cung co v tr cua mnh tai bang cach i theo chien lc cua Nhat ban: chat lng tot, gia ha.

Cuoc tan cong cua Honda, Suzuki, Kawasaki va Yamaha vao th trng xe gan may cua My, ac biet la tan cong vao hang Harley Davidson, cung gia tang cng o vao gia nhng nam 1970. Chien lc nay thanh cong en mc hang Harley Davison a phai thnh cau Uy ban Thng mai Quoc te My can thiep vao nam 1983 bang cach tang thue nhap khau xe phan khoi ln. Chnh phu ap ng bang cach ap dung bieu thue 5 nam, bat au t 1983 vi mc thue tang 45%, va rut dan ti 10% nam 1998.



Xerox, mot hang khong lo, a phai chng kien s mat at cua mnh tren th trng may sao chup, t con so 82% xuong con 41% trong khoang thi gian t 1976 ti 1982, trong khi ty trong cua cac hang Nhat Ban lai tang dan. Hang cua Nhat co chat lng cao hn ma gia ca lai hp ly hn cua Xerox. Ricoh, hang c Giai thng Deming ve chat lng nam 1975, a chao hang tai My vi may in chup at chat lng trung bnh 17000 ban mi co hong hoc, trong khi Xerox, con so nay la t 6000 en 10000.

Cuoc tan cong t ba tren at My, ac biet la cua Nhat Ban, a lam cac nganh cong nghiep cua My lan lc suy sup. Cac nha che tao My a t bo ca lo vi song, mot phat minh cua My ma tieng tam a noi nh con trong nhng nam 1980. May cong cu, may nang ha, xen co, may anh, ong c ien, lop xe hi, may bay thng mai va nhieu san pham cong nghiep cung nh tieu dung khac cung chu chung so phan.

Cac hang Nhat a da vao Know how cua My e tao dng nen v tr dan au ve chat lng va nang suat cua ho. au nhng nam 50, hai chuyen gia chat lng hang au la Deming va Juran a sang Nhat hng dan ho cach lam chat lng, sau khi khong tm c nha ieu hanh nao tai My quan tam en chat lng va giai quyet cac van e chat lng. 30 nam sau, cac hang My, tuyet vong trong viec tm kiem giai phap, mi bat au quay lai tm s giup cua cac chuyen gia nay.

Frederic Stratton, Tong giam oc To hp Briggs & Stratton a neu ra hnh anh cua nen cong nghiep My nh sau: Toi ngh rang, cu soc canh tranh au nhng nam 1980 la vu Tran Chau Cang th hai va buoc chang khong lo (My) me ngu phai thc giac. Co nhieu cac hang My a tng choang vang v nhng cu on cua cac hang canh tranh nhng a hoi tnh lai va phan ng lai.

Xerox, chang han, phai mat 10 nam mi nhan thc c s kien la ho ang phai oi mat vi cuoc canh tranh cha tng thay. Ti nam 1980, tnh trang th trng may sao chup a at ti t le khung hoang va Xerox cuoi cung cung nhan ra c tai ba cua oi thu canh tranh Nhat Ban va phan ng lai. Nam 1981, Xerox bat au thc hien cai cach bang viec phan tch san pham va cong nghe che tao cua Nhat, nghien cu cac ly thuyet va phng phap ve chat lng va san xuat. Xerox a a ra chng trnh So sanh vi mo hnh chuan (benchmarking) vi cac nha canh tranh manh nhat hay cac cong ty c coi la hang au. Trong khoang thi gian t 1980 en 1986, cong ty a giam so khuyet tat trong 100 may t 91 xuong con 12, va at ke hoach xuong con 4 khi tiep tuc ap dung phng phap so sanh mi. en cuoi nam 1985, cong ty ban c 750000 may mi, bang 38% so may cua Xerox ang c dung tren toan the gii. Mau may 1075, che tao Webster, New York, la may sao chup au tien cua Xerox c lam tai My va xuat sang



Nhat. Bo cong thng Nhat Ban a tang giai thng ln (Grand Price) cho mau nay ve thiet ke tot. Do nhng no lc cua mnh, Xerox a khong ch duy tr c v tr tren th trng toan cau ma con gianh lai c mot phan th phan.

Cong ty Ford Motor cung a oi pho thanh cong vi moi trng canh tranh. Sau khi lo 3 trieu o la vao nam 1980, Ford a cai to lai ve can ban, nhan manh en lam viec theo ong oi (team work) va chat lng. Vao nam 1987, Ford la cong ty xe hi co li nhuan cao nhat the gii, a nang t le th phan My t 17% len 20%, chiem hang au ve chat lng trong cac nha che tao xe hi My. Donald Peterson, Tong giam oc cua Ford a giai thch Nguyen tac song con cua chung toi la khi chung toi lam c ieu g tot, chung toi phai ngh xem lam the nao e co the lam tot hn. Nhat Ban mo ta t tng nay bang ly thuyet KAIZEN. Cac hang khac nh Motorola, Hewlett Packard, Timken, 3M, Deere, Park Hannifin, Omark, Davidsons Instruments, Johnson Control, Sheller Globe, cung a co nhng thanh cong tng t.

Nh vay co the noi, hn bao gi het va hau het cac cong ty trong moi quoc gia thuoc moi loai hnh eu quan tam en chat lng va eu co nhng nhan thc mi ung an ve chat lng. Cuoc chay ua ang soi noi hn bao gi het. S thang bai trong cuoc chay ua ng dai v chat lng ang con pha trc. Phan thang chac chan thuoc ve nhng quoc gia va cong ty co mot chien lc kinh doanh ung, trong o co chien lc v chat lng. Cung co the khang nh la thang bai ch mang tnh tam thi. Dien bien ve chat lng gia Nhat va cac nc phng Tay, bao gom ca My, c mo ta nh sau:



CLSP

nam 50 60 70 80 90

MY

NHAT

Hnh 1.3: Sc canh tranh cua My va Nhat

IV. TNH TRANG CUA CAC NC ANG PHAT TRIEN oi vi cac nc ang phat trien, chat lng va la bai toan va la mot c hoi. La mot c hoi, v ngi tieu dung ngay nay quan tam en chat lng hang hoa va dch vu ma ho mua; he thong thong tin lai mang tnh chat toan cau nen cac cong ty co ieu kien thuan li trong viec hoc hoi kinh nghiem, rut ngan quang ng i ma cac nc i trc a trai qua. La mot bai toan, v cac cong ty trong cac quoc gia phat trien a tien rat xa trong viec cung cap san pham va dch vu co chat lng tot. Lap c khoang cach la cong viec kho khan v no oi hoi cac cong ty phai thay oi cach ngh, cung cach quan ly a hnh thanh lau i. Nhan thc cua ngi tieu dung ve chat lng san pham tai cac quoc gia ang phat trien cung cha ay u. Viec la chon hang hoa e mua thng chu yeu da tren viec xem xet gia ca. Cac to chc ngi tieu dung cha co anh hng manh e hng ngi tieu dung yeu cau hang hoa phai phu hp tieu chuan. Trong tnh hnh nay, nhieu nha san xuat, ac biet cac doanh nghiep va va nho co khuynh hng s dung nguyen vat lieu re tien vi chat lng thap. Sau ai chien the gii lan II, hau het cac quoc gia oc lap eu ap dung chnh sach t lc. e ay nhanh toc o cong nghiep hoa, nhieu x nghiep thuoc s hu nha nc c thanh lap e san xuat san pham cong nghiep lan tieu dung. e bao ve nen cong nghiep non tre, hau het cac chnh phu eu ap dung chnh sach bao ho, nh han che nhap khau va lap hang rao thue quan cao. Xet ve lau dai, s thieu canh tranh quoc te a gop phan cho s t man, kem hieu qua va anh hng en viec xay dng, phat trien nen van hoa chat lng. Mot ac iem cua cac cong ty trong cac nc ang phat trien, ac biet la cac doanh nghiep va va nho, la s thanh cong cua cac hoat ong tac nghiep Trng Th Ngoc Thuyen Khoa Quan Tr


quan trong lai phu thuoc vao ky nang va trnh o cua mot so t ngi. Nhng ky nang nay khong c chia se, va khong u nhng ngi co u kien thc e theo doi, giam sat moi hoat ong, vao moi thi iem e kiem soat s bien ong, hon tap ve chat lng san pham. Cac x nghiep nay lai thieu mot ne nep quan ly cong nghiep, khong co cac he thong san xuat tieu chuan hoa. Ngoai ra, cac nc ang phat trien con gap nhieu kho khan khac nhau nh thieu phng tien thong tin, nang lng, van tai, lai b cac yeu cau ve mat so lng thuc bach. Tat ca nhng yeu to tren a gop phan lam cho chat lng san pham khong thoa man nhu cau cua th trng. Do chat lng hang noi a thap nen hang ngoai nhap c anh gia cao, ac biet la nhng ngi co thu nhap cao. Them vao o cac chien dch quang cao ton kem cua cac cong ty a quoc gia cung gop phan lam tang s tin tng qua mc vao hang nhap khau. Cac nha kinh doanh cong nghiep cung b anh hng bi quan niem nay, nguyen vat kieu va chi tiet nhap t ben ngoai c coi la tot, viec kiem tra ch mang tnh chieu le. Li dung ieu o, li dung s thieu phng tien kiem tra th nghiem thch hp va he thong quy nh nhap khau khong hoan thien, mot so doanh nghiep nc ngoai a trut vao cac quoc gia ang phat trien hang hoa, nguyen vat lieu co chat lng thap. Nguyen vat lieu nay khi a vao san xuat se anh hng xau en chat lng san pham. Hn the na, tnh trang thieu von, nguon nguyen vat lieu khong on nh cong vi nhng kho khan khi thng thuyet e tra lai nguyen vat lieu khong at, trnh o quan ly yeu kem a lam chong chat kho khan them kho khan. Trong tnh hnh toan cau hoa hom nay, cac quoc gia ang phat trien a co bien phap e cai thien tnh hnh, trong o co s chap nhan canh tranh. Tuy nhien, co nhieu yeu to lien quan en ban than doanh nghiep, trong o doanh nghiep can co cong cu quan ly hu hieu va nh phng phat trien ben vng tren quan iem li ch lau dai.

V. TNH HNH QUAN LY CHAT LNG TAI VIET NAM Hoi nhap quoc te va toan cau hoa ang la xu hng tat yeu cua moi nen kinh te, trong o co Viet Nam. Hoi nhap vi the gii va khu vc se tao ra c hoi to ln e cac doanh nghiep Viet Nam m rong c th trng tieu thu san pham, co c hoi tiep thu cong nghe va ky nang quan ly mi... Nhng kem theo o cung la nhng thach thc. Thach thc ln nhat trong qua trnh hoi nhap chnh la van e nang lc canh tranh va hieu qua hoat ong cua cac doanh nghiep Viet Nam con thap so vi cac nc trong khu vc. Viet Nam von la mot th trng ong dan lai co nguon tai nguyen phong phu. Sau hn 10 nam oi mi, kinh te Viet Nam a gat hai c nhieu thanh Trng Th Ngoc Thuyen Khoa Quan Tr

quan tri chat luong 5647

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