QUANTRI-QUANLY
DANH GIA THlJC HIEN CAC NGUYEN TAC QUAN TRI CHAT LlT0NG TRONG
DOANH NGHIEP VIET NAM
• N G U Y I N TRQNG TAN
TOM TAT:
Bai bdo tdng quan cdc nghi6n cffu vd thffc hien cdc nguyen tac qudn tri cbCt Iffdng trong cac doanh nghiep, xay dffng phidu khdo sdt vd thu thdp dff lidu cua cae doanh nghiep Viet Nam ve viec thffc hien cac nguyen tac quan tri chat Iffdng, tff do dd xua't mdt sd' gidi phdp nham ndng cao hieu qud boat ddng qudn tri chd't Iffdng trong cdc doanh nghidp Vidt Nam.
Tuf khoa: Qudn tri ch^t Iffdng, thffc hiSn nguyen tac quan tri chd't Iffdng, doanh nghi6p Vidt Nam.
1. Sijr c^n thig't cua v3'n dd nghien ctfu Trong dieu kien hdi nhdp kinh te hien nay, xu the giao Irfu, hdp tac kinh te dang dien ra manh me, ben canh dd canh tranh ciing ngay cang dien ra khd'c liSt, vd'n de cd'p thiet dat ra hien nay dd la viec khdng ngffng ndng cao chd't Irfdng san pham, nang cao sffc canh tranh cua san pham, day vffa Id y6u eau vrfa la nhiem vu ciia td't ca doanh nghiep nham khang dinh vi the san pham cua minh trSn thi trrfdng. Tam quan trong ciia quan tri cha't Iffdng trong doanh nghiep hien nay thd hi6n irong mdt so' vai trd sau:
+ Quan tri chd't Iffdng san pham trd thanh mpt trong nhffng chien Iffdc quan trpng nhd't lam tang nang Irfc canh tranh cua doanh nghiep. Qudn tri chat Iffdng giup nang cao chd't Irfdng san phd'm lao ra sffc hd'p ddn thu hut ngrfdi mua.
+ Chat Iffdng san pham cao va dn dinh se ddp ffng dffdc nhu eau cua khach hang, tao ra mdt bidu Irfdng td't, tao ra mem tin cho khach hang vao
Ihrfdng hieu cua san pham, giiip cho khdch hang tiel kiem drfde thdi gian va sffe lrfe khi tim kiem, mua sam va sff dung san pham do doanh nghiep eung cd'p.
+ Nang cao chd't Irfdng san pham se ldm tdng nang sua't lao dpng cua doanh nghiep nhd san pham lam ra cd gia tri Idn hdn, tiet kiem ngudn Irfc thdng qua giam thieu cdc chi phi tieu hao trong viec san xud't ra cdc sdn pham hdng, kem chd't Iffdng.
+ Ndng eao chd't Iffdng sdn phim Id giai phap quan trpng lang kha nang lieu thu sdn pham, tdng doanh thu, ldi nhuan, trdn cd sd dd kel hdp thd'ng nha't cae loai ldi ieh trong doanh nghidp xa hdi va ngffdi lieu dffng.
Hoal dpng quan tri chd't Iffdng trong mdi doanh nghiep ve cd ban lai phu thudc va bi anh hffdng bdi nhffng nguyen tac qudn tri cha't Iffdng md nd dang theo dudi. Theo Dean va Bowen (Trich dan trong Siria Barros, Paulo Sampaio, Pedro Saraiva,
So 1 -Thang 1/2019 197
TAP CHl CONG THIfdNG
2014), quan tri cha't Iffdng dffdc xdc dinh la trle't ly bay edch tiep can quan ly dffdc tao thdnh tff bd nguyen tdc quan tri chd't Iffdng. Do vdy, viee nghien cffu thffc hien cdc nguyen lac trong quan tri cha't Iffdng la mpt trong nhffng trong tam de xem xet, ddnh gid va drfa ra cdc chie'n Iffdc chd't Iffdng dung dan cho mdi doanh nghiep, can ed mpt nghien cffu he thdng ve viec ddnh gid thffc hien cac nguyen lac quan tri chd't Irfdng va de xud'l cac gidi phap dieu chinh di nang eao hieu qua boat dong quan tri chd't Irfdng trong doanh nghiep.
Trf dinh hrfdng tren, lac gia nghien cffu trpng lam vao viec danh gid thffc hidn cdc nguyen tac quan tri chat Iffdng va de xuat cac giai phdp de tang cffdng thffc hien cdc nguyen tdc quan tri chd't Iffdng va ndng cao hieu qua boat ddng quan tri chd't Iffdng trong doanh nghiep.
2. Muc tidu, dd'i tu'dng va phrfdng phap nghien cd'u
2.1. MifC tieu nghidn cUu
Trong nghien cffu nay tac gia tap trung he ihd'ng hda cac nghidn cffu ve do Iffdng mffc dp thffc hien cdc nguyen tac qudn trj cha't Iffdng trong cac doanh nghiep, long kel va drfa ra ihang do danh gia mffc do thffc hien nguydn tac quan tri chat Iffdng cua cdc doanh nghiep, nghien cffu boat dpng thrfc hien cae nguyen lac quan tri doanh nghiep trong cdc doanh nghiep Viet Nam vd de xud't cdc giai phap ndng cao hieu qua trong viec thffc hien cdc nguyfin lac quan iri cha't Irfdng trong doanh nghiep Viet Nam.
2.2. Bdi tU^ng nghiSn Cliu
Trpng tdm eua nghien cffu la boat ddng quan tri cha't Iffdng trong cac doanh nghiep va boat dpng to chffe thrfc hien cae nguyen lac qudn tri cha't Iffdng trong cac doanh nghiep Viet Nam.
2.3. Phuang phdp nghien cUu Phffdng phap dinh tinb:
Sff dung phrfdng phap la'y •y kien cua cae chuyen gia theo hinh thffc trao ddi va hdi ddm trrfc tie'p de thd'ng nhd't thang do do Irfdng to chffe thffc hien nguydn tac quan in chd't Iffdng, lam cd sd cho viec xay dffng phieu khao sat boat dpng thrfc bien nguyen tdc quan tri cha'l Irfdng irong doanh nghiep.
Phffdng phdp dinh Iffdng:
Khao sdt cdc doanh nghidp thdng qua phie'u khao sdt boat dong thffc bien nguyen tac quan tri cha'l Iffdng, tren cd sd ddnh gid cua cdc doanh nghiep ve mffc dd thffc bidn nguydn tac quan tri chat Irfdng theo mffc dp thffc hien tang dan tff I den 5, trfdng ffng vdi mffc dd ra't khdng dam bao nguydn lac den ra't hodn toan dam bao thffc hien cdc nguyen tac tren. Diem danh gid cho tffng chi tieu drfde tinh theo phrfdng phap binh quan gian ddn de do Iffdng mffc dp ddnh gia thffc hien cdc nguyen lac quan tri chat Iffdng.
3. Nghidn cd'u ve nguydn tac quan tri chd't Irfdng trong doanh nghidp
Nghien cffu ve eae nguyen lac trong quan tri chat Iffdng cd the ke de'n cdc each phan chia v^
tiep can nhff sau:
Theo Giao trinh Quan tri chat Iffdng (2012) ciia Trffdng Dai hpc Kinh te qud'c ddn, boat ddng chat Iffdng trong cdc doanh nghidp vd td chffe phdi tuan thu 6 nguyen tac:
Nguyen tac 1: Dinh hffdng bdi khach hang.
Khach hang dd ra cdc ydu ci\x ve chd't Iffdng san pham va dich vu, mdi doanh nghidp de tdn lai vd phdt trien can lay muc lieu thda man td't nhat yeu cau khach hang trong boat ddng chd't Irfdng ciia minh.
Nguyen tac 2: Coi trpng con ngffdi. Con ngffdi giff vi tri hdng dau trong qua trinh hinb thanh, dam bao va ndng cao cha't Irfdng, do vdy doanh nghiSp can dp dung cdc bien phap va phffdng phap thich hdp de huy ddng he't ngudn lffc, tai nang eua con ngrfdi d mpi ca'p, mpi nganh vdo vide dam bao va nang cao chd't Iffdng.
Nguydn tac 3: Qudn tri cha't Irfdng toan didn va ddng bd. Cha't Irfdng san pham la ke't qud tdng hdp cua cdc ITnh vrfc kinh te, td ehffe, kT thudt, xa hpi, lien quan de'n cdc boat ddng tff nghidn crfu thi trffdng, xay dffng chinh sach chd't Iffdng, thidt ke, chd'tao, kidm tra, bdn hang va sau ban, nd cung la kd'l qua cua cua nhffng nd Iffc eiia tffng ca nhan, ddn vi va todn bd to chffe.
Nguydn tac 4: Cai tid'n lien tue. Ddm bao v&
cai tie'n cha'l Iffdng la hai va'n de lidn quan mdt thid't va cd bffu vdi nhau, dam bdo cha'l Irfdng bao
198 S o l -Thang 1/2019
QUAN TR!-QUAN LY
ham vide duy tri va cai tid'n dd ddp ffng nhu cau khach hang, cai tid'n cha't Irfdng ciing bao bam vide dam bao chat Iffdng va tren ed sd dd nang cao hidu qua, hidu sua't chd't Iffdng.
Nguydn tac 5: Qudn ly theo qua trinh. Chat Iffdng san pham dffdc hinh thanh trong moi khau, mpi boat ddng va qud trinh, do vdy can kiem soat chat che cac qua trinh, tim hieu nguyen nhan va de ra bien phdp phdng ngrfa, cai tid'n, khde phuc nguydn nhan gdy ra chat Irfdng sdn pham kem d la't cd cdc qua trinh trong doanh nghiep.
Nguyen tdc 6 Nguyen lac kiem tra. Kiem tra nham xdc dinh tie'n trinh va kd't qua boat ddng cha't Irfdng, xdc dinh nhffng sai Idcb, srf khdng phil hdp, de trdn ed sd do phdng ngffa, dam bao va cai tid'n chd't Irfdng, thda man td't nha't nhu eau khach hdng.
Trong tidu chu^n ISO9001:2015 da dffa ra 7 nguyen tac trong quan in ehd'l Iffdng bao gdm:
Hrfdng vdo khach hang: Trpng tdm chinh eiia qudn tri chat Iffdng la ddp ffng cdc ydu cau cua khdch hang va phd'n dd'u vffdt xa hdn mong dpi ciia khdch hang, tff dd ddng gdp cho srf thanh cdng ben vffng eiia td chffe.
Sff lanh dao: Ngffdi lanh dao d td't cd cdc cd'p thie't lap sff thd'ng nha't trong muc dich vd dinh hffdng va tao ra cac dieu kidn theo do mpi ngrfdi ciing tham gia vao vide dat dffdc mue lieu chat Iffdng ciia id ehffe.
Sfflham gia ciia moi ngffdi: Dd quan tri td ehffe mdt cdch hidu lffc vd hidu qua, didu quan trpng Id phai tdn trpng va ldi kdo mpi ngffdi d ta't ea ede cap, thffa nhan, trao quyen va phat huy ndng lffc giiip thuc day sff tham gia ciia moi ngffdi vdo vide dat dffdc cdc mue tidu chd't Irfdng eiia td chffe.
Cdch tid'p can theo qud trinh; Cac kd't qua dn dinh va cd the dff bao dat dffdc mdt each bidu lffc va hieu qua bdn khi cdc boat ddng dffde hieu va quan tri theo cac qua tnnh cd lien quan de'n nhau, van hanh trong mdt he thdng gan kd't.
Cai tid'n lidn tuc: Cac td chffe thanh cdng deu tap trung hdn tuc vao vide cai tid'n. Cai lien la viee thid't yd'u dd'i vdi td ehffe de duy tri eae mrfc ke't qua thffc bien hidn tai, dd rfng phd vdi nhffng thay ddi hong dieu kidn ndi bd va bdn ngoai vd de tao ra cae cd hdi mdi.
Ra quyd'l dinh dffa trdn bdng chffng: Cdc quye't dinh dffa tren phan tich va danh gia dff lieu va thdng tin se mang lai tinh khach quan cao hdn va sff trf tin trong vide ra quye't dinh.
Qudn ly mdi quan be: De thanh cdng ben vffng, id chffe qudn ly cdc md'i quan he cua minh vdi cac ben quan lam lidn quan. Thanh cdng ben vffng cd kha ndng dat drfde eao hdn ne'u id chffe quan ly cae md'i quan he vdi td't ca cae bdn quan lam eiia minh de td'i ffu tdc ddng cua hp tdi kd't qua thrfc bidn cua to chffe.
Trong he thd'ng lidu chi va thang diem xet thrfdng hinh thffc gidi thffdng cha't Irfdng qud'e gia ciia Viel Nam dffde quy dinh tai Thdng trf sd' 17/2011/TT-BKHCN, ngay 30/6/2011 cua Bd Khoa hoc va Cdng nghe quy dinh nhff sau:
- Vai trd cua lanh dao td chffe, doanh nghiep:
120 diem
- Chid'n Irfdc hoal dpng cua td chffe, doanh nghidp: 85 diem
- Chinh sdch dinh hffdng vdo khach hang va thi trrfdng: 85 diem
- Do Irfdng, phan tich va quan ly tri thffc: 90 diem
- Quan ly, phdt trien ngudn nhdn lrfe: 85 diem - Quan ly qua trinh boat ddng ciia td chrfc, doanh nghidp: 85 diem
- Kd't qua boat ddng cua id ehffe, doanh nghiep: 450 diem
Tong diem td'i da cua 7 tieu chi nay la 1.000 diem.
Trong nghidn cffu eua Siria Barros, Paulo Sampaio, Pedro Saraiva(2014), cae tdc gid da tdng quan nhieu nghien cffu va tren ed sd phdn tich nhffng nguyen tac ed tan sud't xud't bien cao nhat tff cac nghien cffu, dai didn eho cac khia canh cffng vd mem vd quan tri chat Irfdng, cac tieu chuan chd't Iffdng uy tin nhd't dffdc cdc hpc gid quan tri cha't Irfdng cha'p nhan rpng rdi, cac tac gid dd tdng kd't vd dffa ra 8 nguydn tac quan tri cha'l Iffdng chung, bao gdm: Lanh dao, dinh hffdng khdch hang, sif tham gia va cam ke't cua nhan vien, qudn ly nhdn sff, quan ly kd'hoach chid'n Iffdc, quan Iy quy trinh, cai tie'n hen luc, quan ly chudi eung ffng.
So 1 -Thong 1/2019 199
TAP CHi CONt THIfdNG
Nghidn cffu eiia Stefan Lagrosen (2002) xem xet hoat dpng quan tri cha't Irfdng tren cd sd cac nguyen tac eiia TQM trong quan tri chat Irfdng, bao gdm:
Dinh hffdng khdch hang: Muc dich cua cdc td chffe la thda mdn khdch hdng (bdn ngodi vd ndi bd), cdc doanh nghidp cIn nd Iffc nhidu hdn nffa trong dinh hffdng khdch hang vd cd' gang ndm bat, cac dinh thd'u ddo cfia khdch bdng.
Cam ke't Idnh dao: Cam kd't cua lanh dao la cffc ky quan trpng, lanh dao lich crfc tham gia vao cac boat dpng chat Iffdng ciia doanh nghiep tren cd sd mdt tam nhin rd rang ve chat Iffdng.
Tham gia day du eiia nhan vien: Hoat ddng qudn tri cha't Iffdng dat dffde thdnh cdng ddi hoi td't ca nhan vien tich crfc ddng gdp vao boat dOng chd't Iffdng, huy dpng drfde sff tham gia ddng gdp bet kha nang vd tam tri ta't cd nhdn vidn vao viec thffc bidn cac trach nhidm vd chd't Irfdng.
Tap trung vdo qud trinh: Cdc id chffe vd doanh nghiep phai lap trung vao quan ly qua trinh va cac boat ddng, lap trung cai thidn va hoan thidn cac qud trinh, thdng qua dd se phdng ngffa, dam bdo vd cai tie'n cha't Irfdng.
Cai tie'n Hen tue: Doanh nghiep can hen tue cdi tid'n de dat cac mffc chd't Iffdng cao hdn tren ed sd lidn tuc thrfc hien vdng trdn Deming (Lap ke' hoach, to ehffe, kiem tra, didu ehinh).
Tap irung do Iffdng: Cac he thd'ng do Irfdng dinh Irfdng Ihrfdng dffdc khuye'n khich sff dung, sff dung ed 2 phffdng phap do Iffdng ea ve dinh tinb vd dinh Iffdng.
Nghidn cffu cua Daniel I. Prajogo, Christopher M. McDermott (2005), cdc nguyen tac quan tri cha't Irfdng dffdc xem xet trdn cd sd sff dung lieu chi eiia giai thffdng cha't Iffdng qud'c gia Malcolm Baldrige de do Iffdng hoat ddng cha'l Irfdng trong doanh nghidp. Theo tieu chi ndy, 6 khia canh eiia hoat ddng chd't Iffdng trong mdt doanh nghiep bao gdm:
Lanh dao: He thd'ng qudn Iy, he thdng cdc gia tri, ky vpng va trach nhidm xa hdi ciia cdng ty.
Ke hoach chid'n Iffdc: Hieu qua cua chie'n Iffdc va kd' hoach kinh doanh ciing nhff trien khai thff hien cae kd'hoach.
200 Sol -Thang 1/2019
Tap irung vao khach bang va thi trffdng: Cdch S tbrfcdoanhnghiepxacdinhnhueauvdky vpng ciia i*
khach hang, cai thidn md'i quan he vdi khach hang.
va xac dinh mffc dp hai Idng cua khdch hang.
Thdng tin va phan tieh dff lieu: Hieu qud cua viec Ihu thap va phan tich thdng tin va hidu qua bd trd cua nd trong vide thda mdn thanh edng nhu eau khach hang va thi trffdng.
Tdp trung vao quan ly con ngffdi: Sff thanh cdng I irong tao dpng lffc tham gia day du ciia Irfc Iffdng lao dpng ddng gdp tao ra hidu qud kinh doanh cao.
Quan Iy quy tnnh: Hidu qua ciia cdc he thdng va quy trinh trong ddm bao chd't Iffdng san pham va dich vu.
Kd't ludn nghidn cffu vd cdc nguydn tac qudntri cha't Irfdng: Tren cd sd phan tich long quan cac nghien cffu trffdc va xem xet de'n thrfc le'hoat dong quan tri chat Iffdng ciia cdc doanh nghiep Viet Nam, trong khudn khd pham vi nghidn ciJu eua bai bao, tac gid ddnh gia vd do Iffdng cdc nguydn tac quan in cha'l Irfdng cua cac doanh nghidp trdn cd sd sff dung 6 khia canh sau:
- Dinh hffdng khach bang - Cam ket eiia lanh dao - Sff tham gia eua nhan vien - Tap trung vao qua trinh - Tap trung vao cai tid'n lidn tue - Quye't dinh drfa tren thrfc le'.
4. Kd't qua nghidn cd'u 4.1. Nghien ciiu dinh tinh
Drfa trdn he thd'ng chi tidu do Irfdng mffc dp ihrfc hien nguydn tde quan tri chd't Irfdng, lac gia da Id'y y kid'n chuydn gia thdng qua td chffe hdi dam va trao ddi trffc tie'p, bao gdm hai nhdm chuyen gia ehii yd'u Id giang vien giang day kinh le va qudn tri kinh doanh trong cac trffdng dai hpc, va nhdm ehuyen gia thff hai la can bd quan ly kinh doanh tai doanh nghidp, kd'l qua da thd'ng nha't va xay drfng phid'u khao sat la'y y kid'n chuyen gia tren cd sd thang diem nam diem theo mffc do thrfc hien nguydn tdc quan tri chat Irfdng trong doanh nghiep.
Phie'u khao sat va la'y y kie'n ciia chuyen gia dffdc thiet kd' theo 6 nhdm chi lidu do Irfdng mffc dp thffc hidn nguyen tac quan tri chd't tffdng, bao gdm 22
QUAN TRj-QUAN LY
Bang 1. Thdng ke nhan khau hpc ket qua khao sat thffc hi$n nguyen tac quan tq chat lUdng trong doanh nghi$p STT
1
2
3
4
Doi ttidng Gi6i tinh -Nam -NQ Cap bac - QTV cap cao - QTV trung gian - QTV CO sci - Niian vien, KCS Quy mo doanil ngiiiep -Ntio
-Vila -L6n
Nganii ngiie l<inii doanii - Cong nghiep l<hai thac, ciie bien
-Thuong mai, djch vu SolUdng
93 43
18 70 37 11
15 42 79
114 22
Tyl$(%)
68 32
13 52 27 8
11 31 58
84 16
Nguon: Ke't qud khdo sdt hoat dong thuc hien nguyen tdc qudn In chdi lugng trong doanh nghiep.
chi bao do Iffdng eho tffng ndi dung trd ldi.
4.2. Nghien cOu dinh lUc/ng
Mdu dieu tra khao sat bao gdm 200 doanh nghiep drfde chon mdu theo phrfdng thffc thuan lien thdng qua phat phie'u irrfc tid'p, ke't qud thu drfde 136 phie'u phan hdi dam bao kd'l qua, ty Id phan hdi 68%. Bang thd'ng ke dd'i tffdng khao sat theo cdc tieu thffc nhan khau hpc nhff sau: (Bang 1)
Tde gia sff dung thang do theo thff bdc dffde danh gia tff 1 de'n 5 tuy theo mffc dp ddng y dd'i vdi mdi phdt bieu: 1 - Hodn todn khdng ddng y, 2 - Rd't khdng ddng y, 3 - Dong y, 4 - Ra't ddng y, 5 - Hodn toan ddng y. Ke't qua nhff sau: {Bang 2)
Ve cac ehi tieu dinh Iffdng ddnh gid id ehffe thffc hidn nguydn tac quan tri chd't Iffdng, diem ddnh gid sau kbi tdng hdp cho tha'y mffc diem eao nha't irfdng ffng vdi thffc hien nguydn tde dinh hffdng bdi khdch hang vdi mffc diem Id 4,0 cho tha'y trong cdc doanh nghiep cua Viet Nam, nguyen tac dinh hffdng bdi khach hang Id quan trong nhd't vd dffdc cdc doanh nghidp thffc hidn td't nhd't. Nguydn tac cam ke't cua lanh dao va cdi tid'n lidn tue deu dffde ddnh gia d mffc diem 3,7 cho thd'y ci.c doanh nghidp cung eoi trpng vai trd ciia lanh dao va khuyen khich eai lid'n
Bang 2. Chi tl§u dinh luang de do Iffdng thiic hi$n nguyen tac quan tr{ chat li/dng trong doanh nghidp STT
1 11 1-2 1.3 2 2.1 2.2
2,3 2.4
Thang flo thuc hi§n nguyan tac quan tr| chat li/gng Dmh huflng khach hang
Doanh nghiep ban rat coi Irpng muc lieu thoa man nhu cau va mong muon cua Ithach hang
Nhu cau l<hach hang cua doanh nghiep ban rat ducic coi trpng trong dmh hudng chaong trinh quan tn chat iupng.
Do ludng mOc dp thoa man nhu cau khach hang la chi tieu quan trong hang dau U-ong danh gia hieu qua chat li/png ciia doanh nghiep ban
Cam ket cua lanh dao
Lanh dgo cao nhat trong doanh nghiep ban quyet tam rd't cao trong cam ket dam bao chm trach nhiem ve he thong quan tn chat Iupng
Lanh dao cac bfl phan trong doanh nghiep ban quyet tSm rdt cao trong cam ket dam bao chiu trach nhiem ve loan bo hoat dpng chat lUpng bp phan minh quan ly Lanh dao cao nhat trong doanh nghiep ban cam ket rd't cao dam bao hS'trp va tham gia vao chUCng trinh dam bao chat ludng trong doanh nghiep Lanh dgo cac bp phdn trong doanh nghiep b?n cam k§'t rat cao dam bao ho'tro va tham gia hoat dong chat lUdng tai bp phan minh quan ly
DGTB 4,0 4,3
4,0
3,6 3,7 3,7
3,7
3,6
3,7
Cd sd cua thang do
Stefan Lagrosen, 2002 Forbes Insight andASQ Report,
2014 Forbes Insight and ASQ Report,
2014
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak, 2003
Sol -Tliang 1/2019 201
lAP CHi CONC IHIflfNC
3 31
3-2
3.3
3.4 4 41
4.2
43
44 5 5.1
52
53
5-4 6 61
62
6.3
Tham gia cua nhan vien
Nhan vien trong doanh nghiep ban dubc khuyen khich tham gia vao vong tron chat iupng (Lap ke hoach, to chiic thyc hign, kiem tra, dieu chinh).
Nhan vien trong doanh nghiep ban dat hieu qua cao trong viec tham gia vao vong tron chat iuflng (Lap ke hoach, to chUc thuc hien, kiem tra, dieu chinh).
Nhan vien trong doanh nghiep ban duoc khuyen khich tham gia va chiu trach nhiem trong viec kiem soat san ph^'m khSng phii hpp.
NhSn vi§n trong doanh nghiep ban dupe h6"'trp va cung cap thong tin v§ hieu qua hoat dong chat lUdng ma hp tham gia thuc hien.
Tdp trung vao qua trinh
Nh§n vign trong doanh nghiep ban dUdc cung cap cac hudng dan cong vi§c va quy trinh ro rang va day du.
Nhan vien trong doanh nghidp ban duoc khuyen khich tham gia vao phat hien va de xuat giai phap hoan thien hoat dpng cua cac qua trinh
Cac qua trinh va hu6ng dan cong viec trong doanh nghi§p ban dupe quan ly chat che va on dmh.
Doanh nghiep ban thudng xuy§n thuc hien kiem tra, xem xet va cai tien quy trinh cong viec.
Cdi ti^n lien tuc
Doanh nghiep cua ban khong bao gid hai Idng vdi miic chat luong hien tai va luon phan dau de cai tien chat lUdng,
Doanh nghiep cua ban ludn khuyen khich cai tien li^n tuc va tim kiem phUdng phap, each thiic lam vigc mdi
Lanh dao doanh nghigp ban quan tam va khuye'n khich cai tien lien tuc va phat trien y tudng mdi.
Nhdn vien trong doanh nghiep ban dUdc khuy&'n khich va tham gia tich cue vao xem xet va cai tien lien tuc cac qua trinh.
Tap tnjng vao do ludng
Do Iuflng chat lUdng va danh gia ket qua cac hoat ddng trong doanh nghi§p cua ban la rat can thi^L
DO lieu thuc te va cac con so luon Iu6n la co sd quan trpng trong ISp kg hoach va ra quyet dmh trong doanh nghiep cua ban.
Tien thudng va cac khuyen khich Irong doanh nghi§p cua ban dua tren cd s6 dO lieu v l chat Iupng
3,3 3,2
3,0
3,4
3,4 3,6 3,6
3,4
3.7
3,8 3,7 3,7
3,7
3.9
3,5 3,5 3,6
3,6
3,2
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak, 2003
Hale Kaynak. 2003
Haie Kaynak, 2003
Stefan Lagrosen, 2002
R Maull, R Brown, R. Cliffe, 2001 R. Maull. P. Brown, R. Cliffe,
2001 R, Maull, R Brown, R Chffe,
2001
Stefan Lagrosen. 2002
Stefan Lagrosen, 2002
Forbes Insight and ASQ Report, 2014
Ngudn: Kel qud khdo sdt hoat ddng ddnh gid thuc hien nguyen tac qudn tri chd't lugng trong doanh nghiep
boat ddng de nang eao chat Irfdng san pham vd thda man nhu eau khach bang. Tie'p theo vide thrfc hidn nguyen tac tap irung vao qua trinh va tap trung vao do Iffdng dffde danh gia lan Irfdl la 3,6 vd 3,5 didm. Diem ddnh gia tha'p nhd't la nguydn tac tham gia cua nhdn vien la 3,3 didm cho tha'y trong
cdc doanh nghidp Viet Nam bidn nay, nhan vien thrfc SIX chffa cd sff quan tam nhieu va chrfa dffdc thu hut manh me vao hoat dpng cai tid'n va nang cao chd't Irfdng san pham trong doanh nghiep. Tuy lanh dao doanh nghidp cd dinh hrfdng lanh dao ro rang va quan tdm de'n boat ddng qudn tri chS't
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QUANTRJ-QUANLY
Iffdng, nhffng se khdng dat drfde hidu qua cao ne'u thrfc srf khdng thu hut drfde srf tham gia ciia nhan vien cua minh vao boat ddng quan tri chd't Iffdng, khdng Ihffc sff rfao quydn va khuyd'n khich ho trong viec drfa ra y tffdng vd tham gia vdo cdc sdng kien cai lien cha't Iffdng.
Khi xem xet sau vao cdc chi bdo ciia eae nguyen lac quan tri cha't Irfdng ta cd thd nhan tha'y ro rdng nhat ly do tai sao tai cdc chi bao deu cho thd'y vai trd cua lanh dao vd sff thd d cua nhdn vidn. Tai nguydn tac lap trung vao qua trinh chi bao 4.2, Nhdn vien dffdc khuye'n khich tham gia vao vdng tron chd't Iffdng (Lap kd' hoach, td chffe thffc hidn, kiem tra, didu chinh) de cai tie'n chd't Irfdng dat diem danh gia tha'p nha't la 3,4 diem, trong khi cdc chi bao khac ciia nguyen tac nay deu dat mffc eao hdn. Tai nguydn tde cai tid'n lidn tuc diem ddnh gia dd'i vdi ehi bao 5,3 Ldnh dao khuyd'n khich cai tie'n lien luc drfde danh gia 3,9 didm nhffng chi bdo 5.4 Nhan vidn tieh cffc tham gia vao cdi tid'n Hen tuc chi dffdc 3,4 didm. Nguydn tac tap trung vao do Irfdng ibl cho thd'y cac chi lidu Irfdng hda drfde quan lam vao xem xet khi tap ke' hoach va ra quye't dinh, nhrfng cdn cff vdo Iffdng hda dd xdy dffng chinh sdch lien thrfdng thi drfde ddnh gia mffc diem tha'p bdn ban.
5. Ke't luan va kie'n nghi
Trong pham vi nghidn crfu, idc gia da tdng quan dffdc mdt sd nghidn crfu trrfdc, xay dffng dffde he thd'ng cac ehi tieu do Irfdng mffc do thffc hidn cdc nguydn tac quan tri chat Iffdng, tid'n hanh khao sat danh gid dffdc cdc doanh nghidp ve mffc dp thffc hidn cac nguydn lac quan tri chd't Iffdng tai cdc doanh nghiep Viel Nam vdi cae danh gid sau:
Thd nhdt, trong vide thffc hidn nguydn lac qudn tri chd't Iffdng trong cac doanh nghiep Viet Nam hidn nay, vide thffc bidn cdc nguyen tac qudn tri chat Iffdng chffa dffdc coi trpng, diem ddnh gid mrfc dd thffc hidn cdc nguyen tac qudn trj chd't Irfdng trong doanh nghidp deu thap. Vdi thang do likert drfde danh gid trf 1,0 diem dd'n 5,0 diem thi diem danh gia thrfc hien cdc nguyen tdc qudn tri ehd'l Irfdng trong doanh nghidp Viet Nam deu dffdc danh gia d mffc trdn mffc dp trung binh vd each xa so vdi diem ddnh gid td'i da, eao nhd't Id nguydn tdc dinh hrfdng khdch hang vdi diem trfdng ffng la 4,0 diem, vd thd'p nha't la nguydn lac tham gia ciia nhdn vidn vdi diem danh gia la 3,3 didm.
Thii hai, mffc dp tham gia thffc hidn nguyen tac quan tri chd't Iffdng ciia ngffdi lao ddng trong doanh nghiep thd'p, hau hd't cdc doanh nghidp ddu chffa cd bidn phap cd hidu qua de thu hut srf tham gia ciia ngrfdi lao ddng vao hoat ddng cai tie'n vd ndng cao cha't Iffdng. Sff quan tdm cua lanh dao cho tha'y vide quan tr; chd't Iffdng trong cdc doanh nghiep Vidt Nam hidn nay cbi dffng lai 8 cd'p dp lanh dao doanh nghiep ma thrfc sff ehffa hieu qud d cd'p dp ngffdi lao ddng.
Trdn cd sd kd't qua nghien crfu, lac gia xin de xua't mot so kie'n nghi ddi vdi cac doanh nghidp trong boat dpng to chffe thffc hidn chie'n Iffdc nhff sau:
Mot Id, cic doanh nghidp can xay dffng mdt chffdng trinh quan tri chat Iffdng ed kd' hoach dai ban tren cd sd xay dffng mdt ndn van hda chd't Iffdng trong doanh nghidp. Khi he ihd'ng cac gia tri cua vdn hda cha'l Irfdng va tap quan eha^l Irfdng drfde binh thanh se dam bao eho vide tham gia ciia ngffdi lao ddng vao hoat ddng quan iri chd't Irfdng drfde khuyd'n khich, dat dffdc hieu qua Irong cdi tid'n va nang eao chat Iffdng nham muc tidu phat Irien doanh nghidp.
Hai Id, coi trong dinh Iffdng trong ddnh gid thrfc hien eae nguyen lac qudn tri trong doanh nghidp, Iffdng hda vide thffc bidn nguydn lac qudn tri chd't Irfdng cung nhff bieu qua cua nd de ngrfdi lao dpng trong doanh nghidp ddnh gid dffde nhffng nd lffc trong boat ddng cha'l Irfdng ciia minh thu drfde nhrfng kd'l qua kha quan, tff dd khuye'n khich ho tham gia vao boat ddng qudn tri chd't Iffdng cd hidu qud.
Ba la, coi trpng boat ddng danh gia va khen thrfdng ngrfdi lao ddng dat hieu qua trong boat ddng quan trj chd't Iffdng, cdc doanh nghidp Vidt Nam can coi trong bdn nffa vide danh gia va do tffdng bidu qua thffc ihi cai tie'n cha't Iffdng va sff dung nd trong danh gid phan thffdng cho ngffdi tao dpng de khuyd'n khich bp tham gia manh me hdn vdo boat ddng quan in cha't Iffdng, nang cao hidu qua quan tri cha't Iffdng vd hidu qud sdn xud'l - kinh doanh.
Bdn la, can coi trpng hdn nffa dao tao cdn ban cac trid't ly va ly thuye't ve cai tie'n va nang cao chat Irfdng, chi khi nao hp nam vffng dffde cac nguyen Iy tren thi mdi ed the tham gia mdi cdch hieu qua vao hoat dpng qudn tri chat Iffdng trong doanh nghidp •
TAP CHi CONG THIftfNG
TAI LIEU THAM KHAO:
/. Nguyin Dinh Phan. Ddng Nggc Su (2012) Gido trinh Qudn tri chat lugng, NXB Dgi hgc Kinh tequdc ddn.
2. Thong lUsd 17/2011/TT-BKHCN, ngdy 30/6/2011, Quy dinh ve Gidi thudng Chdi lugng Qudc gia.
3. To chiic tieu chudn hoa qudc te, Tieu chudn 1809000:2007,1509001:2015.
4. Forbes Insight andASQ Report (2014), Culture of Quality Survay Report, Forbes Insight andAmerican Society for Quality.
5. Daniel I. Prajogo, Christopher M. McDermott (2005) The relationship between total quality managemeni practices and organizational culture. International Journal of Operations &Production ManagementVoi. 25 No. II, 2005, pp. 1101-1122.
6. Hale Kaynak (2003) The relationship between total quality management practices and their effects on firm perfonnance. Journal of Operations Management 21 (2003) 405 -435.
7. R. Maull, P. Brown, R. Cliffe (2001) Organisational Culture and Quality Improvement, International Journal of Operations & Production Management March 2001.
8. Siria Barros, Paulo Sampaio, Pedro Saraiva (2014) Quality management Principles and Practices Impact on The Companies Quality Peformance, International Conference on Quality Engineering and Management. 2014, pp 237-247.
9. Stefan Lagrosen (2002) Exploring the impact of culture on quality management. International Journal of Quality &Reliability Management, Vol. 20No. 4. 2003,pp. 473-487
10. Z. Irani, A. Beskese, P.E.D. Love (2004),Total quality management and corporate culture: constructs of organisational excellence, Technovaiion 24 (2004), 643 - 650.
Ngay nhan bai: 15/12/2018
Ngay phan bi^n danh gia va su'a chfla: 25/12/2018 Ngay chdfp nh^n dang bai: 5/1/2019
Thong tin tdc gid:
NCS. ThS. N G U Y I N TRONG TAN
Khoa Kinh td', Trrfcfng D^i hoc Srf pham Ky thugt Hrfng Ydn
ASSESING THE IMPLEMENTATION OF QUALITY MANAGEMENT PRINCIPLES AT VIETNAMESE CORPORATIONS
• Ph.D student. Master. NGUYEN TRONG TAN
Faculty of Economics, Hung Yen University of Technology a n d Education
ABSTRACT:
This paper is to introduce a general review about researches on the implementation of quahiy management principles at corporations A survey was established to collect data about the implementation of quality management principles at Vietnamese corporations, thereby proposing solutions to improve the efficiency of quality management activities at Vietnamese corporations.
Keywords: QuaUty management, implementation of quality management principles, Vietnamese corporations.
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