• > I DIIN DAN
CAl CACH CHAT LUONG DICH VU CONG
Bill Minh Khue - Cong ty ECO
Bai 4:
Hanh c h i n h c o n g c 6
t h e h o c gi t u t u duy LEAN
Mdt cu dng ve hvm d a n g di t a p the due budi s d n g q u a n h bd hd nhin thdy hai ngudi d a n g 1dm viec tren
^ a he. Hp d a n g 1dm di 1dm lai mdt cdng viec. Ngirdi thiJT nhdt ddo mdt hd sdu
khoang 30 p h d n rdi chuyen s a n g ddo hd khde. Ngirdi thur hai tien lai edi hd viJfa d d o vd lap ddt len. Sau vdi phut q u a n sdt, cu dng tien ddn hdi xem hai ngvrdi kia d a n g 1dm gi.
"Chung tdi Id nhdn vien cdng ehinh", ngirdi thur nhdt trd Idi.
"Nhimg cdc a n h ddo hd len xong rdi Igi Idp md ehdng dd 1dm gi", eu dng thde mdc.
"Cu khdng h i l u roi" ngiTcfi thur hai gidng gidi "Trude ddy ehiing tdi cd 3 ngvtcA.
a n h Ldng d d o hd, a n h It tra edy, vd tdi Id Phi Idp ddt.
Nhimg tuf khi ed ehu trudtig gidm bien ehe, viee eua a n h it bi edt nen ehi edn lai 2 ehung tdi, Ldng vd Phi".
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hirng cau chuyen hai hudc kieu nay cd the nghe tha'y d bat cu dau, nhung khdng phai la khdng ed CO sd khi ndi ve sy lang phi eiia cac CO quan quan ly cdng.Lean va 6 Sigma la eae ludng tu duy mdi va da giup eho eae doanh nghiep van dung nd giai quyet dugc nhilu van de lien quan den chat lugng, nang suat va su lang phi. Lieu tu duy Lean va 6 Sigma cd thi van dung trong linh vyc hanh chinh cdng?
Tren thye t l md binh nay da dugc ap dyng trong Unh vyc hanh chinh cdng d mdt sd qudc gia khae nhau nhu My, Canada hay nhirng qudc gia gan Viet Nam nhu Singapore, Malaysia.
Sy phii hgp ciia Lean va 6 Sigma vdi md hinh Viet Nam cdn can dugc nghien ciiu, danh gia trude khi triln khai va can cd sy phan bien. Trong pham vi bai nay, ngudi viet mong mudn dua ra nhung suy nghi ciia minh vl cac bai hoe ung dung Lean va 6 Sigma va cac van d l ma chiing ta dang gap phai.
Bai hoc thii nhat:
Tiep can qua trinh
Nhirng ai da lam quen vdi ISO 9001:2000 deu da dugc nghe vl each tiep can qua trinh.
Tuy nhien thuc te thi khdng
nhieu doanh nghiep danh thdi gian cho viec tim hieu va van dung day du nguyen tac nay, "cat va dan" la phuong phap kha phd bien khi xay dung ISO 9001:2000 hien nay.
Hien tai cd qua nhilu phan nan tir eae eo quan ebiic nang ve viee chia nhd cdng viec cho cac bd, nganh khae nhau. Cue ve sinh an toan thye pham quan ly vl chat lugng thye phaim trong khi Bd Ndng nghiep va Phat trien Ndng thdn quan ly ve qui trinh canh tac, sii dung phan bdn, thude trii sau la mdt vi dy. Quan ly chat lugng phan bdn cd thi lay lam vi dy khi trach nhiem quan ly trong cac boat ddng cap phep dau tu, ehung nhan eha't lugng, kiem soat luu thdng lai dugc phan chia cho eae bd nganh khae nhau. Cae ban nganh lien quan dIu ed the ndi minh da lam trdn trach nhiem, nhung ket qua cudi cung van la sd khdng.
ca Lean va 6 Sigma deu nha'n manh den tam quan trong ciia each tiep can nay tir quan dilm kit ndi moi gia tri eua td chuc den khach hang theo ehudi gia tri gia tang, loai bd lang phi va bien ddng cua qua trinh.
cae cdng cy dien binh cua Lean va 6 Sigma dudi day ed the giiip cae CO quan quan ly hanh chinh cdng van dung va the hien
2 G I NHA QUAN LY • SO 71 • 5,2009
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each tiep can qua trinh:
- Value Stream Map (So dd ehudi gia tn);
- Visual Management (Quan ly nhin thay dugc);
- One-Piece Flow (Ddng chay qua trinh lien tuc);
- HEJUNKA (can bang qua trinh) -DMADV
- DMAIC
Bai hpc thii hai: Giai quyet van d^
ngay tai diem phat sinh
Mdt dua tre dugc ehi dan qua Ry ludng cd thi trd nen thu ddng. Mdt dua tre Rhae dugc tu quylt cd the trd nen nang ddng, nhung Rhi gap phai van dl vugt qua Rha nang nd se ed giai quyet mdt minh cho din Rhi van dl trd thanh qua nghiem trgng. 3MPCD trong nude tuong cua Viet Nam hay melamine trong sua eua Trung Qudc cd thi la mot vi dy. Cae van d l se trd nen bdt nghiem trgng ban neu ehung dugc xir ly ngay tai diem phat sinh.
Tai Toyota cd mdt nguyen tac, Rhdng ai dugc giau van dl du nguyen nhan d dau va anh ed tu giai quyet dugc hay khdng. Ngudi lanh dao ludn cd thdng tin vl moi van dl Rhdng phai d l xu ly ma tim ra cac co hdi cai tien.
De nang cao tinh chu ddng trong cdng viec, tinh than dam duong dau vdi van d l va quan trong nhat d l biln mdi ngudi thanh mot "chiln si tren mat tran giai quyet van dl", chiing ta cd thi tham khao va van dung cac md hinh, cdng cy eua Lean va 6 Sigma nhu:
-JIDOKA(Tuquan) -SANGEN (Tam hien)
- SPC (Quan ly qua trinh bang ky thuat xac suat thdng ke)
Bai hoc thu ba:
Giai quyet van de mpt each he thong Trong nhilu trudng hgp ngudi ta cd the dd loi eho CO che hay he thd'ng de chiing td rang day la van dl Rhd giai quylt. Nhung trong trudng hgp Rhae mdt ca nhan cd the bi qu\' trach nhiem mac dii nguyen nhan gdc rl eua \an dl lai nam trong he thdng. Da\' ehinh la bilu hien eiia viee giai quylt \an dl mdt each philn dien, Rhdng nam rd dau la nguyen nhan he thdng va dau la nguyen nhan dac biet, va he qua la sy lang phi thdi gian cdn van dl van tdn tai.
Mdt he thdng la tap hap cua nhilu phan Rhae nhau.
Khi chiing ta tac dgng vao bd phan nay, cd thi se gay anh hudng den bd phan Rhae \a ddi Rhi cd thi la phan ling phu ngoai mong mudn. Do \a\ trong nhilu trudng hgp giai quylt mdt van dl can cd tu duy va each tiep can he thdng.
Taiichi Ohno, ngudi phat minh ra he thdng san xuat Toyota, da lam thay ddi nep suy nghi thdng thudng trong quan ly tai chinh san xuat qua each triln Rhai tu duy he thdng. Vdi tu duy he thdng, cac quan niem cu vl qui md kinh te hay vai trd tdn kho trong san xuat da bi danh dd. Trai vdi each suy nghi thdng thudng khi cho rang san lugng phai dii Idn mdi Rinh te hoac hang tdn Rho la Rhdng thi thilu dl duy tri qua trinh san xuat dn dinh, Tovota lai chirng minh van dat dugc hieu qua Rinh te vdi cd Id san xuat nhd hoac Rhdng can luong tdn Rho bang each tim va triet tieu cae can nguyen cua tu duy cu nhu rut ngan thdi gian ehuyin ddi san xuat, loai bd cac van dl chat lugng...
Cach giai quyet van dl "ngat ngon' theo Rilu chien dieh, ra quan nhu nhilu nganh cap dang thye hien la mot bang ehung vl each tiep can van dl khdng theo he thdng, "Dao nay cdng an bat nhilu qua nen gia ca tang" cd thi la cau giai thich eua nhung ngudi ban hang rong vl viec tang gia. Nhu vay mdt giai phap Rhdng mang tinh he thdng Rhdng nhiing Rhdng giai quylt duoc van dl hang rong ma con tao ra nhirng v.ui dl Rhae, tao ra sy lang phi cua .\a hdi. Chi co ap dung
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I DIEN DAN I
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tu duy giai quyet van dl mdt each he thd'ng mdi cd the giai quyet dugc cac van dl dugc coi la mudn thud hay bai toan "con ga-qua triing".
Bai hpc thii tu: To chiic hpc tap
Cd the ehiing ta da tirng nghe vl md hinh xa hdi hoc tap dugc nhac d i n tren phuong tien thdng tin trong thdi gian gan day. Hgc them, bang ca'p cd phai la mdt bilu hien ciia xa hdi hoe tap. E rang dd Rhdng phai la nhiing gi ma Toyota da day cdng xay dyng.
Khi phat bieu vl Lean, Taiichi Ohno eyu Phd chu tich tap doan Toyota chia se "Cach tiep can cua ehiing tdi la tim hilu can Re nguyen nhan eiia tiing loai "lang phi" trong qua trinh san xuat va tim ra cac giai phap, thudng la bang phuang phap trai nghiem (trial and error)". Chinh tu tudng ty quan va chap nhan nhung trai nghiem da giiip eho Toyota ed dugc nhieu cdng cu cai tien va thu lugm dugc nhilu thanh tuu kinh doanh.
Trong dd cd rat nhilu y tudng, cdng cy do Toyota tiep thu dugc tir eae chuyen gia chat lugng ciia My trong qua trinh trg giiip Nhat Ban tai thiet lai n i n kinh te sau The ehien thu 2.
Trong pham vi hep mot td ehue hoe tap la td chuc ed kha nang tu phat triln nang lye co ban eua minh, chuyen ddi minh theo mdi trudng va ty tao ra tuong lai eua td ehue ma khdng chay theo phong trao. Hien nay eae td ehue phai boat ddng trong mdt mdi trudng cd nhilu bien ddng lien tyc. Trong bdi canh mdi trudng thay ddi lien tue thi kinh nghiem khdng cdn vai trd Idn trong viee dua ra eae quylt dinh chien luge.
Qe dd'i phd vdi tinh trang dd cac td chiic phai xay dung cho minh mdt nang lye can thiet d l cd the thay ddi eho phii hgp vdi sy thay ddi eua mdi trudng. Cac td chuc phai lien tue danh gia eae thay ddi, dy doan trudc cac thay ddi d l dinh hudng td chuc minh theo cae thay ddi dd bang each tao ra mot cai nhin thd'ng nha't trong td chuc vl tam nhin va cac gia tri ciia td chuc. Ndi each khae thi ddi vdi mdi td ehue thi hgc tap la qua trinh lien tyc.
Trong bdi canh eua hanh chinh cdng thi hoe tap lien tuc gan lien vdi sy tuang tae eiing cdng ddng. Phat triln nang lye va tinh than san sang hoe hdi se giup eho CO quan hanh chinh nhan biet va dap ung dugc cac nhu cau thay ddi ciia cdng ddng. Tren thye t l ed rat nhilu cae quyet dinh hanh chinh da khdng thi di vao thye tiln hoac khdng mang lai kit qua mong mudn khi ehung dugc dua ra ma khdng cd sy tham khao y kiln cua cdng dong hoac eae chuyen gia ky thuat. Cu the la du luan da tirng xdn xao vl quy dinh ciia Bd Y te
ve tieu ehuan siie khde eua ngudi dugc cap phep dieu khiln phuang tien d td, xe may. Cd qua nhieu y kien phan ling, mdt sd rat gay gat, ve quy djnh cua Bd Y te vi cho rang dd la qui dmh phi ly, khdng phu hgp vdi thye te. Phat bieu vl van d l nay, mot lanh dao Bd Y te da cho rang nhiing qui dinh dd mdi d tren van ban va dang tham dd du luan, cdn du luan khdng ddng tinh thi thdi. Dd la bang ehung ve sy thieu chia se kien thiic chuyen mdn giira cae nganh lien quan, sy thieu lang nghe y kiln cua ngudi dan dan den nhung lang phi khdng can thiet. Hay ndi each khae cac co quan hanh chinh chua phai la mot td ebiie hgc tap.
Ap dung Lean va 6 Sigma co d l ?
Mae dii da cd nhieu eau chuyen thanh cdng vl Lean va 6 Sigma, cac cdng ty khdi xudng Lean nhu Toyota hay 6 Sigma nhu Motorola eiing coi sy thanh cdng cua Lean va 6 Sigma nhu mot cdng cy quang ba thuang hieu huu hieu. Nam 2007 tap doan Toyota ciing da cd chuang trinh gidi thieu triet ly kinh doanh dya tren md hinh Lean tai Viet Nam. Tuy nhien so doanh nghiep van dyng thanh cdng Lean va 6 Sigma dugc bao eao tren cac phuang tien thdng tin, cae dien dan khdng phai la nhilu.
Qe ly giai cho sy khdng thanh cdng khi van dung eae trilt ly Lean va 6 Sigma ngudi ta ed the liet ke ra mdt danh sach dai cac ly do, tir thieu cam kit ciia lanh dao, d i n thieu sy tham gia ciia mdi ngudi cho den ly do khae biet vl van hda...
Van dung Lean va 6 Sigma vao doanh nghiep cdn gap nhilu trd ngai, ap dyng vao hanh chinh cdng se hiia hen nhilu khd khan hon do sy khae biet ve tu duy, ve ban chat cdng viee va nhilu yeu to khae nira. Kinh nghiem eua cac chuyen gia cho thay mot chuang trinh trien khai Lean va 6 Sigma chi mang lai ket qua rd ret sau tir 2 den 3 nam vdi rat nhilu nd luc tir moi thanh vien trong td ebiic.
Khd khan se that la nhilu, nhung moi thir ed td't ban khdng neu khdng cd sy thay doi? Khi dugc hdi ve bi quylt dua Singapore thanh mot nude phat triln vdi thu nhap binh quan dau ngudi thude dang eao nhat thi gidi, eyu Thu tudng Ly Quang Dieu da ndi: "Cay dua than la d cho, neu (dieu gi dd) can thiet eho sy sdng edn va tiln bd, hay lam dilu dd, khdng dugc thi bd, thu cai khae". Vdi nhirng thanh cdng ma Lean va 6 Sigma da mang lai cho cac td chirc lieu md hinh nay cd dang gia de ehung ta thir nghiem.NQL
I 2 8 I NHA QUAN LY • SO 71 • 5.2009
