NGHIEN curu Ll LUAN
Khung quan li chat lifdng tdng the va hudng van d vao viec nang cao chat IUdng djch vu giao due trong cac nha trUdng
Pham Thj Quynh N i ^ Dinh Thj Hong Van^
TrUoing Dinh Thang^
' Email phamquynhniseOgmaiLcom ' Email: ([email protected] TrUflng Oai tigc Sif pham Hue 34 Le LOi, thSnh pho Hue, tinh ThUa Thign Hug, Viet Nam
' Tn/cfng Cao a l i g SU pham Quang Tn Km3, Quoc lo 9, thSnh pho Oong Hi.
tinh Quang Tri, VietNam Email: tharg_td@qtttc edu vn
TOM TAT: Trong boi cinh canh tranh nhu hidn nay, vlec nang cao chat luong giio due theo hudng dip dng sU hii Idng cua khich hing vdi cic dich vu giio due ludn dUOc cic nhi trudng coi trgng. Nha trUdng van lung tung trong viec dip dng sU hai ldng cua khach hang. Do viy. vlec tim kiem mot khung liluan lam kim chl nam cho hoat ddng xic dinh vi dip dng sU hii long cua khich hing li cip thiet d nhi trudng. Nhdng nam gan day, khung quin li chit lugng tong the da dduc ip dung khi rdng rai trong cic trUdng hgc. Diy la mgt tlip can thuc hinh nhUng mang tfnh chiin luoc de dieu hinh mgt to chdc (nha trudng) nham tip trung vio nhu cau cua khich hing. Bii viet gidi thieu ve khung li thuyit quin If chit IUOng tong the vi hudng van dung khung If thuyet niy trong vlec nang cao chit luong giio due d cac trudng hgc.
Til KHOA: Qudn li chat IUdng tong the; chat IUOng giao due; trUdng hoc.
•^ Nhan bai 18/3/2020 • * Nh|n bai 63 chinh sila 20/4/2020 =^ Duyet iJang 05/5/2020,
1. Dat van 6i
Ngay nay, khong co mpt quoc gia nao co the dat dugc sir phat trien ben vung ma khong c6 su dau tu ben vung vao nguon nhan luc. Dau tu ben vimg cho nguon nhan luc noi rang ra la d§u tu cho giao due (GD). Trong su6t th8 ki XXI, thuc tien da chiing minh, GD la yeu to quyet dinh viec nang cao chat Iugng nguon nhan luc va nang suat lao dong cua mot quoc gia (Basheer, 2009). GD trcf thanh mot nhan to chinh de xae dinh tieu chuan song cua nguoi dan, "sue khoe" cua thi truong lao dong, miic do phat trien eiia nen kinh te. Trong ki nguyen hien dai, GD dugc xem thuoc ve cae nganh dich vu va la nganh miii nhon, dong gop chinh yeu vao su phat trien kinh te va su hung thinh cua quoc gia (Griffin, Care, & MeGaw, 2012). Tuy nhien, khac vai eae nganh dich vu khac, GD la mgt loai hinh dich vu dac biet, trong do, hgc sinh (HS)/
sinh vien (SV) vira la doi tugng viia la ehii the cua dich vu. HS/SV vua la nguoi huong thu djch vu, vira la ehii the gop phan tao nen chat lugng dich vu do. GD khong tao ra mgt san pham cu the, ma tao ra mgt "san pham triru tugng", do la kien thiic, kT nang, chuan muc dao diic va gia tri xa hgi dugc hgi tu trong mgt ca nhan cu the (Shah, 2013). Chinh vi vay, GD co miic anh huong sau rgng len toan the mgt quoc gia boi vi mgi nguoi dan viia la doi tugng vira la chii the cua GD.
Nhirng nam gan day, voi nhan thiic GD ciing la mgt loai hinh dich vu, cac nghien ciiu tap trung vao viec lam thS nao d^ nang cao chat lugng dich vu GD.Trong GD, mot san phSm/dich vu ch§t lugng cijng dugc hieu ia san
pham/djeh vu do dap iing dugc yeu cau ciia khach hang ve no (Sallis, 2014). Chat lugng dich vu (Service quality) la mgt khai niem kho dinh nghTa hem cac san pham hihi hinh khac (Sallis, 2014). Di6u nay la boi chkt lugng dich vu bao gom nhieu yeu to chu quan. Nguyen nhan ciSa tinh trang chat lugng kem va that bai thuong khac nhau doi voi dieh vu va san pham. San pham thuong that bai boi vi chiing bi loi 6 vat lieu hay cac bg phan, hay thiet ke. Tuy vay, dich vu kem chat lugng thuong do thai dp va hanh vi ciia to chiic/nha trutmg cung eap dich vu.
Chiing thucmg la ket qua ciia viec thieu kha nang lanh dao va eham soc khach hang.
Cac k6t qua nghien eiiu cho thay, su phat triSn ciia cac khai ni^m ve chat lugng qua thai gian. Dau tien, kiem soat ehat lugng (Quality control) la mgt khai niem cu nhat v6 chat lugng. Khai niem nay dg eap den eae thanh phan phat hien va xoa bo hoae cae san phSm cu6i cung khong dat chat lugng theo tieu chuSn (Sallis, 2014). No la mgt qua trinh xay ra sau khi hoan thanh san phim nham muc dich phat hien va loai bo eae san pham kem chat lugng. Phuong phap nay tuy dam bao dugc chat lugng cua san pham se dua ra thi truang nhung eiing gay t6n kem dang kk. Phuang phap nay cung duge su dung trong GD nham xae dinh Heu cac tieu chudn de ra co dugc dap ling hay chua.
Tikp dgn, kilm djnh chSt lugng (Quality asurance) khac vai kiem soat chat lugng. Qua trinh Idem dinh chat lugng xay ra truoc va trong qua trinh tign hnnh ^^n xuit san pham nham ngan ngira eae I6i eo th6 xa\ ra {Sallis
20 'M^P CHi KHOA HOC GIAO DUC VIET NAM
M^m^..
Knam i ni uuynn NI, omh Thj Hong Van, TnftJng Ginh Thang2014), Ki6m dinh ehat lugng la mot qua trinh dugc thifit ke vao qua trinh san xudt/thuc hien nham dam bao rang san pham/hoat dgng dat tieu chuan. Noi mgt each ngan ggn, kiem dinh chat lugng la mgt phuong tien giiip san xudt ra nhiing san phdm khong bi 161 bSng caeh lam diing ngay tii ddu (getting things right first time, every time).
Cu6i cung, quan li ehat lugng tong the (Total Quality Management - TQM) la khai niera phoi hgp ciia kiem dinh chat lugng nhung ma rgng ra va phat tnen hon (Sallis, 2014). TQM nham tao ra mgt van hoa noi ma muc tieu cua toan bg nhan vien la lam hai long khach hang, va la noi ma cau tnic ciia to chiic/nha trucmg cho phep hg lam nhu vay. Trong TQM, khach hang la thugng de. Nhu vay, TQM la bac phat tri6n cao nhdt cua eae khai niem ve chat lugng. De nang cao chat lugng GD, nhieu mo hinh quan H da dugc ap dung trong cae nha truang.
Trong do, TQM duge xem la mgt mo hinh kha toan dien, lay khach hang lam co sa cho mgi cai each, Bai viet nay tap trung giai quyet hai cau hoi: 1/ Khung quan li chat lugng tong the bao gom nhiing thanh to gi? 2/ Nhiing hucmg van dung khung li thuydt nay trong thuc ti6n cac nha trucmg nham nang cao chat lugng dich vu GD? Bdi viet duffc tdi trff bdi Chirffng trinh Khoa hgc vd Cong nghe cdp Quoc gia giai dogn 2016 - 2020 "Nghien ciru phdt trien khoa hoc GD ddp ung yeu cdu doi m&i cdn bdn, todn dien nen GD Viet Nam".
2. Npi dung nghien cufu 2.1. Khach the va phUtfng phap nghien ciifu
Nghien ciiu li luan ve cac thanh to ciia khung quan li chdt lugng tong thg. Dii lieu dugc thu thap dua vao ket qua tim Idem cua cac tir khoa "Quality management",
"Quality of education services", "Improve education services" va "Total quality management" tren Google Scholar va ERIC.
2.2. Ket qua nghien cUu
a. Cdc thdnh Id cua khung qudn li chdt luong tdng the Khung quan li chat lugng t6ng the (xem Hinh 1) (Hay con gpi la Total quality control, total quality service, continuous improvement, strategic quality management, systematic improvement, quality first, quality initiatives, service quality) la mpt tiep can thuc hanh nhung mang tinh chien luge de dieu hanh mgt to chiic (nha trucmg) nham tap trung vao nhu eau eiia khach hang. Chinh vi vay, ket qua ciia ehat luong dich vu phai la xuat sac.
TQM khong phai la ragt khau hieu ma no la mot tiep can chien luge nham dat dugc cac edp do pliii hop cua chdt lugng mgt each on dinh nham dap iing diing va tham chl vugt qua nhu cau va mong mu6n cua khach hang.
Nguyen li co ban cua TQM la su cai thien khong ngiing boi eon nguoi. Do do, TQM la mgt qua trinh cai thien chat lugng lau dai. TQM doi hoi su tbav d6i vk mat van
hoa. Nham tao ra van hoa cai thien khong ngimg, eae nha quan li phai tin tucmg nhan vien eiia minh va giao quygn a cap do phii hgp nham giiip nhan viec co thS tao ra ehat lugng trong pham vi cong viec cua hp. Boi le kiem soat khong phai la mgt dac digm ciia to chue thuc hien TQM.
Khung TQM ehi dua ra cae dinh hucmg de nha tmcmg thuc hien. Do do, khung TQM eo the lien kgt voi cac tigu chuan nhu ISO9000 hay eae he thong ehdt lugng khac.
Tuy nhien, cac he thong ehat lugng nay eo xu huong so lieu hoa han la cai thien chdi lugng. Trong khi TQM lai chii trgng den eae ehign luge de cai thien ehat lugng thong qua viec tao ra mpt van hoa cai thien lien tuc va tu danh gia trong nlia trucmg (Sallis, 2014). Dua vao cae tieu chi se dugc trinh bay a sau, moi nha trudng co thg thieh nghi va xay dung ngn ragt khung hanh dgng phii hgp vol dac thii don vi minh bao gom cac tieu chi chat lugng va len kg hoach dg dat dugc ehiing. Thong thuang, nha trudng se trai qua cac buac nhau sau: 1/ Xem lai nha trudng dang lam gi; 2/ Phucmg phap va quy trinh;
3/ Tai lieu hoa nhitng gi nha trudng muon lam; 4/ Thue hien nhimg viee nha trudng muon lam; 5/ Cung cap bang chiing ve viee nha trudng da hoan thanh nhirng viec du dinh lam.
Hinh 1: Total Quality Management framework (Khung li thuyet qudn li chdt lirgng tdng the)
Trong GD, Salhs (2014) da chi ra eae ygu t6 ciia TQM do la:
1/ Phdt triin ldnh dgo vd chien luge: Day la yeu to then ch6t bdi le quan li ehat lugng can su eam kgt tir quan li cdp cao de thanh cong. Cimg vdi hgp tac nhom hieu qua, lanh dao va chign luge cung cap dong co eho qua trinh chuygn hoa ciia phat trign chat lugng. Lanh dao va cam kgt chdt lugng phai bdt dau tir tren xuong. Cac mo hinh chdt lugng phai luu y rang, khong co su dong So 29 tiiang 5/2020 Zl
NGHIEN CCU LILUAN
thuan ciia quan li cap eao, cae chuong trinh quan li chdt lugng khong thg t6n tai dugc.
2/ Khdeh hdng hdi ldng: Lam hai long khaeh hang chinh la muc dich cua TQM. Digu nay co thg dat dugc thong qua viec dap iing nhu cdu va mong dgi cua ca khach hang ngi bg va bgn ngoai. Dg bigt dugc nhu cau cua khach hang, can phai thudng xuyen tim higu thong qua eae phucmg phap nhu phong vdn nhom, bang hoi, nhom tu vdn, ngay hgi md...cdn luu tam ke ca nhung y kien tir nhiing ngudi quygt dinh khong chgn nha trudng bdi le nhimg thong tin nay cung se hiiu ich trong viee dua ra nhiing quyet dinh.
3/ Chgn nhiing ngu&l dieu phdi ve chai lugng (quality champions): Cap bae ciia nhiing ngudi digu phoi chdt lugng khong quan trpng ma digu quan trpng la nhirng ngudi dieu phoi nay se bao cao true tigp cho hieu trudng.
Nhiing ngudi digu phoi se khong thuc hien tdt ca cae du an chat lugng. Vai tro ciia hg la h6 trg va hudng ddn nhom tim ra nhUng phuang each mdi dg giai quygt vdn dg.
4/ Ddm bdo rdng cdn bg qudn It cdp cao gidm sdt qud trinh: Can bg quan li cdp cao se khong cam kgt vao qua trinh n6u hg khong duge thong tin ddy du vg li thuygt va eae phuang phap quan li chdt lugng. Rdt cdn thigt phai xay dung mpt dpi quan li cdp cao tieh hgp va chuygn nghigp nhu la mgt vi du cho cae don vi khac cua nha trudng.TQM chi co the thanh cong ngu tat ca nhan vien dugc dao tao va chuan bi eho mgt each lam viee mai.
Cac dao tao cu the vg cae chign luge danh gia la het sire can thiet cho viee thuc hien thanh cong TQM.
5/ Ddo tgo ban ddu cho nhdn vien ve chdt luang: Phat trign nhan vien dugc xem nhu la mgt eong eu quan trgng de xay dung nhan thirc va kien thilc vg chat lugng, tir do phat trien van hoa ehat lugng. Digu quan trpng d giai doan dau cua viec thirc hien la mgi ngudi duge dao tao ve nhiing yeu to ca ban ciia TQM. Nhan vien can kign thiic ve mgt so cong cu co ban, bao gom lam viee nhom, phucmg phap danh gia, cac kl thuat giai quyet van dg va ra quyet dinh.
6/ Gidm sal vlec thuc hien ehuang trinh GD: Day la bude khi ma he thong chat lugng trd nen quan trgng.
Cae phucmg phap hoc tap can dugc thigt lap va theo doi cho m6i khia canh cita chuang trinh. Cac kigu thong tin can thigt la mgt phan eiia no bao gom chuang trinh, khoa hgc, ho so luu tru cua cong viee, ho so danh gia, ke hoach hanh dgng va eae ho so thanh tich, Ngay ca ho so luu giij nhihig that bai hoae hoan thanh kem ciing duge luu giu.
7/ Kiem tra su ddnh gid HS: Nhiing thong tin ve danh gia qua trinh eung nhu k6t thiic khoa va eae tieu ehi eham diem, cac bang cap la rat can thiet cho khung chat lugng.
Mpt he thong kigm soat npi bp ve cac nhu cau danh gia cdn dugc thuc hien. Cac nha kiem tra dgc lap se cung eap cac bang ehiing quan trgng ve ehat lugng.
8/ Giao tiep ve thdng diep chdt lugng- Cac chien luge, thong tm va lgi ich ciia TQM can dugc truyen di mgt each hieu qua. TQM la mgt qua Uinh lau dai dieu nay can dugc Iam ro. Phat trien nhan vien, dao tao va xay dung cac nhom la cae phuang tien hieu qua dg dat dugc dieu nay.
9/ Ddnh gid ehi phi chat lugng: Quan trgng la phai biet chi phi ciia viee thuc hien ehuong trinh chat lugng va chi phi khi khong thuc hien no. Cai gia cua viec phdt Id thong diep chdt lugng la eo thg mdt su gdn kgt, su that bai Clia HS/SV, thiet hai ve danh tiang, mat ca hgi...
10/ Ldm viee nhom: Lam viec nhom la nhan to kgt noi giao vien va quy trinh phat trien chat lugng. Dg thuc hien rapt ehuang trinh day hgc hign dai can su ph6i hgp giira nhan vien chuygn mon eimg vdi nhan vien ho trg, dac biet la eae nhan vien ehuygn ve hgc lieu, Nhom dugc xem la dgng co ciia eai thien chat lugng. Hg la ngudi lam eho quan ii chat lugng hoat dgng.
\\/ Ap dung edc cdng cu vd kT thudt ve chdt lugng:
Tiep can nay tap trung vao viec hoan thanh cong viec va dat duge thanh cong.
12/ Phdt trien vdn hod tu ddnh gid: Mgt nha trudng nen co phuang tien de danh gia. Cac nha kiera tra doc lap CO thg thuc hien dieu nay. Tuy nhien, nha trudng eo thg quygt dinh tign hanh kiem toan n6i bg. Nhan vign co thg danh gia cae bg phan khac. Ngudi ngoai co thg dugc tham gia vao qua trinh kigm toan. Mgt he thong danh gia cheo CO the xay dung su tu tin va tin tudng. He thong phan hoi la rat quan trgng cho viec danh gia va dam bao chat lugng. Su tham gia ciia ngudi hge vao qua trinh danh gia la mgt ngi dung quan trgng.
b. Hu&ng van dung TQM trong vlec ndng cao chat hrang dich vu GD trong nha truang
Muc tigu chinh eua TQM la sir cai thien c6 tinh lien tuc (Continuous improvement) nham dap img su hai long ciia khach hang. Chinh vi vay, TQM dugc xem la mgt quy Uinh quan li c6 tinh ean thiep (Prevention) de dap ling eho su cai thien lien tuc do, Trong quan li GD, Sallis (2014) dg xuat quy trinh cua su cai thien lien tuc ap dung TQM nhu sau (xem Hinh 2):
Hinh 2: Bdc thang cua khdi niem chdt luang (Theo Sallis. 2014)
22 TAP CHi KHOA HOC GIAO DUC VIET NAM
Pham Thj Qujnh Ni, Oinh Thj Hong Van, Tnfdng Dinh Thang
Quy hrinh cai thien chdt lugng, theo so do cua Sallis (2014), thi TQM cdn: 1/ Khao sat: tign hanh khao sat su hai long ciia khaeh hang vi TQM chinh la hinh thiic quan 11 dap img nhiing gi khach hang can, khi nao khach hang can va caeh thirc dg dap iing nhu cau ciia khach hang;
2/ Danh gia: Dimg ket qua khao sat de phan tich thue trang, so sanh doi chigu vdi thuc te cua to chiic, de xuat eae giai phap dg phat huy mat manh, han chg mat ygu; 3/
Can thiep: Sir dung eae giai phap da dg xuat d giai doan Danh gia de ap dung vao thue te, eae bien phap ean thiep dugc ap dung nhara nang cao ehat lugng; 4/ Cai thien lien tuc: Danh gia lai cac bien phap can thiep de tiep tuc nang cao chat lugng. Quy trinh do co the dugc lap di lap lai de CO ihB cai tien ehat lugng lign tiic nham thoa man su hai long ciia khaeh hang.
Cac nghign cuu trgn thg gidi nhijng nam gan day xuat hien ve khung TQM cho thay, khung TQM dugc ap dung rgng rai trong GD nham cai thien nha trudng d cdp do Idn (Murgatroyd, 1993; SaUis, 2014; Sohel-Uz- Zaman va Anjalm, 2016; TerziC, 2017; Tofte, 1995) va cap do nho nhu la kgt qua hgc tap ciia HS (Lawrence va McCollough, 2004; Toremen, Karakus, va Yasan, 2009).
O bac Dai hgc, TQM da giup cac trudng tham gia thue hien TQM cai thien hem chat lugng dich vu ciia minh, tir do eo thg canh tranh, doi radi, hnh hoat va phat trien cac tiem nang ve tai chinh, Nhu da de cap d trgn, TQM khong phai la mgt khung cimg nhae, moi nha trudng khi ling dung, dua tren eae nguyen li eiia TQM de phat trien cho minh mgt khung hanh dgng phu hgp. TerziC (2017) da tien hanh mgt nghien cuu nham tim kiem va phan tich eae nghien eiiu img dung TQM dg nang eao chat lugng GD dai hgc cap do qu6e gia tren the gidi. Ket qua nghign ciiu chi ra rang, co 22 nghien cuu d cac qude gia nhu Dai Loan, Y va Hi Lap da tign hanh ap dung TQM dg cai thien chat lugng ciia hg. Ket qua nghien ciiu cho thay, viec iing dung TQM co hieu qua doi vdi viec eai thien kgt qua hgc tap cua HS ciing nhu qua trinh giang day va quan li nha trudng. Viec iing dung doi vdi khia canh quan li cho phep giai quygt cac van dg vg phat Uign chuang trinh day hgc, dap ung nhu cau ciia HS, kha nang thu hiit nhigu khaeh hang mdi, phat trign va thuc hien cai tien vg mat cong nghe GD. TQM khong chi cung cap kgt qua phan tich cac eae hoat dgng GD ma con dua lai co hgi dg cai thien chiing. Cai thien Hgn tuc dua tren nhu cau cua HS dan dgn viee cai thien he thong GD tdng the.
Chinh vi vay, viec su dung TQM trong GD nhu ia mgt caeh tiep can chign luge quan li dai ban.
Doi vdi GD cap Tieu hgc, TQM ciing dugc ap dung.
Toremen va cgng sir (2009) da hgn hanh nghien ciiu trgn 21 trudng tigu hgc d Tho NhT Ky vdi 420 giao vien tham
phieu du dieu kien dg phan tich. Dir lieu dugc phan tieh bang phan raem SPSS, Kgt qua cho thdy, sau khi ap dung TQM d cae trudng, giao vien van nhan thdy co mgt s6 van de trong eae tigu chi TQM, dac biet d tieu ehi thay doi ve mat quan li. Tir kgt qua nay, nhom nghien eiru da kien nghi rang can phai cai thien hon nua vg mat quan li, dao tao nhan vign va su dung nguon nhan lue dg cai thien ehat lugng nha trudng.
Ben eanh nhiing nghign eiiu vg iing dung TQM tren toan trudng, Lawrence and MeCollough (2004) da tign hanh nghign eiru hudng img dung cua TQM d cap do ldp hpc bang each dua ra eae dam bao vg su hai long eiia SV.
Cu the, tae gia da chi ra 5 ylu to co ban ciia khung TQM d cap do ldp hgc bao gom: 1/ Cai thien hen tuc qua trinh hgc tap; 2/ Trao quygn eho HS/SV va tang traeh nhiem Clia hg trong qua trinh hgc; 3/ Xay dung nigm tin va su tdn upng ian nhau; 4/ Dat mong dgi cao; 5/ 100% hai long.
Tir nhung kgt qua tren, mae du duge phat trien va sir dung rpng rai trong cac to chile lgi nhuan, TQM van rat phii hgp dg ap dung d cac td ehiie dieh vu, cae trudng dai hge, trudng tigu hgc va trung hpc (Lunenburg, 2010). Dg ap dung TQM trong nha trudng, Lunenburg (2010) da thich img 14 nguygn tac co ban dugc dg xuat bdi Deming (2000) dugc trich dan bdi Lunenburg & Fred (2010) nhu sau:
1/ Tao ra muc dich de cai thien san pham hoae djch vu. O nha trudng, muc dich eua he thong phai ro rang va duge ehia se bdi cac nha quan li, giao vign, nhan vign ho trg, cha me, cgng dong va HS/SV. Nhu eau cua khaeh hang phai dugc tap trung khi thiet lap cac muc tigu GD.
Muc tieu cua he thong phai la cai thien ehat lugng GD cho tdt ca HS/SV.
2/ Tigp nhan li thuyet mdi. Nguyen tdc nay doi hoi nha trudng phai xem lai tam nhin va cac uu tign ciia minh va tat ca eae thanh vign phai dong y vdi tara nhin va uu tien do. Nhimg phuang phap, tai lieu/vat lieu va raoi trudng CO the bi thay the vdi eae chien luge day va hgc mdi nham dam bao su thanh eong ciia moi HS la muc tieu.
Sy kliac biet ciia moi ea nhan HS duge chii trgng de giai quygt.
3/ Giam su phu thugc va kigm soat de dat dugc chat lugng.Trong ITnh vuc GD ngay nay, ehii trgng viec kiem soat chdt lugng. Tuy nhign, theo Deming, dg giai quyet mgt van dg bao gid cung ton kem ban viec phong ngii'a no, Nhiing chuang trinh phong ngira nay se giup HS tranh dugc nhung vdn dg ve hge tap sau nay.
4/ Dimg viec hgp tac vdi doanh nghigp chi dua tren ea sd gia ca. Chua han tra gia thap cho dieh vu da tigt kiem chi phi. Nha trudng can tim mgt don vi cung cap uy tin va tao moi quan he lau dai vdi hg.
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5/ Cai thien thudng xuygn va mai mai m6i hoat dgng eiia to ehiic dg cai thien chat lugng va nang sudt. Tap trung cai thign Uong GD, theo tigp can ciia Deming do la cai thien qua trinh day va hge. Dua tren nhiing kgt qua nghien ciiu gan day, nhirng chign luge tdt nhdt phai dugc ihu nghiem, danh gia va dieu ehinh va quan trgng la phai phii hgp vdi eae li thuygt phong each hgc tap. Thuygt Da thong mmh ciia Gadner, eae nha GD phai thigt kg lai he thdng dg cung cdp dich vu cho mgt nhom da dang HS - khuyet tat, kho khan vg hgc, co nguy ca, HS c6 nhu eau dac biet va tim each de cae era cd thg thanh cong d nha trudng.
6/ Dao tao cho toan trudng vg nghiep vu, Dao tao cho nha GD d 3 ITnh vuc: quy trinh day va hgc mdi, eae chign luge danh gia mdi va nguygn tdc ciia he thong quan li mdi. (3 nha trudng, digu nay eo nghTa la cung cdp cac hoat dgng boi duong thudng xuygn cho can bg quan H, giao vien va nhan vien hd trg.
II van de lanh dao. Nhiera vu chlnh ciia lanh dao do la lam giam su khae biet trong he thong, lara cho mgi ngudi cimg hudng tdi su hoan hao. CJ nha trudng, muc tieu ehung can hudng tdi do la viec hgc tap cho tdt ca {learning for all).
8/ Vugt qua su sg hai. Gia dinh eo ban ciia TQM do la eon ngudi mudn lam tot nhat co the trong kha nang cua hg.Tap trung vao nhirng nd luc cai thien ve qua trinh va kgt qua chii khong do 16i cho ea nhan neu that bai.
Ngu chat lugng van chua dat duge, loi nam d he thong.
Nhiem vu cua quan li do la lam cho con ngudi thg hien tot nhat kha nang eua hg trong viec cai thien noi hg lam viee. Su sg hai tao ra rao can dg cai thien he thdng. 0 nha trudng, cac khoa va nhan vien thudng e ngai chi ra nhimg van de bdi vi hg sg do loi. Lanh dao nha trudng d eae eap can giao tiep de dam bao cac dg nghi cua nhan vign dugc ton trgng va ghi nhan.
9/ Pha vd rao ean giua nhan vign. Sir hgp tac la cdn thiet giira cac thanh vign d nha trudng de chat lugng tong thg dugc toi im. Ci nha trudng, chat lugng tong the chinh la no lue de dat viec hgc tap cho tat ca mpi ngudi. Do do, viec tao ra mdt eong ddng hgc tap la hgt siic cdn thigt.
10/ Giam cac cau khau hieu. Mac dii d nha trudng, mgt sd eau khau hieu van rdt quan trgng trong viec dgng vien mgi ngudi nd luc de dat mue dieh.
11/ Giam cae ehi tieu ve sd cho nhan vign va muc tieu eho quan li. Deming eho rang, nhiing ehi tieu vg mat so lugng se gay anh hudng dgn viec thue hien, pha huy lam viee nhom, dan dgn viec sg hai va tang them su khdng dn dinh v6 mat chdt lugng ciia dich vu.
12/ Xoa cac rao can ma lam con ngudi tu hao ve eong viec ciia hg. Hdu hgt mgi ngudi deu mudn lam tdt cdng viee cua minh. Giao tigp hieu qua va xoa bo cae yeu td
giam ddng lue nhu la su thidu gdn kit, thdn^; i>>' ^.em, danh gia xgp loai hang nam va quan li vo tan; i'^ nhung yeu td then chdt.
13/ Xay dung mgt chuang Uinh GD tdt va giiip mgi ngudi hgc them Id nang mdi. Hieu trudng va nhan vien phai dugc hge kT nang mdi vl quan H nha trudng bao gom cac nhdra nang dgng hay phong each hgp tae trong viec dua ra quygt dinh. Tat ea ngudi tham gia trong nha trudng phai nhan ra rdng, viec cai thien trong thanh cdng eiia HS, SV se tao ngn mgt cdp do mdi cua hach nhiem.
14/ Dat mgi ngudi trong td chiie lam viec de dat dugc su chuygn hoa. Ban giam hieu va nhung ngudi co t h ^ quygn phai co mgt kg hoach hanh dgng ro rang de tign hanh sir menh chdt lugng. Sii menh chat lugng phai dugc tat ca thanh vign cua nha trudng (Bao gdm: ban giam hieu, cae cap quan li, giao vign, nhan vign hd trg, HS/SV, cha me va cdng ddng) thuc hien. Su ehuyen hoa la cdng viee Clia tat ea mpi ngudi.
3. Ket Iu3n
TQM da va dang dugc sir dung rong rai de nang cao chdt lugng dich vu ndi chung va dieh vu GD noi rieng.
Cac ket qua nghien ciiu gan day cho thay, TQM c6 hieu qua khi van dung d eae cap hgc (Dai hge, Trung hge va Tilu hgc) va d pham vi rgng (toan trudng) ciing nhu pham vi hep (Idp hgc). TQM khdng chi dua ra cac chien luge nham danh gia ehat lugng hien tai dua tren quan didm cua khach hang ma edn dua ra cac chien luge nham cai thien chat lugng. TQM cd thg dugc thuc Men eung vdi viec ket hgp cac chi sd kiem dinh chat lugng. So vdi cac chi sd kiera dinh chat lugng, viec thue hien TQM se it tdn chi phi hem nhung dem lai hieu qua lau dai ban (Sallis, 2014). TQM duge su dung rdng rai, tuy c6 ngudn gde tir phuong Tay nhung ciing dugc ung dung va thanh edng d cac nudc phucmg Ddng nhu Nhat Ban (Sallis, 2014). Tuy nhien, khi van dung TQM trong GD, c6 mdt sd thach thirc se dat ra nhu sau: 1/ Sir cara kgt tir cac phia trong he thong GD, dac biet la lanh dao cdp cao va giao vien bdi Ie nhan su la ylu to then chdt trong TQM; 2/ Thdi gian dao tao nhan su; 3/ Kho khan khi ap dung cac cdng cu TQM vao nha trudng;
4/ Lanh dao nha trudng chua ed dii kinh nghiem va nhan vign khdng biet lam viee nhdm (Sohel-Uz-Zaman
&Anjalin, 2016).
Chinh vi vay, viec xay dung mdt mo hinh van dung kit qua danh gia ehi sd sir hai long cila khach hang nhdm nang cao chdt lugng GD la het siic can thilt trong bdi eanh Viet Nam. Trong qua trinh xay dung, mgt quy trinh thue hien cu the eho nha trudng ngn dugc phat tnln nhdm gnip nha trudng ehii ddng trong viec xhuc hien va tao ra su ddng bd trong qua trinh tridn khai.
24 TAP CHi KHOA HOC GIAO DUC VIET NAIVl
Pham Thj Qujnh Ni, Oinh Thj Hfing VSn, TrUdng Oinh Thang
Tai li@u tham khao
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TOTAL QUALITY MANAGEMENT FRAMEWORK AND ITS APPLICATION TO IMPROVE THE QUALITY OF EDUCATION SERVICES IN SCHOOLS
Pham Thi Quynh Nr, Dinh Thi Hong Van^
Truong Dinh Thang^
' Email phamquy[ihnise@gmaii,com
^ Email (ithvan2000@yah[io,com Hue University of Education 34 Le Loi, Hue city, Thua Thien Hue province, Wetnam
^ Quang Tn Teacher Training College Km3, Highway 9, Dong Ha city, Quang Tn province, Vietnam Email' thangj([email protected],vn
ABSTRACT: In competitive context, improving the quality of education based on meeting customer satisfaction is a priority in schools; however, the schools are still facing many difficulties in meeting customer satisfaction due to lack of theoretical framework. Therefore, seeking a theoretical framework is essential.
The total quality management framework has been used In various school settings. This framework Is a practical and strategic approach to operate an organization (a school) with customer focus. This paper introduces the total quality management framework and provides some suggestions in using this framework to improve the qualify of education in schools
KEYWORDS: Total quality management; the quality ol education; schools.
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