BÁO CÁO THỰC TẬP 2

I HC QUC GIA TP.HCM TRNG I HC BCH KHOA TP.HCMKHOA QUN L CNG NGHIP

Bo co thc tp 2Bo co v cc cng ty- Cng ty Yujin Kreves - Doanh nghip t nhn Vnh Cng - Cng ty truyn thng Media OneGing vin hng dn: o GV:Nguyn Hi Ngn H o GV:Phm Ngc Trm Anh

Cc Thnh Vin:1.L Th Thy Minh 2.Nguyn Th Hnh 3.Trng Cng Thnh 4.Phm Th Khnh Phng 5.V Minh Phc 70804382 70804200 70802031 70801632 70801654

Tp.HCM 05/2010

ti: H thng sn xut cht lng sn phm v cung ng dch v

TI:H THNG SN XUT - CHT LNG SN PHM V CUNG NG DCH V

MC TIU: Tip cn doanh nghip,tm hiu cc phng ban, hot ng chc nng ca cc cng ty. Tm hiu su v h thng sn xut v kim sot cht lng: - Nguyn vt liu,dy chuyn sn xut,qu trnh sn xut. - Qui trnh kim sot cht lng,cc cng c kim sot. Tm hiu v cht lng dch v,qu trnh cung ng dch v. So snh 3 loi hnh doanh nghip thy s khc bit. Rt ra nhn xt,kt lun c ci nhn thc t v nh hng ngh nghip tng lai.

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MC LC:PHN 1:CNG TY YUJIN KREVES ...........................................................................5 A) GII THIU TNG QUAN V CNG TY .....................................................5 I) II) 1) 2) 3) 1) 2) 3) B) I) II) 1) 2) 1) 2) IV) 1) 2) 1) 2) VI) VII) 1) 2) 3) VIII) C) S Nh My. .............................................................................................5 Lch S Hnh Thnh........................................................................................5 Nh my c hnh thnh qua 3 giai on .................................................5 Nh my YUJIN. ........................................................................................6 Nh my Kreves. ........................................................................................6 Cc khch hng chnh: ................................................................................6 Cc h thng,b phn: ................................................................................6 im mnh v tnh cnh tranh....................................................................7 Lp K Hoch Sn Xut: ................................................................................7 Nguyn Vt Liu. ............................................................................................7 Nguyn liu u vo: ..................................................................................7 Cc loi thp khng g v la chn ca h .................................................8 S sn xut. ............................................................................................8 Cc qu trnh sn xut ................................................................................8 Quy Trnh Sn Xut 2: Sn xut dao: .......................................................10 S sn xut:..........................................................................................10 Cc qu trnh sn xut: .............................................................................11 My mc trong dy chuyn. .....................................................................12 Bo tr my mc ca cng ty. ...................................................................13 Qa Trnh Kim Sot................................................................................13 Qun L Cht Lng Sn Phm...............................................................13 H thng kim tra. ....................................................................................13 Cng ngh Chu u. ................................................................................14 Kim tra cng v hao mn. .................................................................14 Cch X L Sn Phm B Li. .................................................................14

III) Cng Ty TNHH YUJIN KREVES. ...............................................................6

H THNG SN XUT CC SN PHM CHNH CA CNG TY: .........7

III) Quy Trnh Sn Xut 1: Tha v Na (Spoon &Fork) .....................................8

V) My Mc Trong Dy Chuyn Sn Xut v Bo tr. .....................................12

CNG TC X L PH PHM V CHT THI: .....................................15

D) NHN XT V GP CA NHM ...........................................................15 Bo co th tp 2 Page 2

ti: H thng sn xut cht lng sn phm v cung ng dch v I) II) III) U im: ...................................................................................................15 Khuyt im: ............................................................................................15 Gp ca nhm: ...................................................................................16

PHN 2: C S IN VNH CNG: ..........................................................................17 A) GII THIU .....................................................................................................17 B) I) II) 1) 2) 3) C) I) II) III) IV) 1) 2) 3) 4) 5) I) II) QUY TRNH SN XUT V KIM SOT CHT LNG .......................17 S Cung ng Sn Phm: ........................................................................17 Quy Trnh Gm Cc Bc:...........................................................................18 Nhn file v thit k, chnh sa: ...............................................................18 In n ..........................................................................................................18 Giao hng:.................................................................................................20 Chin Lc Dch V: ....................................................................................20 H thng trong dch v: ............................................................................21 Nhn vin: .............................................................................................21 nh Gi ChtLng Dch V .................................................................21 tin cy (Reliability) .............................................................................21 phn hi (Response): ..........................................................................21 S m bo (Assurance):..........................................................................22 S thng cm (Empathy): .........................................................................22 S hu hnh (Tangibility): ........................................................................22 U dim: .......................................................................................................22 Khuyt im: .................................................................................................23

CHT LNG TRONG DCH V ................................................................20

D) NHN XT V GP CA NHM ............................................................22

III) Gp ca nhm: ..........................................................................................23 PHN 3:CNG TY TRUYN THNG MEDIA ONE ..............................................24 A) TNG QUAN V DOANH NGHIP: ............................................................24 I) II) IV) VI) B) I) Gii Thiu T Cu T Chc V Nhn S. ...................................................24 Mc Tiu V Tm Nhn ................................................................................24 Trit L Kinh Doanh: hp tc "win- win" ................................................25 Nng Lc Cnh Tranh: .............................................................................25 Gii Thiu Sn Phm ....................................................................................25 Page 3

III) S Mnh .......................................................................................................25 V) Nng Lc Ct Li .........................................................................................25 GII THIU CC SN PHM& I TH CNH TRANH.......................25

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ti: H thng sn xut cht lng sn phm v cung ng dch v 1) 2) 3) 4) II) C) I) 1) 2) II) I) II) Qung co v pht hnh tp ch:...............................................................25 T chc s kin v dch v quan h truyn thng:...................................26 Cc dch v quan h cng chng v t vn pht trin thng hiu .........26 Dch v gi tr gia tng trn SMS: ............................................................26 i Th Cnh Tranh .....................................................................................26 CHT LNG DCH V ...............................................................................27 D n cht lng dch v ..............................................................................27 Quy trnh ...................................................................................................27 Thc hin qua 4 giai on ........................................................................28 Kt qu ca d n: ........................................................................................30 U im : ......................................................................................................30 Khuyt im: .................................................................................................30

D) NHN XT,GP CA NHM...................................................................30

III) Gp ca nhm: ..........................................................................................31 PHN 4: SO SNH 3 CNG TY NHM THC TP ..............................................32

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PHN 1:CNG TY YUJIN KREVESA) GII THIU TNG QUAN V CNG TYYujin v Kreves Vina l thnh vin ca tp on Sunny Korea. Yunji v Kreves Vina hot ng trong lnh vc sn xut sn phm dng c trang thit b nh bp cao cp xut khu sang th trng ng u v Bc M. Yujin v Kreves Vina c 3 nh my vi quy m ln 2500 cng nhn t ti khu ch xut Linh Trung 1, qun Th c, Tp.HCM, khi vn phng ca cng ty vi nhn s hn 200 ngi, trong c 40 chuyn gia nc ngoi. YuJin v Kreves Vina thc s l mi trng lm vic chuyn nghip dnh cho cc ng vin nng ng. I) S Nh My. Nh my nm trong khu ch xut Linh Trung vi a ch: L 76 khu ch xut Linh Trung, qun Th c, Tp.HCM. Vi 2 cng ty l YUJIN v KREVES,v 3 nh my sn xut. CNG TY KREVES

Cng nh my Phng bo tr my mc Nh bo v WC Kho nguyn liu sn xut Khu vc vn phng Nh xp hng ha xut i. Phn xng ct cc nguyn liu mng to sang mnh nh Khu ph phm Phn xng to phi dao Khu vc ng hng ct vo kho II) Lch S Hnh Thnh 1) Nh my c hnh thnh qua 3 giai on Giai on 1 (khi cng): Bt u t nm 1999 n 2002. Giai on 2 (giai on pht trin) t nm 2003 n 2004, nh my i vo hot ng, pht trin sn phm ca mnh. Bo co th tp 2 Page 5 Kho hng

Khu vc nh my sn xut

ti: H thng sn xut cht lng sn phm v cung ng dch v Giai on 3 (giai on n nh ) t nm 2005 n 2007,khng ngng phn u sn xut cc sn phm ca mnh cng ngy cng ln mnh, khng ch ln mnh v s lng m cn ln mnh v cht lng, m bo an ton lao ng x hi cho cng nhn v nhn vin ca mnh. 2) Nh my YUJIN. S lng cng nhn 1450, 04 dy chuyn mung v na, 03 day chuyn dao cn c, Sn lng 4.500.000 sn phm /thng. 3) Nh my Kreves. S Lng cng nhn 1100 ngi. 03 dy chuyn sn xut mung v na. 02 dy chuyn sn xut dao cn rng. Dy chuyn sn xut chuyn hng cht lng cao. Cng sut 2.350.000 sn phm /thng.

Nh my Yulin chuyn sn xut hng trung cp,tp trung vo sn lng Mung/Na: 3,3 triu sn phm v dao cn c: 1,2 triu sn phm. Nh my Kreves: chuyn sn xut hng cao cp tp trung vo cht lng Mung/Na l 2,0 triu sn phm v dao cn rng 0,35 triu sn phm. III) Cng Ty TNHH YUJIN KREVES. Gm 3 chi nhnh: M, Hn Quc, Vit Nam. 1) Cc khch hng chnh: Khch hng ca cng ty c phn r rng theo phn khc th trng, a l. Gm c khch hng Chu u, khch hng a Quc Gia, khch hng c v M. Khch hng Chu u: Bao gm Zilling Lahenckels, BSK, Sola, Wilkens, Couzon, Sambonet, Degrenne, J.A.Henckels intrernational. Khch hng a Quc Gia:Oneida, WMF, Amefa, IKEA, Villeroy & Boch. Khch hng c v M: Lenox, Dnk, Gorham, R&B Every Day, Ricci, TableKraft, 2) Cc h thng,b phn: (a) Hp tc k thut vi cng Lucky wood. Cng ty Wood (Kobayashi)_mt trong nhng cng ty sn xut dng c bn hng u Nht Bn, gi chuyn gia n hun luyn cho k thut vin Vit Nam t nht 2_3 ln/nm. ngoi ra cc vn k thut cng c h tr thng qua th in t. (b) H thng my vi tnh. Ton b nh my c kt ni vi h thng mng ni b c h thng my ch iu khin cc bo co sn xut mi ngy u c gi qua h thng ny. Cc xng cn c kt ni bng ng dy in thoi ni b vi 48 my nhnh. (c) B phn khun. B phn khun c trang b mt s my trung cp nh my ct dy, my EDM, thit b kim tra cng,......c 7 chuyn gia Vit Nam ph trch CAD_CAM, c trang b y Bo co th tp 2 Page 6

ti: H thng sn xut cht lng sn phm v cung ng dch v cc thit b h tr thc hin bn v k thut. T thng 7/2002 h bt u tin hnh m chrome i vi ton b cc khun to hoa vn. Xng m Chrome do chuyn vin ha hc qun l (d) My mc. Trang b dy chuyn ring bit cho sn phm "sn phm hng u' Cc thit b mi: My EDM/Hydraulic Press Machine / my mi khung / my mi c nhn. (e) Sn xut: Cng ngh Nht Bn v Chu u. (f) Khun: ng dng cng ngh Nht Bn. (g) Kim tra: T nguyn liu cho n ng gi sn phm Line_ Stop System (h) Kim sot nguyn liu: Ci tin my ct ,iu khin c lp, bo qun c bit . 3) im mnh v tnh cnh tranh. n nh. C trch nhim . Theo yu cu khch hng. Nhiu kinh nghim. Tin cy. m bo cht lng. Kho lo. Chuyn mn cao. Ha thun.

B) H THNG SN XUT CC SN PHM CHNH CA CNG TY:C 2 Quy Trnh Sn Xut: Quy trnh sn xut 1: Tha, na (Spoon & Fork) Quy trnh sn xut 2: Dao ( Knife) I) Lp K Hoch Sn Xut: Tt c u da vo n hng v thi gian giao hng t phng Sale. Chia lm 3 nhm: Nhm 1: Ban hnh lnh sn xut, lnh sn xut s c tnh sn mi th nh nh mc sx, nh mc tiu hao Nhm 2: Ph trch t bao b ng gi. Nhm 3: Ph trch ln k hoch xut hng, phng xut nhp khu lm giy t khai hi quan, bc xp hng II) Nguyn Vt Liu. 1) Nguyn liu u vo: Thp l cun theo ng dy 0,9cm c nhp khu ch yu Trung Quc, Nht Bn. Thp ny c kim tra rt k lng v cng v thnh phn cc cht trong thp da trn nhng tiu chun quy nh ca cng ty, c th: Bo co th tp 2 Page 7

ti: H thng sn xut cht lng sn phm v cung ng dch v 2) Cc loi thp khng g v la chn ca h Lp | Vt liu la chn | Ch to | b mt sn | V sinh La chn vt liu - Cc loi thp khng g. Qu trnh ct nh nguyn liu: Qu trnh ct nguyn liu c thc hin qua 2 cng on chnh: T nhng l thp cun trn s c a vo my cn thng, sau c a sang my ct ln 1, n s c ct thnh cc tm di c 2m x 0.3m. Tip theo s c a sang my ct ln 2, tm thp s c ct li thnh hnh vung c 0.3m x 0,3m. Hai cng on ny c lm mt nh ct ring ngoi nh my chnh ca cng ty. III) Quy Trnh Sn Xut 1: Tha v Na (Spoon &Fork) V quy trnh sn xut Tha v na nh nhau, ch khc mt s chi tit khng ng k. gim chi phi m cng ua sn xut Tha v Na chung mt quy trnh sn xut. 1) S sn xut. Ct tn To phi R ra Mi b mt

Mi cnh b mt

Ct lm

Hoa vn cn

My ra

To Lm

Mi bng

Khc ch

Qa trnh ng gi 2) Cc qu trnh sn xut

Qu trnh ra SP

(a) Qu trnh ct to phi: Sau khi nguyn liu c ct thnh cc tm thp vung xng ngoi, n s c a vo trong nh my. y n s ct thnh cc thanh thp nh c 0.09 x 0.09 x 0.3m. Cc thnh ny s c a vo sn xut trc tip. N s c mi nhn cc gc nhm hn ch s nguy him v bi trong cc qu trnh tip. (b) Qu trnh to hnh ca sn phm: T cc thanh thp nh, sau khi ct n s c a vo my dp v ct to hnh dng ban Bo co th tp 2 Page 8

ti: H thng sn xut cht lng sn phm v cung ng dch v u ca sn phm. cng on ny, sn phm s c in cc hoa vn, cc k hiu ch ci theo yu cu ca khch hng. Cng vic ny c th lm theo 3 cch sau: Dng tia laze chiu trc tip ln sn phm: Phng php ny c t ng ho bng cc my mc hin i. dp. Dng ho cht phun ln sn phm chng s n mn. Dng khun dp: Phng php ny cng nhn phi lm th cng trc tip vi my

Cng on ny c khong10 my, mi my c 2_3 cng nhn lm th cng, trc tip lm vic vi my. (c) Qu trnh mi b mt hay cn gi l qu trnh Rra: Nhm tng cht lng b mt ca sn phm khi p, sn phm phi c mi s qua nhm hn ch cc tp cht s dnh trn b mt sn phm khi dp. (d) Qa trnh hoa vn cn: Ty vo yu cu ca khch hng m trn cn sn phm s c hoa vn khc nhau. To hoa vn cn bng my,hoc dng axit to ra. Giai on ny c t 1_2 ngi v c khong t 10_15 my. (e) Qa trnh mi cnh, b mt: Qa trnh mi b mt l qu trnh rt cn thit khi qua cc qu trnh trn. Qa trnh ny gip cho sn phm bt i nhng lp nhp, v cng nhn s bo m khng xy ra b t tay hay tr xc tay. Giai on ny c t 10_15 my, mi my c t 1_2 cng nhn lm vic. (f) Qa trnh ra sn phm: Sau khi mi sn phm xong n giai on ra sn phm, qu trnh ny c tc dng lm cho sn phm nhng lp mt bi sau khi mi, t bit c bng ca sn phm n u. Qa trnh ny cng c t 1_2 cng nhn lm vic trong mt my v c khong 10_15 my tt c. (g) Qa trnh to lm: i vi sn phm l tha th phi c qu trnh dp to lm hnh tha, cn i vi na th c qu trnh dp sn phi hnh na. Qa trnh ny c t 10_15 my, mi my c t 1_2 cng nhn lm vic. (h) Qu trnh nh bng: C th ni cng on nh bng l cng on kh cng phu trong quy trnh sn xut. Bao gm 2 cng on chnh: nh bng b mt: cng on ny th c th l nh bng bn th cng hoc l t ng ho hon ton. Phi sp xp t 30 n 40 sn phm ln nan gi, n s c a ln

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ti: H thng sn xut cht lng sn phm v cung ng dch v my nh bng. cc my bn th cng, mi my c 2 cng nhn, mt ngi sp xp sn phm v mt ngi trc tip lm vic vi my. nh bng th cng: cng on ny sn phm s c nh bng nhng v tr m my khng th lm. Phi sp xp t 8 n 10 sn phm ln tay cm v c lm th cng trc tip. cng on ny c khong 20 my, mi my c mt cng nhn ph trch. (i) Qu trnh khc ch: Ty vo yu cu ca khch hng m ta s khc nhng dng ch ln sn phm. C hai kiu khc ch: Mt loi l dng dung dch axit khc, hai l dng my khc ch. Giai on ny mi my cn 1 cng nhn v c khong t 10_15 my. (j) Qu trnh ra: Sn phm sau khi c nh bng s c a vo my ra bng ho cht axit nhm ra sch bi bm v tng bng cho vt th, sau s c chuyn ti bung gi lm kh. (k) Qu trnh ng gi sn phm: Sau khi ra khi bung gi lm kh, sn phm s c a vo bao b bng th cng. cng on ny c khon 50 cng nhn n lm vic. Sau khi a vo bao b th s c ng hp. Mt thng c khong t 80 n 100 n v sn phm, tu theo kch c ca sn phm. CH : nh bng sn phm c hai kiu, nh bng gng. nh bng m. Mi cng on u c chuyn vin kim tra. IV) Quy Trnh Sn Xut 2: Sn xut dao:

1) S sn xut: Ct tn To phi Mi b mt Nung mm,dp nng (ba th) cn 8000C

Nung cng

Ct li nng

Ct cn (nng)

Cn mng li (nng)

Nung cng 10000C

Mi nc

Mi b mt,cnh

Ct kha

in phn

ng gi Bo co th tp 2

My ra

Mi bng (b mt v cnh) Page 10

ti: H thng sn xut cht lng sn phm v cung ng dch v 2) Cc qu trnh sn xut: (a) Qu trnh ct tn: Trong sn xut dao ging vi sn xut tha. (b) Qa trnh to phi: Sau khi nguyn liu c ct thnh cc tm thp vung xng ngoi, n s c a vo trong nh my, nguyn liu l dao dy hn nguyn liu l tha mung vi mm. y n s ct thnh cc thanh thp nh c hn vi mm so vi phi l tha v na. Cc thnh ny s c a vo sn xut trc tip. N s c mi nhn cc gc nhm hn ch s nguy him v bi trong cc qu trnh tip. (c) Qa trnh nung nng phi: Qa trnh ny l mt qu trnh khng th thiu khi sn xut dao, nung phi phi nguyn liu mm, c tnh n hi, thun li cho vic to dng cho sn phm, d ra cng. (d) Nhit nung nng sn phm: Nhit l 8000C, Qa trnh ny i hi phi l ngi th lnh ngh c kinh nghim lu nm, cn thn trong khi l vic. Trong cng on ny c khong 2_3 my, mi my c khong t 4_5 cng nhn (e) Qa trnh cn mng li (nng): Khi nung phi th bt u a sang qu trnh cn mng li lc m nguyn vt liu ang nng, v phi to ra dao dy hn so vi tha v mung. Khi nguyn vt liu ang nng, cn mng thnh hnh li s d hn. Trong cng on ny c khong t 10_15 my, mi my c t 1_2 cng nhn lm vic. (f) Qa trnh ct cn nng: Tn dng khi nhit sn phm ang nng m ngi ta ct cn sn phm. Trong khu ny cng c 10_15 my, mi my c t 1_2 cng nhn lm vic. (g) Qa trnh nung cng sn phm: Khi sn phm c to thnh hnh dng sn phm c cng nh nguyn vt liu ban u, ngi ta c qu trnh nung cng sn phm. (h) Qu trnh dp to hnh, ct li, to hoa vn, k t: Sau khi c mi th sn phm s c nung n 8000C bng l nung in, sau khi nung th s c a vo dp, cng on ny cng c lm th cng. Trong nh my c 8 my lm nhim v ny, mi my c mt cng nhn ph trch cng vic. Sau dp th s c a sang my ct cc ph liu cn st gc v cnh ca sn phm, cc my ny c b tr cnh nhau nhm gim s to nhit. Sau sn phm s c chuyn ti my dp to hao vn, k t trn sn phm. n y th sn phm c ng hnh dng theo yu cu (i) Qu trnh nung cng sn phm: Sau khi to hnh sn phm, sn phm s c a n l nung cng. y, sn phm s c nung nng sau lm lnh t ngt nhm to cng cho sn phm. Nhit nung ph thuc vo tng sn phm dao c th, ph thuc vo yu cu ca khch hng v cng ca sn phm.

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ti: H thng sn xut cht lng sn phm v cung ng dch v (j) Qu trnh mi b mt, cnh ca sn phm: Sn phm sau khi nung cng s c cc tp cht bm trn b mt, cn phi loi b tp cht ny trc khi ct rng trn li dao nhm tng cht lng v tnh thm m ca sn phm. Cng on mi ny ging vi mi b mt tha. (k) Qa trnh khc ch: Cng ging nh khc ch QTSX na v mung. Ty vo yu cu ca khch hng m ta s khc nhng dng ch ln sn phm. C hai kiu khc ch: Mt loi l dng dung dch axit khc, hai l dng my khc ch. Giai on ny mi my cn 1 cng nhn v c khong t 10_15 my. (l) Qu trnh ct rng trn li dao: Cng on ny c lm th cng vi my mi to rng, rng s c to trn mt mt ca sn phm. C khong 25 my lm cng vic ny, mi my c mt cng nhn ph trch. Sau khi ct rng, sn phm s c a vo my in phn nhm tng cht lng b mt sn phm. (m) Qu trnh mi bng sn phm: Cng on ny c thc hin bi 2 cng on nh: Qu trnh mi bng bng my: y sn phm s c mi bng b mt v tay cm. C khong 10_15 my lm nhim v ny, mi ln mi c th mi c 40 n 50 sn phm. Qu trnh mi th cng vi my: Sn phm s c mi cc v tr m my khng mi c, b mt cnh v v tr cong pha trn tay cm. C khong 20 my thc hin. (n) Qu trnh ra sn phm: Ging vi qu trnh ra tha. Qu trnh ng gi v mi dao: Sau khi ra v lm kh th sn phm s c ng gi v chuyn n khu vc mi. gim s xy xt trn cc dy chuyn, sn phm phi c ng gi sau khi sy kh ri mi a n mi. y sn phm s c mi th cng, c khong 10_15 my lm cng on ny,mi my c t 1_2 cng nhn. Sau khi mi xong, sn phm s c vn chuyn bng dy chuyn t ng n khu vc ng hp. V) My Mc Trong Dy Chuyn Sn Xut v Bo tr. 1) My mc trong dy chuyn. My ct, my mi, my dp, My khc ch,.... Cng ty c rt nhiu my, mi my c cng sut hot ng khc nhau: Cng ty ch chia theo mi cng on u ra ca cng on ny l u vo ca cng on tip theo, b Bo co th tp 2 Page 12

ti: H thng sn xut cht lng sn phm v cung ng dch v tr sao cho ph hp khng b bottle neck (sx tc nghn) c h thng sx. 2) Bo tr my mc ca cng ty. C danh sch tng loi my, mi my c m s theo di v c lp s theo di ring theo tng nhm my c cng c tnh. Lp k hoch bo tr nh k vo ngy CN khng nh hng n sx, cng nhn bo tr ny c ngh vo ngy khc trong tun. Chu k mi my s c bo tr sau 3 thng s dng. Vic bo tr ny s hn ch c vic my h t xut. Nu trong qu trnh mt my no b h hng th cng ty c my d tr thay th bn cnh, lm nh vy s khng dn on qu trnh sn xut. VI) Qa Trnh Kim Sot. Cng ty QLSX nh sau: u ra ca cng on trc (nh cung cp) ->cng on tip nhn u vo (nh cung cp) cng on tip ->. C s sch bn giao QC kim sot cht lng QA kim tra h thng.

VII) Qun L Cht Lng Sn Phm. 1) H thng kim tra. C 180 nhn vin kim tra (ngy/m) trong tng s 2200 cng nhn c hai nh my, trong : 6 ngi kim tra cng on cui, 80 ngi kim tra cng on bn thnh phm v 40 ngi kim tra cng on bn thnh phm v 40 ngi kim tra tng khu. Cc nhn vin kim tra c gim c sn xut hun luyn v cng tham d cuc hp hng ngy, khng nhng phc v cho cng tc ni b m cn gip nm bt thng tin sn xut tng hp. Ty vo yu cu ca khch hng m c cc bin php kim tra sn phm khc nhau. Cng ty c chia ra 3 phn khc th trng khch Hng khc nhau. Bao gm: + Khch hng Chu u. + Khch hng a quc gia. + Khch hng c v M. Hin gi cng ty ang s dng cng c qun l cht lng bng biu PARETO. V sn phm ca cng ty l sn phm dng c bn n vi s lng nhiu, nn qun l cht lng sn phm ch yu dng bng mt v cng c qun l cht lng bng biu PARETO. Bng cch cn c vo cc tiu chun m cc giai on sn xut sn phm m cng ty v cc n t hng ca khch hng yu t ra lm chun. Khi xut hng th thng cn c cht lng m tha thun vi cc n hng m khch hng t t u m c cc mu khc nhau. Mt thng dao thng c 120 cy dao, mt thng mung v na c 360 cy. Khi khch hng kim tra th bng cch bc mu ngu nhin mt vi cy v bc nhiu thng c mt mu nht nh, kch thc c mu ty vo l hng. i vi l hng my chc thng dao, mun, na thng bc mu 200 ci v a ra cc c Bo co th tp 2 Page 13

ti: H thng sn xut cht lng sn phm v cung ng dch v tnh k thut ca sn phm m hai bn gia cng ty v khch hng kim tra, t l sc xut l 200 ci khng qu 10 ci b h hng. Nu trn 20 ci b h hng th l hng hon ton b hy v ty vo hp ng x l. Cc c tnh m cng ty thng hay kim tra v sn phm nh: Kch thc sn phm c ng nh quy nh m khch hng t hay khng. Kim tra bng ca sn phm t nh yu cu m khch hng a ra hay cha. r st ca sn phm nh th no, t c nh mong i ca khch hng khng. i vi na th cc rng na u nhau hay cha. i vi dao th li dao c bn khng. i vi khu ng gi sn phm th sn phm c b try xc hay khng. Cc hoa vn trn cn c nh khch hng mong i khng? Cch khc ch trn cn t tiu chun hay khng?

Trong qu trnh sn xut c cc tng c ca tng giai on kim tra. V pha cng ty khi chun b xut hng, cng ty s cho nhn vin kim tra cht lng bng cch trc tip kim tra ht ton b sn phm xut i, hoc l ly ngu nhin mt thng hng kim tra cht lng sn phm. Khi sn phm c xut i cho khch hng, th trc khi xut s c mt t kim tra na, ty thuc vo yu cu ca khch hng m c bin php. Thng th c 3 kiu kim tra: 2) Cng ngh Chu u. Dy chuyn mi xng Kreves p dng cng ngh Chu u gip m bo sn phm chnh xc v hon ho. 3) Kim tra cng v hao mn. Mi l sn phm dao u c kim tra cng v hao mn theo tiu chun Chu u. Nu l khch hng kh tnh k lng v sn phm m khch hng t l sn phm cht lng cao cp th thng thng th h s mi bn th 3 sang kim tra hng cho h. Nu l khch hng kh tnh bnh thng th h s t sang kim tra hng ca h. Nu khch hng bnh thng th h s yu cu pha cng ty m bo cht lng ca h. Trong nm nay cng ty thc hin a ISO 9000 vo tt c cc phng ban ca cng ty. y mi ch l bc m u. Cng ty c mi chuyn gia t vn v ISO v o to cho nhn vin trong tt c cc phng ban, cch thc hin, giy t v s sch VIII) Cch X L Sn Phm B Li. Ty tng sn phm b li khch nhau m cng ty c cch khc phc. i vi sn phm c th khc phc c th cng ty s a v b phn, giai on chnh sa li. Cn i vi nhng sn phm khng th khc phc c th cng ty s a vo ph phm.

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C) CNG TC X L PH PHM V CHT THI:Cc ph phm thp s c my p thnh khi nhm hn ch th tch, v c vn chuyn v Trung Quc ti ch. Cc loi bi trong khi mi sn phm: Cng ty c h thng ht bi, mt trong qu trnh mi sn phm theo ng ng i n ni tp kt l c cc cng ty khc thu mua. Cng ty xy dng cc h thng x l cc loi cht thi,dung dch axit . V c thu cng ty s l cht thi v x l. Tt c s a v Hn Quc x l li.

D) NHN XT V GP CA NHMI) U im: Cng tc bo v c cng ty thc hin rt tt,dc bit l khu ra vo cng trnh tnh trng mt cp.C nhn vin bo v trc tip kim tra bng tay v bng dng c r sot hin i. Cng ty nm qun Th c vi din tch kh rng,mi trng trong lnh to khng kh tt cho nhn vin lm vic Cng nhn trong nh my c cng ty trang b dy cc dng c bo h an ton lao ng. C cc chnh sch i vi nhn vin v cng nhn ca mnh, mua bao him cho nhn vin v cng nhn ca mnh, Cng ty c quy m sn xut ln, cng ty c mt s t chc cht ch v xit cht. Cc phng ban t chc lm vic lin kt vi nhau mt cch tng th lin mch.. Xit cht t nguyn vt liu u vo n cc quy trnh sn xut cho n khi tr hng tn kho xut i cho khch hng. Cng ty ang thc hin d n ISO vi mc tiu p dng chng trnh kim sot cht lng mt cch c h thng.V sn phm c sn xut qua nhiu giai on nn cht lng sn phm c kim tra ch yu bng mt. Tt c cc giai on kim tra u c b phn KCS kim tra, khi xut hng th cc QC c cc bin php kim tra v phn li sn phm, c phng n tt nht c th. C b QA kim sot cht lng. Cng ty c mi quan h vi khch hng ca mnh rt tt. Ngoi cc chnh sch i kh vi khch hng ca mnh. Mt nm cng ty c chi ra mt khon tin kh ln cho nhn vin b phn kinh doanh n thm hi khch hng ca mnh. Lun lun thc hin ng vi cc n hng, hp ng ca mnh ca cng ty vi khch hng. Cc mt tin, mi u c ng ht theo ng ng ra bn ngai tp kt thu gom rc thi. Cc ph phm v hng h hng khng sa cha c p thnh cc v bn cho cc cng ty thu gom rc thi khng gy nhim mi trng, khng nh hng n sc khe cng nhn. Cng nhn v nhn vin c khm sc khe nh k. II) Khuyt im: Khu vc v sinh ca cng ty cha c sch s H thng ngn ting n ca cng ty cha c m bo,nh my gn vn phng lm nh hng n nhn vin. Tuy c trang b bo h y nhng nhiu nhn vin xem thng sc khe v s an ton ca mnh nn khng tun th ng quy nh Ba n tra cha c cht lng nh mong mun ca cc nhn vin

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ti: H thng sn xut cht lng sn phm v cung ng dch v III) Gp ca nhm: Tng cng nhn vin trong cng tc v sinh,v nng cao thc v sinh cng cng Ci tin h thng ngn ting n gip nhn vin lm vic hiu qu hn Ci thin ba n tra, nng cao sc khe tinh thn lm vic,gip nhn vin lm vic nng sut hn. Tht cht cc ni quy,quy nh,gip cc nhn vin thc hin tt cc ni quy

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PHN 2: C S IN VNH CNG:A) GII THIUc thnh lp t nm 1999, c ngun gc t 1 c s in n giy t thng thng, Vnh Cng chnh thc c thnh lp vi 1 c s v 5 nhn vin, kinh doanh ch yu trong lnh vc ct decal. n nm 2004 th nhp v thm 1 my in Hiflex. T n nay mi nm u u t thm my mc trang thit b. Trung bnh thi gian hon vn ca mi thit b l 1 nm. Nm 2007, Vnh Cng m thm 1 c s ng X Vit Ngh Tnh ch yu l nhn cc n hng, thit k v chuyn v c s in gc. n nm 2009 th ti y cng c trang b thm my in PP Khch hng n vi c s in Vnh Cng ch yu nh quen bit v gii thiu ln nhau do tiu ch ca ca hiu l Uy tn - Cht lng Gi c cnh tranh. Cho n nay, vi qui m hin ti th lng khch cng nh n hng n vi c s l tng i n nh, t c hiu qu kinh t Bn cnh in n cho cc khch hng l th ca hiu cn nhn in s lng ln cho cc c s thit k qung co khc nhiu a phng khc. Nh lm vic lu nm trong ngnh in nn ca hiu cn nhn sa cha v kinh doanh cc my in cho nhng ai c nhu cu.

B) QUY TRNH SN XUT V KIM SOT CHT LNGC s qung co Vnh Cng l mt c s nh, hot ng nh mt cng ty gia nh nn quy trnh sn xut v kim sot cht lng rt n gin khng cn n h thng qun l cht lng ln nh cc cng ty, tp on ln. Quy trnh sn xut ca c s Vnh Cng rt n gin v khch hng c th thy ngay khi bc vo c s v n c ch c s in ngay phn di ca bng hiu ca mnh. I) S Cung ng Sn Phm:

Khch n xp xe gn gng

- Chp file vo my Nhn file: - M file kim tra font ch v mu

- In phiu tnh tin Tnh tin: - Nhn tin cc -Hn gi ly hng - Kim hng Giao hng: - Thu tin cn li - Cm n ....

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ti: H thng sn xut cht lng sn phm v cung ng dch v Tuy nhin, y ch l cho khch hng d dng hn khi vo c s cn quy trnh chnh thc ca c s c th chia lm bn bc v v vic in n l p ng theo yu cu khch hng nn vic kim sot v cht lng sn phm s c thc hin song song vi cc khu ca quy trnh sn xut m bo cht lng sn phm theo yu cu ca khch hng: II) Quy Trnh Gm Cc Bc: 1) Nhn file v thit k, chnh sa: Khi khch hng n vi Vnh Cng th h thng chun b cho mnh mt file sn v file ny s c chp vo h thng my tnh ca c s qua USB, cc loi a v c bit khch hng cng c th chuyn file ca mnh vo h thng my tnh ca c s Vnh Cng thng qua mail, y l hnh thc c p dng gn y, n gip cho khch hng gim c mt khong chi ph v thi gian. Khi cc file c chp vo h thng my tnh s c cc nhn vin thit k ca c s kim tra v font ch, mu sc.... m bo cc file in ra c hon ho nht. C s c 5 nhn vin thit k vi kinh nghim lu nm trong ngh v mt h thng my tnh lun c trang b cc phn mm thit k chuyn nghip nh: Corel, Photoshop hay Illustrator... v th file bng in cng s p hn v nhanh chng hn, p ng nhu cu ngy cng cao ca khch hng. Ngoi ra, cng c nhng khch hng n vi Vnh Cng ch vi nhng tng v bng in ca mnh v khi n y s c cc nhn vin thit k to ra mt file in nh mun m khng cn phi tn thm chi ph no khc. Vic ny khng nhng lm cho khch hng cm thy hi lng m cn lm cho vic in n cng tr nn thun tin hn khi cc nhn vin thit k s da theo yu cu ca khch hng m t v h thng my in sn c ca c s thit k ra file in ph hp. Sau khi file bng in c s chp nhn ca khch hng di s t vn v mu sc, font ch... th s c chuyn n cc my in thch hp in ra cho khch hng. Cui khu ny th khch hng s thanh ton mt khong tin t cc trc cho c s. 2) In n C s Vnh Cng c chia lm 2 khu vc: khu thit k, ct decal v khu in. Vic ny m bo co khch hng n vi Vnh Cng khng cm thy kh chu khi ngi phi mi ca cc loi sn du. Vnh Cng c tt c 8 my in c chia lm nhiu loi y chia lm 3 loi in: 3 my in decal (in cc decal dn), 2 my in PP (in poster sc nt), 3 my in Hiflex (in trn tm bt Bandroll, Banner ln) gm 1 my Nht v 2 my Trung Quc. Ngoi ra cn my cn nylng nh v cc dng c ng khoen v dn m. Cc my in y u c h thng ho v ni vi mt my tnh ch x l. (a) In, ct Decal: Ba my in, ct Decal c kch thc nh c t bn phng thit k. Khch hng c nhu cu in, ct decal thng c giao hng ngay v a s khch hng t vi s Bo co th tp 2 Page 18

ti: H thng sn xut cht lng sn phm v cung ng dch v lng khng nhiu v cc my ca c s c tc ct nhanh. Mu Decal thng l cc ch, a vo my ct s to cc ln c th d dng tho g. khu ny cht lng ca sn phm ch yu da vo cht lng ca cc my in, ct decal trong ch yu l cc u ct ca cc my. Sn phm ca khu ny lun c m bo v c s c trang b mt 3 my in, ct hin i. (b) In PP: Cc my in PP l in mc nc, rt d bay mu mc, cc sn phm in thng c treo trong nh, hoc dn trn cc bng qung co, cht lng ca cc loi mc in ny rt thp nn cn phi c lp nylng bo v bn ngoi ng thi n cng tng tnh thm m cho bng in ra. Vnh Cng c 2 my in PP trn lu ni vi mt my tnh cng vi my in Hiflex Nht. Cc mu sn phm s c truyn t phng thit k qua my tnh, nhn vin s x l d liu ph hp vi my v a cc tm giy PP vo my in, cc kh in PP l 0.8m, 1.2m, 1.5 m. i km vi 2 my in PP l mt my cn nylng. Sn phm PP sau khi in xong s c mt thi gian cho kh lp mc in. Sau , a vo my cn ph ln mt lp nylng bo v. khu in PP ny th tay ngh ca nhn vin ng my kh quan trng m bo cho sn phm c in ra u mu v lp nylng c ph u v trng p hn. (c) In Hiflex: In trn cc tm bt c chiu ngang l 3m2. Cc tm bt c a vo my in chy cun theo my. Kim phun s chy ngang theo cc tm bt phun mc. Tc ca kim phun t l nghch vi phn gii ca sn phm. m bo cho cht lng ca sn phm th th ng my s thc hin kim tra my, iu chnh mc in cho cc u phun sau cho sn phm in c u v p hn. bn hng ca my in c mt thanh chn ngang, cc tm bt c in xong s cun vo thanh ny, tc dng ca n l gip ngi in c th d dng ct ri cc phn in, y l mt ci tin ln gip cho cc sn phm lm ra c si hi lng cao ca khch hang. Mc phun ca my l mc du nn c mi rt hi (c trng ca in Hiflex) nhng n tin li l c th a ngay ra ngoi m khng s lem ty mu. m bo cho sn phm in ra ng theo yu cu ca khch hng th ch c s cn cho in th cho khch hng xem v iu ny gip cho t l sn phm in ra b li c gim i r. Kh in ca cc my ti c s l 3m2 nn nu khch hng mun ly ngay th phi in trong kh ca my. Nu in ln hn th phi in nhiu tm ri ghp li, cn nh hn th phi i cc khch hng khc c nhu cu kch thc nh ghp li in chung trong kh cho php. i vi in Hiflex, cc khch hng thng c nhu cu l ng khoen, dn m hoc lm hp n ch ni. o ng khoen, dn m: sn phm Hiflex thng c lm cng on ny mc ch cho vic treo qung co d dng. Phn ra ca tm bt s c xp li lun cy treo, trong khi cc gc c ng cc khoen trn mc dy. Bo co th tp 2 Page 19

ti: H thng sn xut cht lng sn phm v cung ng dch v o Hp n, ch ni: mc in Hiflex c 2 loi vi m nht khc nhau cho mc ch lm hp n. Cc hp n tc lm bn c s Hng Xanh theo mun khch hng. Bt in c in xong s c ng vo hp vi n bn trong cho vic chiu sng, mc in y s rt nht. 3) Giao hng: Theo hn nh tha thun ca khch hng v ch c s th khch hng n nhn hng. Sau khi kim tra sn phm, giy t m bo th khch hng s c trong tay sn phm ca mnh mong mun. im thu ht khch hng n vi Vnh Cng l cht lng tt v giao hng ng hn m bo v thi gian cho khch hng. Tuy nhin y l sn phm c kim tra theo cm tnh ca con ngi cng c trng hp l sn phm in ra s c th khng hon ton nh ca khch hng v khi c s s hn li qua ngy sau s giao hng cho khch hng v lun c khch hng thng cm. Nhn chung, quy trnh sn xut v kim sot cht lng sn phm ca c s tuy rt n gin nhng cng gp phn tng tnh cnh tranh ca mnh v n lm cho t l sn phm in ra khng ng theo khch hng gim i ng k, theo c tnh th khi mi hot ng th t l sn phm lm ra b li, khng ng theo yu cu ca khch hng kh cao nhng hin nay nh kinh nghim hot ng lu nm trong ngh v p dng mt vi k thut hn ch t l h hng ca sn phm gim xung nhiu cn khong 5%, n th hin s c gng ca ch c s v cc nhn vin ca mnh. Ngoi ra, ch c s l mt ngi c kinh nghim rt lu nm trong ngh v tn tnh hng dn cc nhn vin ca mnh, ng thng c mt bn cnh cc nhn vin ca mnh c th hng dn h lm cho cng vic ca h tr nn thun tin hn. Mt iu hn ch ca c s l khng thng k c l sn phm h hng, li khu no l nhiu nht c bin php khc phc, ci tin sn phm ca mnh tt hn, tng tnh cnh tranh cho mnh, ng thi v m hnh kinh doanh ca c s l theo dng gia nh khng c k thng thng k hng ngy nhn c bao nhiu n hng v sn xut c tng loi sn phm l bao nhiu c th pht trin sn phm ca mnh theo hng chnh ch da vo c lng v ghi li vo cui ngy.

C) CHT LNG TRONG DCH V

Chin lc KH H thng I) Chin Lc Dch V: Vnh Cng hot ng trong lnh vc in n qung co, cht lng dch v l rt quang trng tuy nhin cht lng trong dch v cng khng km phn quang trng n gp phn cho Vnh Cng thu ht khch hng mi v gi chn khch hang c n vi Vnh Cng. C Bo co th tp 2 Page 20 Nhn vin

ti: H thng sn xut cht lng sn phm v cung ng dch v th hiu quy trnh kim sot cht lng trong dch v ca Vnh Cng theo m hnh tam gic dch v Tri tim ca tam gic ca tam gic dch v l khch hng, i vi hu ht tt c cc ngnh ngh l rt quan trng, i vi c s Vnh Cng cng vy. Vnh Cng lun c gn tm hiu xem nhu cu ca khch hng mnh l g c th phc v mt cch tt nht. Chin lc ca Vnh Cng trong phc v khch hng l p ng mt cch tt nht nhu cu khch hng trong thi gian nhanh nht c th c. Mt khc, Vnh Cng cng to mi trng thn thin vi khch hng. Khi khch hng vo khu vc phng thit k ca c s c th t s dng cc thit b ca c s. II) H thng trong dch v: p ng nhu cu mt cch tt nht, nhanh chng nht th Vnh Cng trang b cho mnh mt h thng my tnh lun cp nht nhng phn mm h tr thit k, ng thi cc my tnh ti phng thit k cng c lin kt vi nhau gip hn ch c thi gian i li gia 2 khu vc in v thit k c bit khi cc my in trn tng cao. Ngoi ra, i vi c s Hng Xanh th khch hng c th n t hng vo n t hng s c gi qua mail vo c s chnh thc hin v ngc li. ng thi c s cng c nhn thm cc n t hng ti cc c s khc khi cc c s c n t hng vt qu kh nng ca mnh. III) Nhn vin: Mt im lm tng tnh cnh tranh vi cc c s in qung co khc l Vnh Cng c dng i ng nhn vin lnh ngh, c nhiu nm kinh nghim trong ngnh. i vi cc nhn vin mi vo ngh th cng c s gip tn tnh ca ch doanh nghip v cc ng anh trong c s Vnh Cng. c bit cc nhn vin ca c s vi s phc v nhit tnh, vui v, ha ng vi khch hng lm cho khch hng cm thy thoi mi. IV) nh Gi ChtLng Dch V

C rt nhiu cch nh gi cht lng dch v ca Vnh Cng nhng phng php d p dng v thch hp vi Vnh Cng l phng php RATER. 1) tin cy (Reliability) tin cy gp phn tng tnh cnh tranh cao cho hu ht cc ngnh c bit l cc ngnh dch v. N gp phn gi chn khch hng v to lng tin cho khch hng. Nm c nguyn l ny th Vnh Cng thc hin rt tt v lm cho khch hng thm gn b vi Vnh Cng. Vnh Cng lun m bo v cht lng sn phm v c bit Vnh Cng lun giao hng cho khch nh ha vi khch, rt t trng hp phi hn li khch hng v l do lm khng kp hng. 2) phn hi (Response): Khi bc vo khu vc thit k ca Vnh Cng th khch hng c th nhn thy ngay c quy trnh, bng gi, bng mu cho khch hng c th la chn, i vi cc thng tin k thut v cht lng tng loi sn, mu... lun c cc nhn vin k thut t vn cho khch hng c th c c sn phm thch hp cho tng mc ch s dng khch nhau vi gi hp l nht. Bo co th tp 2 Page 21

ti: H thng sn xut cht lng sn phm v cung ng dch v 3) S m bo (Assurance): Cc nhn vin trong c s Vnh Cng lun c m bo v tay ngh cao v c kh nng phc v khch hng mt cch tt nht. 4) S thng cm (Empathy): Vnh Cng hot ng theo nguyn tc u tin, m bo cho khch hng n trc s c phc v trc. Tuy nhin cng c trng hp ngoi l, i vi nhng khch hng c nhu cu gp th cng c c s u tin phc v trc lm cho khch hng cm thy hi lng hn. 5) S hu hnh (Tangibility): Mt n tng khi khch hng n vi Vnh Cng l vic xe trong nh, tuy l mt vic nh v c th lm mt mt din tch ca c s nhng cng lm cho khch hng cm thy an ton hn v ti sn ca mnh. Mt im na l khch hng khng phi cm thy kh chu bi mi khi thuc l v trong c s c treo nhiu bng bo nghim cm vic ht thuc, iu ny lm cho khch hng cm thy hi lng i vi c s Vnh Cng.

D) NHN XT V GP CA NHMI) U dim: C s Vnh Cng l mt cng ty gia nh vi quy m nh, cc thnh vin ch yu l ngi trong nh, nhng cch qun l t nguyn vt liu u vo n cht lng dch v, sn phm u ra u rt tt. ng ch l ngi nhit tnh, y lng nhit huyt vi cng vic, tn ty vi khch hng v cng nhn ca mnh.c bit ng l ngi bit t duy sng to,khng ngng ci tin my mc,dy chuyn sn xut ca mnh cht lng sn phm,dch v tt nht c th. Tuy sn phm mang tnh cnh tranh rt ln nhng vi quy m nh c s Vnh Cng bit phn khc khch hng ca mnh,to im khc bit cho mnh so vi i th(khch hng chu chp nhn b ra mt khon tin mc hn so vi cch ca hng khc c mt sn phm cht lng tt nht m h mong mun) Lun to c nim tin cho khch hng.Khch hng n vi Vnh Cng vi cm gic rt thoi mi, h vo v t ng m file ln Thm ch khch hng n, khng lm c file cn lm th khch hng ch v ra giy hay ni tng l nhn vin c s s to mt file ngay lp tc, p ng nhu cu ca khch hng. Thit b my mc lun c ci tin v bo tr nh k cho nn lun lun hot ng vi cng sut ln, m bo vi yu cu n hng m khch hng t. Mt s ni mun mua my ca ca hng th u c c s c ngi n ni chuyn giao cng ngh, chy th v cho n khi c th t mnh s dng thnh tho. C s in Vnh Cng c mt li th rt ln l mt bng c s nm ngay trn a ch 323-325 Phan ng Lu-P.1-Ph Nhun v 277 X Vit Ngh Tnh-P15-Bnh Thnh, y l hai con ng ln, mi ngi qua li nhiu v nhu cu t hng cao. Bo co th tp 2 Page 22

ti: H thng sn xut cht lng sn phm v cung ng dch v Chp hnh nghim ngt cc yu cu phng chng chy n cm ht thuc khi vo ca hng, trnh nhn vin thit k c chuyn mn cao, thao tc nhanh II) Khuyt im:

Bn cnh rt nhiu u im, trong qu trnh tham quan nhm nhn thy mt vi khuyt im nh sau: C s nm mt ni c mt v th ln nhng din tch cn kh hn hp. Khch hng ra vo xe kh bt tin, l mt iu bt li ln cho Vnh Cng. Vi quy m nh,mang tnh cht gia nh Vnh Cng khng c b phn k ton nn vic kim sot chi ph,doanh thu ,li nhun kh kh khn. Cch b tr sn phm cn theo cm nhn, khng b tr r rng nh cc cng ty khc. III) Gp ca nhm: Cn c b phn ghi chp kim sot doanh thu,chi ph. Cn b tr ni xe thun tin hn. Vo nhng thi im c nhiu khch hng cn c thm nhn vin khch hng khng phi ch lu.

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PHN 3:CNG TY TRUYN THNG MEDIA ONEA) TNG QUAN V DOANH NGHIP:Cng ty MEDIA ONE c thnh lp thng 4/2006 ti H Ni bi 1 nhm cc chuyn gia nhiu kinh nghim v lnh vc vin thng, cng ngh thng tin. Sau 3 nm pht trin cng ty thit lp c cc mi quan h thn thit vi cc doanh nghip vin thng ln trong nc nh Viettel, VNPT v cc doanh nghip vin thng nc ngoi nh Orange, Acatel-Lucent Hin nay m rng th trng kinh doanh ca mnh vo min Nam, cng ty m bng vic m chi nhnh min ti tp.HCM vo thng 10/2009 I) Gii Thiu T Cu T Chc V Nhn S. HI NG QUN TR

TNG C

GIM

PH TNG GIM C

PHNG D N

PHNG MARKETING

PHNG K TON

PHNG K THUT

TRNG D N 1

NHN VIN MARKETING

NHN VIN K TON

NHN VIN K THUT

TRNG D N 2 II)

NHN VIN MARKETING

NHN VIN K TON

NHN VIN K THUT

Mc Tiu V Tm Nhn

Mc tiu ca Media One l tr thnh cng ty truyn thng hng u trong lnh vc vin thng v cng ngh thng tin ti Vit Nam. Bo co th tp 2 Page 24

ti: H thng sn xut cht lng sn phm v cung ng dch v Media One tp trung pht trin cc tp ch v vin thng v cng ngh thng tin nh: tp ch x hi thng tin, tp ch sc mnh s, v tp ch Telecom & IT; cung cp cc dch v PR v marketing; cc dch v t vn v qung co cho cc cng ty vin thng v cng ngh thng tin ti Vit Nam. III) S Mnh Media One cam kt h tr cc cng ty vin thng v cng ngh thng tin ti Vit Nam pht trin sn phm v dch v, to iu kin thun li cho ngi s dng sn phm v dch v c th la chn ng nh sn xut. Theo , Media One gp phn quan trng vo s pht trin ca ngnh cng nghip vin thng v cng ngh thng tin ca Vit Nam. l l do cho s tn ti v pht trin ca Media One. IV) Trit L Kinh Doanh: hp tc "win- win"

Media One lun c gng m rng v tht cht mi quan h vi cc i tc v khch hng trn c s hai bn cng c li. Hn na, tt c cc thnh vin ca ngi nh chung Media One cng phn u v li ch ca nhau thng qua thi lm vic tch cc v hp tc. Trit l ny l nn tng cho tt c cc hot ng hng ngy ca i ng lnh o cng nh i ng nhn vin, gp phn vo s pht trin bn vng c bn trong v bn ngoi ca Media One. V) Nng Lc Ct Li Kh nng sng to cao ca i ng nhn vin trong cng ty. Tnh chuyn nghip v c trch nhim cao trong cng vic. Kh nng lm vic nhm tt ca cc nhn vin trong cng ty. p dng chin lc win-win, m rng v tht cht mi quan h vi cc i tc VI) Nng Lc Cnh Tranh: i ng nhn vin tr, nng ng, nhiu tng mi, t ph. C mi quan h thn thit vi cc khc hng l cc doanh nghip vin thng ln nh VNPT, Viettel.

B) GII THIU CC SN PHM& I TH CNH TRANHI) Gii Thiu Sn Phm Lnh vc chuyn mn ca cng ty: t chc cc s kin, thc hin cc d n v lnh vc truyn thng, qung co, vin thng, cng ngh thng tin, cung cp cc gii php cho cc cng ty v lnh vc vin thng nn sn phm chnh ca cng ty l: 1) Qung co v pht hnh tp ch:

L i l qung co v pht hnh tp ch X hi thng tin, Sc mnh s. L tng i l qung co v pht hnh tp ch Telecom&IT. Page 25

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ti: H thng sn xut cht lng sn phm v cung ng dch v 2) T chc s kin v dch v quan h truyn thng: T chc hi tho, hi ngh, hp bo, tic chiu i, gii golf, tennis v cc s kin T chc cc hot ng h tr cho cc n v nc ngoi tham d trin lm bao gm: n khch t sn bay, t phng khch sn, cung cp v cho thu phng tin i li, t chc tham quan du lch

Thit k, dn dng gian hng, trin khai cc hot ng activation, thu PG, ngi dn chng trnh, phin dch, thit k v in n ti liu, Lm th tc hi quan, vn chuyn trong nc thit b trin lm n khu vc trin lm Trin khai cc chng trnh PR trn bo ch, truyn hnh khuch trng thng hiu, dch v, sn phm ca cc cng ty T vn xc tin thng mi, t chc gp g, giao lu vi cc i tc quyt nh trao i, thit lp cc quan h hp tc Tp hp, nghin cu, cung cp thng tin, s liu thng k bo co v th trng vin thng Vit Nam.

3) Cc dch v quan h cng chng v t vn pht trin thng hiu Xy dng h thng qun l cht lng cc dch v chm sc khch hng cho cc cng ty vin thng Xy dng cc chng trnh tch im dnh cho khch hng ca cc cng ty khai thc vin thng Xy dng h thng qun l quan h khch hng cho cc cng ty khai thc vin thng T vn chin lc pht trin th trng v cc dch v vin thng. 4) Dch v gi tr gia tng trn SMS: Cng ty C phn Truyn thng s 1 l i tc ca Trung tm thng tin bu in trong vic khai thc, s dng v mua bn h thng dch v tin nhn SMS u s 8x81,khai thc 20 dch v gia tng . II) i Th Cnh Tranh

Vi tr s chnh ti H Ni th i th cnh tranh chnh ca cng ty l tt c nhng cng ty truyn thng khc. in hnh l: - Cty C Phn Cng Ngh Truyn Thng Bluesea - Cty Truyn Thng DTC - Cty C Phn Truyn Thng & Gii Php Doanh Nghip Cc cng ty truyn thng ny tuy thnh lp lu hn, c nhiu hot ng hn nhng cng ty MEDIA ONE hot ng trong lnh vc vin thng to c mi quan h thn thit vi 2 nh cung cp ln trong th trng vin thng l VNPT v Viettel, y c th ni l 1 nn mng vng chc ca cng ty cho qu trnh hot ng v pht trin sau ny. Ti tp.HCM c rt nhiu cng ty ang hot ng trong lnh vc ny nn i th cnh tranh ca cng ty rt nhiu, do cng ty cn c nhng chin lc lu di nhm to c tin tm ca mnh trong th trng tp.HCM ny.

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ti: H thng sn xut cht lng sn phm v cung ng dch v Mt s khch hng cng nghip ca cng ty cng c th tr thnh i th cnh tranh ca chnh cng ty sau v cc khch hng ny cng c th t t chc cc hot ng truyn thng cho mnh, nhng vi s chuyn su v chuyn nghip khng cao th kh nng thc hin thnh cng cc hot ng truyn thng ca h cng rt thp, do h vn cn phi c 1 cng ty chuyn thc hin cc hot ng ny cho h.

C) CHT LNG DCH VHin nay trn th trng, cc cng ty cng lnh vc lun cnh tranh vi nhau bng cc chin lc nh: qung co rm r, lin tc a ra cc sn phm, dch v mi, gim gi V s cnh tranh trong ngnh cung cp dch v vin thng ti Vit Nam cng khng nm ngoi quy lut ny, ti Vit Nam hin nay c 6 nh cung cp dch v vin thng :VNPT,Viettel,FPT,EVN,Saigon Postel (Sfone),Beeline Nng cao tnh cnh tranh Chin lc thu ht khch hng Quan tm chm sc cc khch hng hin c. Knh giao tip trc tip gia doanh nghip v khch hng chnh l cc giao dch vin ti cc im giao dch ca doanh nghip. chm sc tt cho cc khch hng ca mnh MEDIA ONE ra phng n: Nng cp v chun ha c s vt cht ti cc im giao dch ca mnh. Nng cao cht lng phc v khch hng ca cc giao dch vin mnh. Trong ,y mnh nng cao cht lng phc v ca cc giao dch vin vi khch hng. MEDIA ONE xy dng nn 1 h thng o to, nh gi v nng cao cht lng phc v ca cc giao dch vin cho cc doanh nghip cung cp dch v vin thng ti Vit Nam v doanh nghip u tin s dng h thng ny chnh l TNG CNG TY VIN THNG QUN I VIETTEL. MEDIA ONE thc hin d n cht lng dch v nng cao kh nng v cht lng phc v ca cc GDV VIETTEL i vi khch hng. I) D n cht lng dch v 1) Quy trnh VIETTEL MEDIA ONE KHCH HNG VIETTEL

GDV VIETTEL

B 20 TIU CHUN CHO CC GDV VIETTEL

T D N CA MEDIA ONE Bo co th tp 2 Page 27

ti: H thng sn xut cht lng sn phm v cung ng dch v 2) Thc hin qua 4 giai on (a) Giai on 1: iu tra hin trng cht lng phc v khch hng ca Viettel (iu tra khch hng & ni b) a ra cc con s thng k chnh xc t cc nh gi ca khch hng v ni b cng ty v mt bng chung ca cc GDV Viettel. Phng vn kin ca 250 khch hng ca Viettel ti tt c cc ca hng giao dch ca Viettel ti 3 thnh ph ln l H Ni, Nng, tp.HCM v kin ca 23 nhn vin ni b cng ty Viettel v cc mong mun ca h v cc GDV cc ca hng giao dch ca Viettel. Mc tiu Phn tch kin nh gi ca khch hng v hin trng cht lng phc v ca Viettel Thu thp v phn tch kin nh gi ca khch hng v cht lng cc sn phm, dch v ca Viettel. xut cc phng n iu chnh nhm nng cao cht lng dch v. Bng 2: nh gi ca khch hng v ni b doanh nghip v tc phong ng x ca nhn vin Viettel T l nh gi (%) nh gi t khch hng Rt tt khng cn thay i C im tt nhng vn cn thay i Rt nhiu im cn thay i Cng Ton quc H Ni 57.2 40.3 2.5 100 54.1 42.9 3.0 100 Nng 66.0 34.0 0.00 100 TP HCM 55.3 41.2 3.5 100

nh gi t ni b Rt tt, khng cn thay i C im tt nhng vn cn thay i Rt nhiu im cn thay i Cng Bo co th tp 2

T l (%) 17.4 69.6 13.0 100 Page 28

ti: H thng sn xut cht lng sn phm v cung ng dch v =>C s hi lng v cht lng phc v nhng cn phi c s thay i. (b) Giai on 2: Xy dng b tiu chun cht lng phc v khch hng ca Viettel v chuyn giao b tiu chun cho i ng giao dch vin Mc tiu ca giai on ny l xy dng c b tiu chun c th cho cc giao dch vin t cc kho st ca giai on 1, ng thi hun luyn h theo b tiu chun ny. Bng 3: Lp b tiu chun phc v cho cc GDV Viettel v trng s nh gi ca khch hng v ca ni b cng ty =>Mong mun v yu cu ca khch hng v c ca ni b cng ty v cc GDV ch yu nm 2 vn chnh l ng phc v thi c x vi khc hng khi lm vic. V ta c th thy c rng khc hng mi vng c nhng yu cu v i hi khc nhau, khc hng ti min Trung rt kh tnh trong vn trang phc, khc hng ti min Bc rt kh tnh trong thi , tc phong lm vic, nhng tri li th khch hng ti min Nam li rt d tnh. MEDIA ONE tin hnh: Xy dng b ti liu v 20 tiu chun phc v , b ti liu ny bao gm: sch v phim khoa gio Xy dng phn mm nh gi cht lng phc v ca cc GDV Viettel trn ton quc (c) Giai on 3: Kim tra, nh gi vic cht lng phc v khch hng theo tng qu (3 thng). C s bo mt thng tin cao v a im v thi gian tin hnh kim tra, gim st Mc tiu ca giai on ny l kim tra vic thc hin b tiu chun mi m cc GDV Viette c o to, nh gi v chm im tng GDV v vic thc hin b tiu chun ny. Sau khi o to xong cc tiu chun cho cc GDV, cng ty MEDIA ONE s tin hnh o to tip tc cc cng tc vin 2 giai on trn tin hnh vic kim tra, nh gi vic thc hin b tiu chun mi ca cc GDV Viettel. Vic kim tra s theo quy tc kim tra ngu nhin v b mt. Qu trnh kim tra s c tin hnh thng qua cc phiu chm im v cc on Video clip quay b mt cc GDV ang lm vic bng cc camera siu nh. c th tin hnh cng tc kim tra, cc cng tc vin s c ph bin v b tiu chun o to nghip v kim tra gim st bng cc phiu chm im v cc camera siu nh c th mc vo ti o. Vic kim tra v nh gi cc GDV s c tin hnh ln lt ti cc im trn ton quc (d) Giai on 4 Bo co kt qu Mc tiu ca giai on ny l thng k ton b im ca tng GDV Viettel m MEDIA ONE kho st trn ton quc, so snh cht lng ca cc GDV v ngoi ra c th sut cc kin ngh gip cho Viettel nng cao cht lng phc v ca cc GDV ca mnh.

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ti: H thng sn xut cht lng sn phm v cung ng dch v y l giai on cui cng tng kt v bo co ton b d n v bn giao kt qu ca d n cho Viettel. II) Kt qu ca d n:

Sau khi d n c thc hin, ta c th thy c hiu qu ca n thng qua biu thng k sau:

20.54%

24.91%

30.06%

36.15%

34.27% 41.53%

43.31%

40.82%

28.41% Qu 2/2009

Qu 4/2008

Qu 1/2009

KM

TRUNG BNH

TT

Vo qu 4/2008 khi cha thc hin d n ny th cht lng phc v ca cc GDV rt thp. Trong qu 1/2009 chng ta bt u tin hnh o to cc GDV theo b tiu chun mi th cht lng phc v c c ci thin nhng khng cao. Qu 2/2009 sau khi tin hnh xong 1 t kim tra v nh gi th cht lng cc GDV tng 1 cch ng k,t l cc GDV km cht lng c gim i ti 12.41% ng thi GDV cht lng trung bnh v tt tng ng k.Ta c th thy c tnh hiu qu cao m d n ny c th mang li cho Viettel. Tuy nhin cn phi y nhanh t l cc GDV cht lng tt cao hn so vi cc GDV cht lng trung bnh.

D) NHN XT,GP CA NHMI) U im : Gii quyt nhanh cc yu cu,thc mc ca khch hng. Kh nng lm vic ca nhn vin c nh gi cao,c s n lc ln trong cng vic. Mi trng lm vic nng ng,khng kh lm vic thoi mi,thc y tinh thn lm vic ca nhn vin. II) Khuyt im: Cc phong ban lin kt cha c cht ch. Cha c phng tip khch ring. B tr mt bng cha c hp l.

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ti: H thng sn xut cht lng sn phm v cung ng dch v III) Gp ca nhm: Cn c phng tip khch ring. S tch bit cc phng ban r rng. B tr mt bng hp l,phng rng hn.

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PHN 4: SO SNH 3 CNG TY NHM THC TPCNG TY YU T SO SNH Ln,3 nh my,2500 nhn,chuyn gia nc ngoi cng Nh,s lng nhn vin t,hon ton Ln,i ng nhn vin ch yu l ngi trong nc,ch trng ngi c kinh tr,nng ng,sng to. nghim Chuyn cung cp dch v v vin thng v cng ngh thng tin. YUJIN KREVES VNH CNG MEDIA ONE

Quy m Sn phm

S lng rt ln.Dng c trang thit b In n,ct decal... nh bp nh dao,mung,na. Ch Sn phm c th trong nc xut khu ra nc ngoi

Khch hng

L cc t chc.Khch hng a quc Khch hng tiu dng v t Khch hng ch yu l khch hng t gia,Chu u,c,M...C c s chc.Khch hng trong nc.Lng chc(cc cng ty v lnh vc truyn lng ln khch hng trung thnh. khch hng tng i n nh thng,cng ngh thng tin).C s bin ng ln

L mt trong nhng cng ty uy tn ln Do th trng bo ha v sn phm C rt nhiu i th cnh tranh.c bit i th cnh mnh nht th gii.V th cnh trnh cht lng,uy tn nn i th cnh 2 i th cnh tranh ln l VNPT v mnh. tranh khng ng lo ngi VIETEL tranh Nguyn vt liu Nguyn liu u vo ch yu nhp Nguyn vt liu trong nc.C nhiu Khng c u vo khu t Trung Quc,Nht Bn.. nh cung cp la chn

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ti: H thng sn xut cht lng sn phm v cung ng dch v Qui trnh sn Qui trnh sn xut phc tp,qua nhiu Theo mt trnh t nht nh v ty Khng c xut giai on thuc vo nhu cu ca khch hng m nhn vien c th linh ng Cht lng sn H thng kim sot gt gao vi s Qui trinh kim sot cht lng song Kho st khch hng phm lng nhn vin ln.Theo tiu chun song vi sn xut.Thng k, ly kin Cng ty dng cng c thng k, cng khch hng t hng trc tip khch hng kim sot cht c SERVQUAL, KANO. Cng ty dng cng c AQL, biu lng sn phm PARETO qun l cht lng. Cht lng dch Qa trnh giao hng c m bo an S phc v nhit tnh, vui v, ha v ton,tn ni.c bit c ch u i ng vi khch hng lm cho khch vi khch hng trung thnh. hng cm thy thoi mi.nh gi cht lng dch v bng phngphpRATER Cht lng dch v ang trong qu trnh ci thin. Thc hin cc d n nng cao cht lng dch v.c bit l s phc v ca cc giao dch vin.

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