QMS-Quality manual

Phin bn: 00 Ngy ban hnh 01/01/2013

STCL - 00 S tay cht lng

S TAY CHT LNGM TI LIU: STCL Ngi son tho Ng. Hong Phng Ngy sa i Ngi kim tra PHM VI: H thng Ngi ph duyt 1 Ngi ph duyt 2

Theo di sa i ti liu V tr sa Ni dung sa i

Ngi ph duyt

STT 1 2 3 4 5 6 7 8 9 10 11 12 13

Ti liu ny c ban hnh cho cc b phn Ni nhn Bn s Tng gim c 0100 Ph tng gim c 0200 Gim c nh my 0401 Ban ISO nh my 0415 Phng k ton nh my 0404 B phn HCNS nh my 0405 Phng k thut nh my 0406 Xng PPR nh my 0407 Xng PVC nh my 0408 Xng c kh nh my 0409 B phn QC 0410 B phn kho 0411 B phn phc v ti ch hon thin 0412

S lng bn sao 01 01 01 01 01 01 01 01 01 01 01 01 01Trang 0/7

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1. GII THIU 1.1.Cng ty TNHH Phc H Tn cng ty: Cng ty TNHH Phc H a ch: L 2-4-5 Khu cng nghip Nam Thng Long, T Lim, H Ni Nh my trc thuc: Cng ty TNHH Thit b in nc Phc H a ch nh my: x Tn Quang, huyn Vn Lm, Hng Yn Cng ty TNHH Phc H tham gia th trng di vai tr l nh sn xut ng thi l i l phn phi cc chng loi vt t thit b lin quan n cp thot nc. Sn phm ca Cng ty c xut x a dng, t cc nc chu u, ng Nam , Vit Nam cng nh cc mt hng cng ty t sn xut, bao gm ng v ph tng cc loi lm t thp m km, ng thau, nha, cc loi ng h nc, dng c thi cng nh my hn nhit, my ren ng thp, Sn phm t sn xut ca cng ty mang thng hiu DEKKO, sn xut trn dy truyn tin tin theo cng ngh ca Cng ha lin bang c bao gm: ng, ph tng v van PPR cc loi ng v ph tng HDPE cc loi ng v ph tng uPVC cc loi. 1.2.Mc ch ca ti liu ny Ti liu ny a ra cc chnh sch ca Cng ty, cc quy trnh v yu cu cho h thng qun l cht lng ca Cng ty. H thng qun l cht lng ny c xy dng, p dng v duy tr theo cc yu cu ca tiu chun ISO 9001:2008, vi cc nhn t c thit k ring ph hp vi doanh nghip. 1.3.Chnh sch cht lng Cng ty TNHH Phc H l mt trong cc Cng ty hng u trong vic cung cp cc sn phm, vt t phc v lnh vc cp thot nc. Tiu ch ca Cng ty l Cht lng Hiu qu - Uy tn, do , Cng ty TNHH Phc H cam kt cc hot ng ca Cng ty s ph hp vi h thng qun l cht lng v s lun lun c ci tin mt cch hiu qu t c cc yu cu ca khch hng. Cng ty TNHH Phc H tin tng rng s hi lng ca qu khch hng n t s hi lng v cht lng sn phm, dch v vn chuyn cng nh sau bn hng, cc t vn hu chNgy in: 20/06/2012 Trang 1/7



cng nh gi c sn phm. Do , cc yu t ny s c coi l nn tng o lng cng nh cung cp thng tin hu ch, cn thit cho vic ci tin cc quy trnh cht lng. Cng ty cam kt mi nhn vin ca Cng ty hiu rng h l ngi chu trch nhim trc tip cho cht lng v s hi lng ca khch hng. Mi nhn vin s hot ng theo h thng qun l cht lng hng ngy v coi nh l nhim v c giao. Chnh sch ny s c xem xt thng xuyn m bo tnh ph hp i vi h thng qun l cht lng ca Cng ty t to s hi lng ca khch hng trn c s lun lun tha mn cc nhu cu ca khch hng.

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1.4.Mc tiu cht lng Cc mc tiu cht lng c cam kt bi bi Ban gim c ca Cng ty TNHH Phc H, cc mc tiu ny bao gm: Tt c cc nhn vin c o to hiu v thc hin theo cc quy trnh, quy nh, cc yu cu v th tc c ban hnh trong phm vi trch nhim ca h. 95% cc n t hng c p ng kp thi gian hoc sm hn. Phn hi ca khch hng v sn phm khng ph hp nh hn 0,01% sn lng. Tt c cc nh cung ng u c xem xt cn thn, ph duyt theo quy nh T l ph phm pht sinh do yu t ch quan ca sn phm PPR thp hn 2% tng sn lng tnh theo Kg T l ph phm pht sinh do yu t ch quan ca sn phm HDPE thp hn 3,5% tng sn lng tnh theo Kg T l ph phm pht sinh do yu t ch quan ca sn phm uPVC thp hn 5% tng sn lng tnh theo Kg T l ph phm pht sinh do yu t ch quan ca sn phm ng thp hn 1% tng sn lng tnh theo Kg Hnh ng khc phc phng nga c a ra trong vng 5 ngy lm vic v c gii quyt trong vng 10 ngy lm vic, hoc lu hn nu c s thng nht ca tt c cc b phn lin quan do tnh cht phc tp ca cng vic.

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1.5.S t chcTNG GIM C Mr.Nguyn Vn Phc PH TNG GIM C Mr.Nguyn Mnh HGIM C NH MY Mr.Nguyn Hong Phng PH GIM C NM Mr.V Anh TCHUYN VIN HCNS NM Ms.V Th Cc K TON Ms.Phan Th Ti NHM K THUT Mr.V Vn Trng TRNG PHNG C IN Mr.Phm Vn Dng T TRNG QC Mr.V nh Tin TRNG PHNG KV-HT Mr.H S Ton QUN C CK Mr.Nguyn Anh c QUN C PVC Mr.Hong Vn Khnh QUN C PPR Mr.Phm Vn Vng T TRNG NG GI Ms.Lu Th Phng K THUT CK Mr.Phan Vn u TRNG CA A Mr. Nguyn Quang Ha TRNG CA A Mr. Trn Xun Kin TRNG CA B Mr. Nguyn Vn Bnh TRNG CA B Mr. Ng Vn Hng T VN CHUYN/TC Mr. Xun Binh PH PHNG C IN Mr.Phm Minh Trung CHUYN VIN HCNS Mr.Tuynh

GIM C KINH DOANH Ms.Phan Th H

GIM C TI CHNH Ms.m Thy ip

TRNG NHM TH TRNG

Tr.NHM BN HNG Ms.L Th Hng Nhin Tr.NHM KHO VN Mr.Chung NHM D N

K TON TRNG Ms.Thu

Tr.KHU VC

I XE

TH KHO

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1.6.Quy trnh to sn phm HOT NG BN HNGX l h s v ti liu cht lng Cc yu cu ca khch hng Xc nh nhu cu th trng (Hin ti & Tng lai) Thng tin Chin lc kinh doanh Nhn t ct li Danh sch khch hng Trch nhim ca Qun l a ra chin lc kinh doanh Xc nh cc nhn t ct li Thm d i th cnh tranh Pht trin quan h khch hng

Phn hi ca khch hng

Qun l ngun lc Ln k hoch bn hng t hng ha bn Pht trin knh thng tin Ln lch gp khch hng

Nhu cu o to duy tr quy trnh

o lng, phn tch & ci tin Thm d khch hng v xc nh mc hi lng. Ci tin bng cc hnh ng KPPN nu cn Hnh ng khc phc phng nga nh gi t liu khng ph hp

u vo Yu cu ca khch hng

Nhn din sn phm Thng tin lin h khch hng Trin khai t liu qung co Thm hi gp mt khch hng Pht trin quan h

Knh thng tin

u ra ca sn phm Lin h vi khch hng v pht trin quan h i tc

Thng tin

Khch hng khng hi lng, kt thc quy trnh

S hi lng ca khch hng Khch hng mun giao dch Khch hng khng hi lng

Phn hi ca khch hng

Khch hng quan tm ti sn phm ca Cng ty TNHH Phc H v a ra cc xut t hng (xem trang tip)

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X L XUT T HNG (Quoting)X l h s v ti liu cht lng Cc yu cu ca khch hng Cc yu cu ca khch v bo gi, thng tin t hng, Thng tin Chuyn vo h s bo gi km theo cc ch thch v khch hngTrch nhim ca Qun l Xem xt yu cu bo gi Xc nh tnh ph hp so vi chin lc kinh doanh ca yu cu v chuyn cho cc c nhn lin quan phn tch, cho kin

Phn hi ca khch hng

Qun l ngun lc Y/c ngun lc c th bao gm: nh gi cc im c bit Ln chng trnh mua u vo, sn xut, kim tra cht lng, lp rp, giao hng


o lng, phn tch & ci tin Thm d khch hng v xc nh mc hi lng. Ci tin bng cc hnh ng KPPN nu cn Hnh ng khc phc phng nga nh gi t liu khng ph hp


Nhn din sn phm Bo gi c th bao gm: Chi ph, Loi vt t, My SX, Cch gia cng, S lng, Thi gian ch i

Chuyn bo gi vo h s bo gi khch hng

u ra ca sn phm Lin h vi khch hng v pht trin quan h i tc

Thng tin

Khch hng khng hi lng, kt thc quy trnh

S hi lng ca khch hng Khch hng chp nhn bo gi Khch hng khng hi lng Khch hng yu cu sa i

Phn hi ca khch hng

Khch hng chp nhn bo gi v chuyn n t hng (xem trang tip)

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X L N T HNGX l h s v ti liu cht lngCc yu cu ca khch hng Khch hng chuyn n t hng km theo thng tin yu cu v H

Thng tin n hng ca khch Cc h s lin quan n n hngTrch nhim ca Qun l Xem xt n t hng, xc nh tnh ph hp gia bo gi ca Cng ty cho khch hng v n hng.

Phn hi ca khch hng

Qun l ngun lc Xem xt n t hng ca khch v s lng, gi c v cc yu cu c bit. QA xem xt cc hng mc yu cu cht lng (nu cn)


o lng, phn tch & ci tin Thng bo cho khch hng n hng t c yu cu ca h thng. Ci tin bng cc hnh ng KPPN nu cn


Nhn din sn phm n t hng c chp nhn nh thng tin b sung v yu cu ca khch hng

Hnh ng khc phc phng nga nh gi t liu khng ph hp Thng tin

n hng ca khch c chuyn vo h s

u ra ca sn phm n hng c chuyn vo h s hng mc cng vic cn tin hnh ca Cng ty

n hng b t chi,kt thc quy trnh

S hi lng ca khch hng Cng ty chp nhn n hng Cng ty t chi n hng Cng ty yu cu sa i H

Phn hi ca khch hng

Cng ty chp nhn n hng ca khch (xem trang tip)

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X L MUA U VOX l h s v ti liu cht lngCc yu cu ca khch hng n t hng ca khch c lp di dng hp ng cung ng

Thng tin n hng ca khch Cc h s lin quan n n hngTrch nhim ca Qun l Giao nhim v t mua vt t phc v cho n hng ca khch da trn n hng v cc yu cu ca khch

Phn hi ca khch hng

Qun l ngun lc Phn cng vic xc nh a im, mua v ln lch nhp t liu sn xut u vo cho cc sn phm ca khch hng


o lng, phn tch & ci tin So snh vi nhng ln trc. Ci tin bng cc hnh ng KPPN nu cn


Nhn din sn phm Cc t liu SX cn thit c t v c k hoch giao hng cho Cng ty vi s lng, gi, thi gian chnh xc theo tha thun


n hng cho nh cung ng: Yu cu, s lng, gi c v thi gain

u ra ca sn phm T liu SX s sn sng cho vic sn xut, kim tra, lp rp v giao hng theo yu cu

Nh cung ng khng t yu cu, dng quy trnh

S hi lng ca khch hng Cc b phn nhn c t liu sn xut mnh cn y , chnh xc v kp thi gian Nh cung ng v Cng ty thng nht l khng c vn g. a hot ng SX vo hng mc cng vic (xem trang tip)

Phn hi ca khch hng

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X L LP TRNH SN XUTX l h s v ti liu cht lngCc yu cu ca khch hng Phng php gia cng, cng ngh m bo SP tha mn Y/c KH

Thng tin Trnh t sn xut Cc lu c bitTrch nhim ca Qun l Qun l sn xut phn cng cng vic cho k thut v nhn vin mt cch ph hp

Phn hi ca khch hng

Qun l ngun lc Nhn vin k thut a ra trnh t gia cng da trn tiu chun, bn v, thng tin u vo ca khch hng m bo SX hiu qu


o lng, phn tch & ci tin So snh vi nhng ln trc. Ci tin bng cc hnh ng KPPN nu cn


Chng trnh gia cng c a ra sn xut sn phm ph hp vi y/c ca khch hng

Nhn din sn phm


Quy trnh vn hnh my Tiu chun SP Khun v dao c

u ra ca sn phm Chng trnh sn xut sn sng thc hin

Chng trnh khng t yu cu, dng quy trnh

S hi lng ca khch hng Chng trnh lm vic nh thit k hoc cn chnh sa do cc yu t khch quan.

Phn hi ca khch hng

Chng trnh c chuyn n b phn sn xut (xem tip mc sn xut)

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GIAI ON NHN HNGX l h s v ti liu cht lngCc yu cu ca khch hng Tt c cc nguyn vt liu u vo phi c theo di tin

Thng tin Chng t xut xng Chng ch cht lngTrch nhim ca Qun l a ra cc tiu ch ca vt t v kim sot vt t khi nhp kho

Phn hi ca khch hng

Qun l ngun lc a ra h thng kim sot ti liu, vt t trn ng v, kho bi nhn vt t


o lng, phn tch & ci tin So snh vt t thc nhn vi n t vt t v hao ht vt t. Ci tin bng cc hnh ng KPPN nu cn


H thng qun l h s Sn sng cho vic nhn vt t Trng thi ca cc vt t ang v Nhp kho v kim sot vt t. Ha n c thanh ton.

Nhn din sn phm


Vt t trong kho Chng ch cht lng Chng ch xut xng

u ra ca sn phm Vt t cn thit sn sng v c kim sot

Vt t khng m bo yu cu. Dng quy trnh

S hi lng ca khch hng Vt t lun sn sng. Yu cu phn hi nu vt t khng sn sng.

Phn hi ca khch hng

Vt t sn sng cho sn xut (xem trang tip)

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GIAI ON SN XUTX l h s v ti liu cht lngCc yu cu ca khch hng ng v s lng, thi gian giao hng, yu cu cht lng

Thng tin Cng c sn xut Vt t u vo H s ti liuTrch nhim ca Qun l Kt hp cng tc qun l vi lp k hoch, mua vt t v QA m bo sn phm c sn xut t yu cu n hng ca khch

Phn hi ca khch hng

Qun l ngun lc Qun l sn xut, k thut vin, QA s kt hp vi nhau m bo sn phm t yu cu khch hng


o lng, phn tch & ci tin Hot ng sn xut s c nh gi qua cc li sn xut. Ci tin bng cc hnh ng KPPN nu cn


Nhn vin sn xut s tin hnh sn xut theo trnh t c hoch nh khu lp trnh v theo yu cu ca khch hng.

Nhn din sn phm


Sn phm H s cht lng

u ra ca sn phm L cc sn phm khch hng yu cu

Sn phm khng t tiu chun, dng quy trnh

S hi lng ca khch hng Sn phm t tiu chun Sn phm khng t tiu chun

Phn hi ca khch hng

Sn phm v quy trnh sn xut hon thin (xem trang tip)

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GIAI ON KIM TRA CHT LNGX l h s v ti liu cht lngCc yu cu ca khch hng Cc sn phm cn c y chng nhn cht lng

Thng tin Dng c kim tra Dng c hiu chnh Quy trnh kim traTrch nhim ca Qun l m bo nng lc chng nhn tt c cc quy trnh v sn phm t c tiu chun ca khch hng

Phn hi ca khch hng

Qun l ngun lc Qun l QA t chc thc hin kim tra trong qu trnh sn xt cng nh trc khi nhp kho. Ghi nhn h s kim tra


o lng, phn tch & ci tin Xem xt d liu kim tra v pht hin phm vi ci tin. Ci tin bng cc hnh ng KPPN nu cn


B phn QA s lm cc th tc chng nhn cht lng v bo co kim tra ng thi phi hp vi cc BP lin quan x l sn phm khng ph hp.

Nhn din sn phm


H s cht lng Chng ch xut xng hng ha

u ra ca sn phm Sn phm hon thin s c cp chng ch ph hp vi yu cu ca khch hng

Sn phm khng t chng ch, dng quy trnh

S hi lng ca khch hng SP c cp chng ch ph hp yu cu. SP khng t chng ch

Phn hi ca khch hng

Sn phm t tiu chun v chun b xut xng (xem trang tip)

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GIAI ON GIAO HNGX l h s v ti liu cht lngCc yu cu ca khch hng Sn phm ca khch hng s dc xc nh v bo qun cho ti khi giao hng cho khch

Thng tin Bao b ng gi Chng t giao dchTrch nhim ca Qun l m bo nng lc qun l v bo qun hng ha ng thi giao hng cho khch ng tin

Phn hi ca khch hng

Qun l ngun lc Qun l QA s kt hp vi qun l sn xut, lp rp, kho m bo sn phm dc lu kho v x l ng k thut


o lng, phn tch & ci tin Xem xt cc d liu giao hng pht hin im khng ph hp. Ci tin bng cc hnh ng KPPN nu cn


Nhn vin giao hng s xc nhn, ng gi ph hp v giao hng cho khch km theo nhng chng t cn thit.

Nhn din sn phm


Sn phm cui Chng t giao hng

u ra ca sn phm Sn phm c dn mc, dng gi, km theo chng t v dc giao hng cho khch ng tin S hi lng ca khch hng Nhn c hng ng hp ng. Nhn c hng khng ng hp ng Lin lc khch hng v nh gi ton b cc quy trnh xc nh mc hi lng ca khch hng

Sn phm khng th giao hoc li khi nhn, dng quy trnh

Phn hi ca khch hng

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Phin bn: 00 Ngy ban hnh 01/01/2013 Quy trnh to sn phm - Cc quy trnh h tr


Cc quy trnh c s dng a ra cc nh ngha, p dng, gim st, duy tr v ci thin hiu qu ca h thng qun l cht lng h tr cho quy trnh nhn din sn phm.

QUY TRNH KIM SOT TI LIUX l h s v ti liu cht lngCc yu cu ca khch hng Ti liu s c kim sot v ni dung, truy cp d liu, tnh d hiu, phin bn, lu tr v xem xt

Thng tinBiu mu n t hng Bn in Ti liu cht lng,

Trch nhim ca Qun l m bo tt c ti liu c kim sot mi kha cnh cn thit c th cung cp thng tin chnh xc khi cn

Phn hi ca khch hng

Qun l ngun lc Qun l QA s duy tr h thng to, thu hi, ban hnh, lu tr, truy li v xem xt ti liu


o lng, phn tch & ci tin Xem xt quy trnh kim sot ti liu xc nh tnh hiu qu. Ci tin bng cc hnh ng KPPN nu cn

H thng cung cp cc ti liu c cp nhp y v d hiu

Nhn din sn phm

u vo Yu cu ca khch hng u ra ca sn phm Quy trnh kim sot ti liu duy tr cc ti liu c cp nht, d c v d tra cu

Hnh ng khc phc phng nga nh gi t liu khng ph hp

n mua hng, bn in, cc h s kim tra,

Thng tin

Ti liu khng ph hp c ban hnh, dng quy trnh

Tt c cc NV cn n ti liu tin hnh cng vic chnh xc u c tip cn vi ti liu mnh cn

S hi lng ca khch hng

Phn hi ca khch hng

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QUY TRNH KIM SOT H SX l h s v ti liu cht lngCc yu cu ca khch hng H s c kim sot truy cp d liu, tnh d hiu, phn phi, lu tr v xem xt

Thng tinBiu mu n t hng Bn in Ti liu cht lng,

Trch nhim ca Qun l m bo tt c h s c kim sot mi kha cnh cn thit cung cp li cc thng tin v phn phi chng khi cn

Phn hi ca khch hng

Qun l ngun lc Qun l QA s duy tr h thng phn phi, lu tr v truy li h s


o lng, phn tch & ci tin Xem xt quy trnh kim sot h s xc nh tnh hiu qu. Ci tin bng cc hnh ng KPPN nu cn


Nhn din sn phm H thng cung cp kh nng truy cp h s d dng. H s c lu gi v d dng phn phi theo yu cu


n mua hng, bn in, cc h s kim tra,

Tt c cc h s u c th c truy cp v tra cu d dng

u ra ca sn phm

Thng tin

H s khng th tra cu hoc kh c, dng quy trnh

Tt c cc NV cn n h s tin hnh cng vic chnh xc u c tip cn vi h s mnh cn


Phn hi ca khch hng

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QUY TRNH NH GI NI BX l h s v ti liu cht lngCc yu cu ca khch hng Cng ty a ra v duy tr mt h thng qun l cht lng v xem xt n thng xuyn

Thng tin Bo co nh gi Hnh ng khc phcTrch nhim ca Qun l Lnh o Cng ty cam kt xy dng, p dng v duy tr h thng qun l cht lng ph hp vi ISO 9001:2008

Phn hi ca khch hng

Qun l ngun lc Cng ty a ra v tr qun l cht lng c trch nhim p dng v duy tr h thng qun l cht lng


o lng, phn tch & ci tin Tin hnh nh gi thng xuyn xem xt ng dng ca h thng qun l cht lng v kt qu. Ci thin quy trnh qun l h s v p dng hnh ng KPPN nu cn


Cng ty vit thnh vn bn nhng quy trnh quan trng xc nh cc hot ng ca Cng ty. Cc quy trnh c iu chnh khi thch hp

Nhn din sn phm


Bo co nh gi Hnh ng khc phc

H thng qun l cht lng ph hp vi ISO 9001: 2008

u ra ca sn phm

Thng tin

Cc quy trnh QMS c pht hin l khng ph hp, dng quy trnh

Khch hng ca Cng ty c m bo rng h thng qun l cht lng c p dng v duy tr hiu qu


Phn hi ca khch hng

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QUY TRNH GII QUYT SN PHM KHNG PH HPX l h s v ti liu cht lngCc yu cu ca khch hng Cng ty a ra v duy tr mt quy trnh gii quyt cc vn khng ph hp ca sn phm

Thng tinBo co nguyn liu khng ph hp Bo co hnh ng khc phc Nguyn liu tr v Giy php

Trch nhim ca Qun l Lnh o Cng ty phi m bo quy trnh c p dng hn ch sn phm khng ph hp n tay khch hng tr khi c tha thun trc bng vn bn

Phn hi ca khch hng

Qun l ngun lc QA chu trch nhim cho vic p dng v duy tr quy trnh x l sn phm khng ph hp


o lng, phn tch & ci tin Xem xt HSCL bit xu hng. Ci thin QT x l SP khng ph hp bng cc hnh ng KPPN nu cn. Suy ngh v cc kh nng xy ra s khng ph hp t trc


Xc nh sn phm khng ph hp, c lp, gii thch cho khch hng, khc phc s c, ch ra nguyn nhn v lm bo co cht lng.

Nhn din sn phm


Bo co nguyn liu khng ph hp Bo co hnh ng khc phc Nguyn liu tr v Giy php

Sn phm khng ph hp c khc phc. Ch nhng sn phm chp nhn c mi chuyn ti khch hng

u ra ca sn phm

Thng tin

Sn phm khng ph hp b chuyn cho khch, dng quy trnh

Khch hng nhn c sn phm tha mn tt c cc yu cu


Phn hi ca khch hng

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HNH NG KHC PHCX l h s v ti liu cht lngCc yu cu ca khch hng Cng ty cn nghin cu, xc nh nguyn nhn v p dng hnh ng khc phc vi tt c s khng ph

hp mt cch thch hp

Thng tin

Biu mu hnh ng khc phc

Trch nhim ca Qun l Lnh o Cng ty phi m bo quy trnh hnh ng khc phc c p dng xc nh nhng s khng ph hp t bt k hot ng no

Phn hi ca khch hng

Qun l ngun lc QA s p dng quy trnh hnh ng khc phc nghin cu s khng ph hp, a ra gii php hiu qu v ghi nhn bng h s u ra cui cng ca quy trnh


o lng, phn tch & ci tin Xem xt hnh ng khc phc nh gi kt qu. p dng cc iu chnh thch hp ci tin quy trnh hnh ng khc phc


Quy trnh hnh ng khc phc bao gm: D liu t khch hng, gi liu ni b, o lng, phn tch v lp h s kt qu

Nhn din sn phm


Bo co hnh ng khc phc

Kt qu ca hnh ng khc phc l mt bo co ghi nhn s khng ph hp, nguyn nhn v gii php

u ra ca sn phm

Thng tin

S khng ph hp tip din, dng quy trnh

Khch hng chp nhn gii php v s khng ph hp c khp li hoc s khng ph hp tip din


Phn hi ca khch hng

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HNH NG PHNG NGAX l h s v ti liu cht lngCc yu cu ca khch hng Cng ty cam kt s tin hnh cc hot ng ci tin mt cch ch ng phng nga cc s c c th xy ra

hp mt cch thch hp

Thng tin

Biu mu hnh ng phng nga

Trch nhim ca Qun l Lnh o Cng ty phi m bo quy trnh hnh ng phng nga c p dng to iu kin cho nhng hnh ng phng nga c thc hin

Phn hi ca khch hng

Qun l ngun lc QA s to iu kin v ghi nhn bng vn bn cc hot ng thc hin hnh ng phng nga


o lng, phn tch & ci tin Xem xt d liu t hnh ng phng nga nh gi kt qu. p dng cc iu chnh thch hp ci tin quy trnh hnh ng phng nga. Xem xt ca lnh o.


Xc nh cc nguy c, nghin cu gii php kh thi, quyt nh cc hnh ng v a ra k hoch hnh ng phng nga

Nhn din sn phm


Bo co hnh ng phng nga

K hoch hnh ng phng nga

u ra ca sn phm

Thng tin

S c xy ra/ti din, dng quy trnh

Khch hng khng pht hin c s c no t Cng ty. Cc s c c vn cn tn ti hoc s c mi pht hin cha c x l


Phn hi ca khch hng

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QUY TRNH PHN TCH & O LNGX l h s v ti liu cht lngPhn hi ca khch hng D liu o lng nh gi ca lnh oCc yu cu ca khch hng u ra t cc hot ng ca QMS phi c o lng phn tch xc nh kt qu c nh mong mun

khng

Thng tin

Trch nhim ca Qun l Cng ty s m bo hot ng phn tch & o lng c xc nh v p dng xc nh kt qu ca cc hot ng QMS

Phn hi ca khch hng

Qun l ngun lc QA s chu trch nhim pht trin cc cng c o lng v phn tch xc nh xem cc quy trnh c hot ng nh mong mun khng


o lng, phn tch & ci tin D liu c xem xt thng xuyn v so snh vi mc tiu. p dng cc iu chnh thch hp ci tin cc quy trnh. Xem xt ca lnh o o.


S o lng & phn tch: Phn hi ca khch hng, cc thng tin a chiu v cc s liu thng k

Nhn din sn phm


Phn hi ca khch hng D liu o lng nh gi ca lnh o

Kt qu ca quy trnh l nhng d liu h tr cc kt lun lin quan n hiu qu ca cc quy trnh QMS

u ra ca sn phm

Thng tin

Khch hng vn gp cc vn , dng quy trnh

Cc thay i ci thin cc quy trnh QMS c a ra da trn cc d liu ph hp. Khch hng vn gp cc vn


Phn hi ca khch hng

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2. TI LIU LIN QUAN 2.1. Ti liu ISO ISO 9001:2008 Quality management system Requirements 2.2. Cng ty TNHH Phc H Cc ti liu chnh QT-HT-001 Quy trnh kim sot ti liu QT-HT-002 Quy trnh kim sot h s QT-HT-003 nh gi cht lng ni b QT-HT-004 Hp xem xt ca lnh o QT-HT-005 Hnh ng khc phc phng nga QT-HT-006 Kim sot sn phm khng ph hp QT-HT-007 To sn phm QT-HT-008 Cung cp sn phm QT-HT-009 Qun tr hnh trng STCL-01 Thut ng ISO 9001:2008 Cng ty TNHH Phc H STCL-02 M t cng vic 2.3. Cc ti liu khc ANSI/NCSL Z540 1- 1994 Calibration Laboratories and Measuring and Test Equipment General Requirements ASME Y14.5 Dimensioning and Tolerancing 3. THUT NG & M T CNG VIC THUT NG: Xem ti liu STCL 01 Thut ng ISO 9001:2008 Cng ty TNHH Phc H M T CNG VIC: Xem ti liu STCL 02 Bn m t cng vic

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4. H THNG QUN L CHT LNG 4.1. Cc yu cu chung Theo yu cu ca tiu chun quc t ISO 9001:2008, Cng ty TNHH Phc H xy dng, lp vn bn, thc hin v duy tr h thng qun l cht lng v ci tin lin tc hiu lc ca h thng theo cc yu cu ca tiu chun ny v lin tc ci tin hiu qu ca h thng. Cng ty : Xc nh cc qu trnh cn thit trong h thng qun l cht lng v p dng chng trong ton b t chc Xc nh trnh t v mi tng tc ca cc qu trnh ny Xc nh cc chuyn mc v phng php cn thit m bo vn hnh v kim sot cc qu trnh ny c hiu lc m bo sn c cc ngun lc v thng tin cn thit h tr vic vn hnh v theo di cc qu trnh ny Theo di, o lng v phn tch cc qu trnh ny Thc hin cc hnh ng cn thit t c kt qu d nh v ci tin lin tc cc qu trnh ny. Khi Cng ty TNHH Phc H chn cc ngun bn ngoi cho bt k qu trnh no nh hng n s ph hp ca sn phm vi cc yu cu, Cng ty s a ra cc quy trnh m bo kim sot c cc qu trnh . S kim sot cc qu trnh bn ngoi ny s c xc nh trong h thng qun l cht lng. 4.2. Yu cu v h thng ti liu 4.2.1. Khi qut Cc ti liu ca h thng qun l cht lng ca Cng ty TNHH Phc H bao gm: a) Cc vn bn cng b v chnh sch cht lng v mc tiu cht lng b) S tay cht lng c) Cc th tc dng vn bn v h s c yu cu bi tiu chun quc t ISO 9001:2008 d) Cc ti liu v h s c Cng ty xc nh l cn thit m bo hoch nh, vn hnh v kim sot c hiu lc cc qu trnh ca t chc e) Cc h s cht lng c yu cu bi tiu chun quc t ISO 9001:2008

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f) Bt c cc yu cu thm no ca h thng qun l cht lng c yu cu bi khch hng v/hoc yu cu c p dng ca ban lnh o khi c nhu cu pht sinh. 4.2.2. S tay cht lng Cng ty TNHH Phc H thit lp v duy tr s tay cht lng trong bao gm: a) Phm vi ca h thng qun l cht lng, bao gm c cc ni dung chi tit v l gii v bt c ngoi l no (xem mc 1.2 ca tiu chun ISO 9001:2008) b) Cc th tc dng vn bn c thit lp cho h thng qun l cht lng hoc vin dn n chng. c) M t s tng tc gia cc qu trnh trong h thng qun l cht lng 4.2.3. Kim sot ti liu Cc ti liu ca Cng ty TNHH Phc H theo yu cu ca h thng qun l cht lng u c kim sot. Cng ty TNHH Phc H nhn thc c h s cht lng l mt loi ti liu c bit v phi c kim sot theo cc yu cu nu trong 4.2.4. Th tc vn bn, QT-HT-001 Kim sot ti liu xc nh cc nhu cu cn kim sot: a) Ph duyt ti liu v s tha ng trc khi ban hnh b) Xem xt, cp nhp khi cn v ph duyt li ti liu c) m bo nhn bit c cc thay i v tnh trng sa i hin hnh ca ti liu d) m bo cc phin bn ca cc ti liu thch hp sn c ni s dng e) m bo ti liu lun r rng v d nhn bit f) m bo cc ti liu c ngun gc bn ngoi m t chc xc nh l cn thit cho vic hoch nh v vn hnh h thng qun l cht lng c nhn bit v phn phi chng c kim sot g) Ngn nga vic v tnh s dng cc ti liu li thi v p dng cc du hiu nhn bit thch hp nu chng c gi li v bt k mc ch no h) Phi hp vi khch hng v/hoc ngi c y quyn trong vic sa i ti liu theo hp ng hoc cc yu cu ca quy inh Cng ty. 4.2.4. Kim sot h s Cng ty ban hnh v kim sot cc h s cht lc nhm mc ch cung cp bng chng v s ph hp vi cc yu cu v vic vn hnh c hiu lc ca h thng qun l cht lng. Th tc bng vn bn, QT-HT-002 Kim sot h s, xc nh cch thc kim sot cn thit H s cht lng s: R rngNgy in: 20/06/2012 Trang 18/7



D nhn bit v s dng C s kim sot cn thit trong vic nhn bit, bo qun, bo v, s dng, thi gian lu tr v hy b h s. QT-HT-002 Kim sot h s cng xc nh phng php kim sot h s to v/hoc lu bi nh cung ng. Tt c cc h s c php lun sn sng cho vic xem xt ca khch hng v ngi c y quyn theo hp ng hoc yu cu trong quy nh. 4.3. Qun tr hnh trng Th tc c vn bn ha, QT-HT-009, Qun tr hnh trng s a ra, vn bn ha v duy tr qu trnh qun tr cu hnh mt cch ph hp theo sn phm

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5. TRCH NHIM CA LNH O 5.1. Cam kt ca lnh o Lnh o cao nht ca Cng ty TNHH Phc H phi cung cp bng chng v s cam kt ca mnh i vi vic xy dng v thc hin h thng qun l cht lng v ci tin lin tc hiu lc ca h thng bng cch: a) Truyn t cho t chc v tm quan trng ca vic p ng cc yu cu ca khch hng cng nh cc yu cu ca lut nh v ch nh. b) Thit lp chnh sch cht lng c) m bo vic thit lp cc mc tiu cht lng d) Tin hnh vic xem xt ca lnh o e) m bo sn c cc ngun lc 5.2. Hng vo khch hng Lnh o cao nht ca Cng ty TNHH Phc H phi m bo rng cc nhu cu v k vng ca khch hng phi c: a) Xc nh b) Chuyn thnh cc yu cu c) p ng vi mc ch t c s hi lng ca khch hng. 5.3. Chnh sch cht lng Lnh o cao nht ca Cng ty TNHH Phc H phi m bo rng chnh sch cht lng: a) Ph hp vi t chc b) Bao gm vic cam kt p ng cc yu cu v ci tin lin tc hiu lc ca h thng qun l cht lng c) Cung cp c s cho vic thit lp v xem xt cc mc tiu cht lng d) c truyn t v thu hiu trong t chc e) c xem xt lun thch hp. 5.4. Hoch nh 5.4.1. Mc tiu cht lng Lnh o cao nht ca Cng ty TNHH Phc H phi m bo rng cc mc tiu cht lng (Xem mc 1.4 v 7.1) a) c ban hnhNgy in: 20/06/2012 Trang 20/7



b) c thit lp cc cp v b phn chc nng lin quan trong t chc c) o lng c d) Nht qun vi chnh sch cht lng e) y p ng c yu cu ca tt c sn phm 5.4.2. Hoch nh h thng qun l cht lng Lnh o cao nht ca Cng ty TNHH Phc H phi m bo: a) Tin hnh hoch nh h thng qun l cht lng p ng cc yu cu nu trong 4.1 cng nh cc mc tiu cht lng trong mc 1.4 b) Tnh nht qun ca h thng qun l cht lng c duy tr khi cc thay i i vi h thng qun l cht lng c hoch nh v thc hin 5.5. Trch nhim, quyn hn v trao i thng tin 5.5.1. Trch nhim v quyn hn Lnh o cao nht ca Cng ty TNHH Phc H phi m bo rng cc chc nng v mi quan h tng tc bao gm trch nhim v quyn hn ca mi c th trong t chc c: a) Xc nh b) c thng bo trong ton t chc iu ny t c thng qua vic s dng: a) M t cng vic b) nh gi hiu qu hot ng c) S t chc 5.5.2. i din ca lnh o, qun l QA Lnh o cao nht ca Cng ty TNHH Phc H phi ch nh mt thnh vin trong ban lnh o ca t chc, ngi m ngoi cc trch nhim khc, phi c trch nhim v quyn hn : a) m bo cc qu trnh cn thit ca h thng qun l c thit lp, thc hin v duy tr b) Bo co cho lnh o cao nht v kt qu hot ng ca h thng qun l cht lng v v mi nhu cu ci tin c) m bo thc y ton b t chc nhn thc c cc yu cu ca khch hng. d) ng vai tr cu ni vi cc t chc bn ngoi v cc vn lin quan n h thng qun l cht lngNgy in: 20/06/2012 Trang 21/7



e) T do trong cc quy nh ca t chc gii quyt cc vn lin quan n cht lng. 5.5.3. Trao i thng tin ni b Lnh o cao nht ca Cng ty TNHH Phc H phi m bo thit lp cc qu trnh trao i thng tin thch hp trong t chc gia cc cp bc v chc nng khc nhau v c s trong i thng tin v hiu lc ca h thng qun l cht lng. 5.6. Xem xt ca lnh o 5.6.1. Khi qut Lnh o cao nht ca Cng ty TNHH Phc H phi nh k xem xt h thng qun l cht lng t nht mt ln mt nm : a) N lun thch hp b) Tha ng c) C hiu lc d) Tip cn cc c hi ci tin e) nh gi nhu cu thay i, bao gm chnh sch cht lng v mc tiu cht lng. 5.6.2. u vo ca vic xem xt u vo ca vic xem xt ca lnh o phi bao gm: a) Kt qu ca cc cuc nh gi. b) Phn hi ca khch hng c) Vic thc hin cc qu trnh v s ph hp ca sn phm d) Tnh trng ca cc hnh ng khc phc v phng nga e) Cc hnh ng tip theo t cc cuc xem xt ca lnh o ln trc f) Nhng thay i c th nh hng n h thng qun l cht lng g) Cc khuyn ngh v ci tin. 5.6.3. u ra ca vic xem xt Cc thng tin u ra ca cuc xem xt lnh o phi bao gm mi quyt nh v hnh ng lin quan n: a) Vic ci tin hiu lc ca h thng qun l cht lng v ci tin cc qu trnh ca h thng b) Vic ci tin sn phm lin quan n cc yu cu ca khch hng c) Nhu cu v ngun lc.Ngy in: 20/06/2012 Trang 22/7



6. QUN L NGUN LC 6.1. Cung cp ngun lc Cng ty TNHH Phc H s xc nh v cung cp cc ngun lc cn thit : a) Thc hin v duy tr h thng qun l cht lng, ci tin lin tc hiu lc ca h thng qun l cht lng b) Nng cao s tha mn khch hng bng cch p ng cc yu cu ca khch hng. 6.2. Ngun nhn lc 6.2.1. Khi qut Nhng ngi thuc Cng ty TNHH Phc H thc hin cc cng vic nh hng cht lng sn phm phi c nng lc x l cng vic da trn c s c gio dc, o to, c k nng v kinh nghim thch hp. 6.2.2. Nng lc, o to v nhn thc Cng ty phi a) Xc nh nng lc cn thit ca nhng ngi thc hin cc cng vic nh hng ti cht lng sn phm b) Tin hnh o to hay nhng hnh ng khc t c nng lc cn thit khi cn c) nh gi hiu lc ca cc hnh ng c thc hin d) m bo rng nhn s ca t chc nhn thc c mi lin quan v tm quan trng ca cc hot ng ca h v h ng gp nh th no i vi vic t c mc tiu cht lng e) Duy tr h s thch hp v gio dc, o to, k nng v kinh nghim 6.3. C s h tng Cng ty TNHH Phc H phi xc nh, cung cp v duy tr c s h tng cn thit t c s ph hp vi cc yu cu ca sn phm. C s h tng ca Cng ty bao gm: a) Nh ca, khng gian lm vic v cc phng tin km theo b) Trang thit b qu trnh (c phn cng v phn mm) c) Dch v h tr (nh vn chuyn hoc trao i thng tin hay h thng thng tin) 6.4. Mi trng lm vic Cng ty TNHH Phc H phi xc nh v qun l mi trng lm vic cn thit t c s ph hp i vi cc yu cu ca sn phm bao gm, nhng khng gii hn trong:Ngy in: 20/06/2012 Trang 23/7



a) b) c) d) e)

Nhit m nh sng Mc sch s Bo v khi hin tng phng in, tnh in theo yu cu

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7. TO SN PHM 7.1. Hoch nh vic to sn phm Cng ty TNHH Phc H phi lp k hoch v trin khai cc qu trnh cn thit i vi vic to sn phm. Hoch nh vic to sn phm phi nht qun vi cc yu cu ca cc qu trnh khc ca h thng qun l cht lng (xem mc 4.1) Trong qu trnh hoch nh vic to sn phm, khi thch hp, Cng ty phi xc nh nhng iu sau y: a) Cc mc tiu cht lng v yu cu i vi sn phm b) Nhu cu thit lp cc qu trnh v ti liu cng nh vic cung cp cc ngun lc c th i vi sn phm c) Cc hot ng kim tra xc nhn, xc nhn gi tr s dng, cc hot ng theo di, o lng, kim tra v th nghim c th cn thit i vi sn phm v cc tiu ch chp nhn sn phm . d) Cc h s cn thit cung cp bng chng rng cc qu trnh thc hin v sn phm to thnh p ng cc yu cu (xem mc 4.2.4) e) Xc nh cc ngun lc h tr hot ng v duy tri sn phm u ra ca vic hoch nh phi c th hin ph hp vi phng php tc nghip ca Cng ty. Ti liu quy nh cc qu trnh ca h thng qun l cht lng (bao gm c cc qu trnh to sn phm) v cc ngun lc c s dng i vi mt sn phm, d n hay hp ng c th c th c coi nh mt k hoch cht lng. 7.2. Cc qu trnh lin quan n khch hng 7.2.1. Xc nh cc yu cu lin quan n sn phm Cng ty TNHH Phc H phi xc nh: a) Yu cu do khch hng a ra, gm c yu cu v cc hot ng giao hng v sau giao hng b) Yu cu khng c khch hng cng b nhng cn thit cho vic s dng c quy nh hoc vic s dng c d kin, khi bit. c) Yu cu lut nh v ch nh p dng cho sn phm d) Mi yu cu b sung c t chc cho l cn thit khi lin quan n sn phm cho khch hng.Ngy in: 20/06/2012 Trang 25/7



7.2.2. Xem xt cc yu cu lin quan n sn phm Cng ty TNHH Phc H phi xem xt cc yu cu lin quan n sn phm. Vic xem xt ny phi c tin hnh trc khi t chc cam kt cung cp sn phm cho khch hng (v d nh np n d thu, chp nhn hp ng hay n t hng, chp nhn s thay i trong hp ng hay n t hng) v phi m bo rng: a) Yu cu v sn phm c nh r b) Cc yu cu trong hp ng hoc n t hng khc vi nhng g nu trc phi c gii quyt c) Cng ty TNHH Phc H c kh nng p ng cc yu cu nh d) Cc ri ro (v d, cng ngh mi, hn giao hng ngn ngy) c nh gi, xem xt Phi duy tr h s cc kt qu ca vic xem xt v cc hnh ng pht sinh t vic xem xt (xem mc 4.2.4) Khi khch hng a ra cc yu cu khng bng vn bn, cc yu cu ca khch hng phi c Cng ty khng nh trc khi chp nhn Khi yu cu v sn phm thay i, Cng ty phi m bo rng cc ti liu lin quan c sa i v cc c nhn lin quan nhn thc c cc yu cu thay i . 7.2.3. Trao i thng tin vi khch hng Cng ty TNHH Phc H phi xc nh v sp xp c hiu qu vic trao i thng tin vi khch hng c lin quan ti: a) Thng tin v sn phm b) X l cc yu cu, hp ng hoc n t hng, k c cc sa i c) Phn hi ca khch hng bao gm c cc khiu ni 7.3. Thit k v pht trin 7.3.1. Hoch nh thit k v pht trin Cng ty TNHH Phc H phi tin hnh lp k hoch v kim sot vic thit k v pht trin sn phm. (xem QT-KT-001 Quy trnh thit k ch to) Trong qu trnh hoch nh thit k v pht trin, cng ty phi xc nh a) Cc giai on ca thit k v cc bc pht trin b) Vic xem xt, kim tra xc nhn v xc nhn gi tr s dng thch hp cho mi giai on thit k v pht trinNgy in: 20/06/2012 Trang 26/7



c) Trch nhim v quyn hn i vi cc hot ng thit k v pht trin. Cng ty phi qun l s tng giao gia cc nhm khc nhau tham d vo vic thit k v pht trin nhm m bo s trao i thng tin c hiu qu v phn cng trch nhim r rng. Kt qu hoch nh phi c cp nht mt cch thch hp trong qu trnh thit k v pht trin. 7.3.2. u vo ca thit k v pht trin Cng ty xc nh cc yu cu u vo cn thit cho vic thit k, cc yu cu ny s c xem xt v tnh thch ng m bo phi y , r rng v khng mu thun vi nhau. Cc h s lin quan phi c lu tr a) b) c) d) Cc yu cu v chc nng v cng dng ca sn phm Cc thng tin v ch nh v lut php lin quan Xem xt cc thng tin c th p dng c t cc ln thit k trc V cc yu cu khc ct yu cho vic thit k v pht trin

7.3.3. u ra ca thit k v pht trin Cng ty xc nh cch thc c th kim tra xc nhn kt qu ca u ra ca thit k so vi u vo thit k, v ch khi c cp c thm quyn ph duyt th mi cho ban hnh p dng. C th cc yu cu u ra phi: a) b) c) d) p ng cc yu cu u vo ca thit k v pht trin Phi cung cp cc thng tin thch hp cho vic mua hng, sn xut v cung cp dch v Bao gm hoc tham chiu n cc tiu chun ca sn phm Ch r cc c tnh ca sn phm cn cho vic s dng mt cch an ton

7.3.4. Xem xt thit k v pht trin Cng ty xem xt n mc phc tp hay n gin ca vic thit k v pht trin qua xc nh ra cc giai on xem xt, mc xem xt v thi gian xem xt thch hp. Vic tham gia xem xt c cc i din ca cc b phn khc nhau, v cc h s lin quan ti vic xem xt ny u c lu gi

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a) b)

nh gi c mc m cc kt qu thit k v pht trin p ng c cc yu cu u vo Xc nh cc vn v a ra cc hnh ng cn thit

7.3.5. Kim tra xc nhn thit k v pht trin Cng ty xc nh vic kim tra xc nhn thit k v pht trin l xem xt cc kt qu trong giai on cui ca qu trnh thit k c p ng c cc yu cu u vo hay khng. Vic kim tra xc nhn ny ph thuc vo tnh cht ca d n thit k, nu khi kim tra nhn thy thng tin u ra khng khp hoc khng p ng yu cu thng tin u vo th Cng ty s c cc quyt nh x l thch hp 7.3.6. Xc nhn gi tr s dng ca thit k v pht trin Cng ty thc hin vic xc nhn gi tr s dng nhm kim tra xem sn phm hay dch v hon tt c p ng yu cu hay nhu cu ca khch hng hay khng. Trong qu trnh ny nu nhn thy l khng p ng th Cng ty s c cc quyt nh x l thch hp 7.3.7. Kim sot thay i thit k v pht trin Cng ty m bo vic nhn bit v kim sot cc thay i t c cc cn nhc phm vi thay i. Cng ty cng thc hin theo di nh hng ca nhng thay i vi bt k sn phm hay dch v no c bn ra cng nh cc thnh phn cu thnh ca sn phm hay dch v. i vi cc khun mu Cng ty khng t thit k m nhp t bn ngoi, cc khun mu ny s c kim sot theo quy trnh mua hng. 7.4. Mua hng 7.4.1. Qu trnh mua hng Cng ty TNHH Phc H s m bo sn phm mua vo ph hp vi cc yu cu mua sn phm quy nh. Cch thc v mc kim sot p dng cho ngi cung ng v sn phm mua vo ph thuc vo s tc ng ca sn phm mua vo i vi vic to ra sn phm tip theo hay thnh phm Cng ty TNHH Phc H s chu trch nhim cho cht lng ca tt c sn phm mua vo t nh cung ng, bao gm nhng ngun m khch hng ch nh. Cng ty phi nh gi v la chn ngi cung ng da trn kh nng cung cp sn phm ph hp vi cc yu cu ca t chc. Phi xc nh cc tiu ch la chn, nh gi v nh gi li. Phi duy tr h s cc kt qu ca vic nh gi v mi hnh ng cn thit ny sinh t vic nh gi (xem mc 4.2.4). Tham kho QT-SX-002 Quy trnh kim sot mua vt t u vo. Cng ty s:Ngy in: 20/06/2012 Trang 28/7



a) Duy tr bn ng k ca nhng nh cung ng c ph duyt bao gm phm vi ph duyt b) nh gi nh k nng lc ca nh cung ng; h s ca cc nh gi ny s c s dng lm cn c a ra v p dng mc kim sot cn thit c) Xc nh cc hnh ng cn thit khi lm vic vi nhng nh cung ng khng p ng c yu cu. d) m bo khi cn, c Cng ty v tt c nh cung ng s dng cc ngun lc v phng thc c ch nh bi khch hng. e) m bo chc nng chu trch nhim cho vic ph duyt nh cung ng c quyn khng ph duyt vic s dng ngun cung. 7.4.2. Thng tin mua hng Thng tin mua hng phi miu t sn phm c mua, nu cn c th bao gm: a) Yu cu v ph duyt sn phm, cc th tc, qu trnh v thit b b) Yu cu v trnh con ngi c) Yu cu v h thng qun l cht lng d) Tn hoc cc bin php nh danh ch ng khc, v cc vn bn hp l v ni dung chi tit, bn v, yu cu qu trnh, hng dn kim tra v cc thng tin k thut lin quan khc. e) Yu cu v thit k, th nghim, th nghim, kim tra v hng dn lin quan cho vic nghim thu ca Cng ty TNHH Phc H. f) Yu cu v mu vt th nghim (v d nh phng php sn xut, m s, iu kin lu gi) khim thu thit k, kim tra cc phn tch hoc nh gi. g) Cc yu cu lin quan ti cnh bo ca nh cung ng cho Cng ty v cc sn phm khng ph hp. h) Cc yu cu lin quan n s sp t cho Cng ty ph duyt cc vt t khng ph hp ca nh cung ng. i) Yu cu nh cung ng thng bo cho Cng ty v cc thay i trong sn phm v/hoc nh ngha qu trnh v, khi cn, phi c s ph duyt ca Cng ty. j) Quyn tip cn bi Cng ty TNHH Phc H, khch hng ca cng ty v ngi c y quyn ti tt c cc c s lin quan trong n t hng v cc h s thch hp. k) Yu cu i vi nh cung ng khi giao dch vi nhng nh cung ng pha trc trong chui v cc yu cu trong h s mua hng, bao gm cc im ct li khi cn.Ngy in: 20/06/2012 Trang 29/7



Cng ty phi m bo s tha ng ca cc yu cu mua hng quy nh trc khi thng bo cho ngi cung ng. 7.4.3. Kim tra xc nhn sn phm mua vo Cng ty TNHH Phc H phi lp v thc hin cc hot ng kim tra hoc cc hot ng khc cn thit m bo rng sn phm mua vo p ng cc yu cu mua hng quy nh. Khi Cng ty hoc Khch hng c nh thc hin cc hot ng kim tra xc nhn ti c s ca nh cung ng, t chc phi cng b vic sp xp kim tra xc nhn d kin v phng php thng qua sn phm trong thng tin mua hng. Cc hot ng kim tra c th bao gm: a) Thu nhn cc bng chng c th v cht lng ca sn phm t nh cung ng (v d nh h s i km, chng nhn hp chun, bo co th nghim, bo co thng k, kim sot qu trnh) b) Kim tra v nh gi ti c s ca nh cung ng c) Xem xt cc h s yu cu d) Kim tra sn phm khi nhn e) y quyn cho n v trung gian tin hnh kim tra nh gi. Cc sn phm mua vo khng c quyn s dng hoc x l cho ti khi n c xc nhn l ph hp vi cc yu cu. Khi Cng ty TNHH Phc H s dng cc bo co th nghim nghim thu sn phm mua vo, d liu trn cc bo co ny phi c xem xt ring cho tng yu cu. Cng ty phi thng xuyn thng qua cc bo co th nghim cho nguyn liu gc. Khi Cng ty y quyn cc hot ng kim tra u vo cho nh cung ng, cc yu cu ca s y quyn ny phi c nh ngha y v phi lu gi h s bng vn bn v s y quyn ny. Khi Cng ty hoc khch hng ca Cng ty c d nh tit hnh kim tra ti c s ca nh cung ng, Cng ty s xc nh r cc yu cu kim tra d kin v bin php xut hng trong thng tin mua hng. Khi c nu r trong hp ng, khch hng v i din ca khch hng s c quyn kim tra ti c s ca nh cung ng v c s ca Cng ty vi cc sn phm ca hp ng ph ph hp vi cc yu cu c nu.

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S kim tra ca khch hng s khng c s dng bi Cng ty TNHH Phc H nh mt bng chng v hiu qu kim sot cht lng ca nh cung ng v s khng loi b trch nhim ca Cng ty trong vic cung cp cc sn phm t yu cu. 7.5. Sn xut v cung cp dch v 7.5.1. Kim sot sn xut v cung cp dch v Vic hoch nh phi xem xt n cc yu t di y khi cn: a) S ban hnh cc qu trnh kim sot v pht trin cc k hoch kim sot khi cc c tnh quan trng c xc nh b) S xc nh cc im kim tra trong qu trnh khi s kim tra tnh ph hp mt cch y khng th thc hin cc bc sau ca vic sn xut/to sn phm. c) Thit k, sn xut v s dng dng c cc cc bc o lng c th c tin hnh c bit l vi cc c tnh quan trng. d) Qu trnh c bit (Xem mc 7.5.2) Cng ty TNHH Phc H phi lp k hoch, tin hnh sn xut v cung cp dch v trong iu kin c kim sot. Khi c th, cc iu kin c kim sot phi bao gm: a) S sn c thng tin m t cc c tnh ca sn phm b) S sn c cc hng dn cng vic khi cn c) Vic s dng cc thit b hp l d) S sn c v vic s dng cc thit b theo di v o lng e) Thc hin vic theo di v o lng f) Thc hin cc hot ng thng qua sn phm, giao hng v sau giao hng. g) Trch nhim i vi tt c sn phm trong qu trnh sn xut (v d nh cht lng chi tit, cc sn phm khng ph hp, cc mnh lnh ring) h) Bng chng v vic tt c cc hot ng sn xut v kim tra c hon tt theo hoch nh hoc theo cc yu cu khc c ph duyt v lp h s i) D phng cho s phng nga, pht hin v loi b cc ngoi vt j) Gim st v kim sot s s dng v cung ng ca cc u vo khc nh nc, kh nn,in, ha cht, m c nh hng ti cht lng sn phm k) Cc tiu chun cho cht lng cng vic, phi c c th ha mt cch r rng nht c th (tc l vit cc tiu chun, cc v d i din, )

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7.5.1.1. H s sn xut: Hot ng sn xut phi c tin hnh mt cch ph hp vi cc d liu c ph duyt. Cc d liu ny c th bao gm cc ni dung sau nu cn: Bn v, danh sch chi tit, s cng ngh bao gm hot ng kim tra, h s sn phm, h s kim tra Danh sch ca cc dng c chuyn dng v khng chuyn dng v cc chng trnh vn hnh yu cu cng nh bt c cc hng dn c th no lin quan n vic s dng chng. 7.5.1.2. Kim sot vic thay i qu trnh sn xut: Ngi c y quyn ph duyt cc thay i vi qu trnh sn xut phi c xc nh Cng ty TNHH Phc H phi xc nh v nhn c s ng v nhng thay i m cn c s ph duyt ca khch hng v/hoc nh ch theo cc yu cu ca hp ng hoc lut nh. Cc thay i nh hng ti qu trnh, phng tin, dng c v chng trnh sn xut phi c c th bng vn bn. Cc th tc phi sn sng kim sot s p dng cc thay i ny. Kt qu ca cc thay i vi qu trnh sn xut phi c tip cn khng nh t c tc dng mong mun m khng c tc dng xu no n cht lng sn phm. 7.5.1.3. Kim sot cng c dng c lm vic v chng trnh vn hnh: Cc cng c, dng c v chng trnh sn xut phi c thng qua trc khi s dng v c duy tr, kim tra thng xuyn theo cc th tc c vn bn ha. S thng qua trc khi a vo sn xut phi bao gm s xc minh ca chi tit u tin c sn xut so vi d liu/yu cu thit k. Yu cu lu gi, bao gm lch kim tra trng thi, hiu chnh phi c ban hnh cho cc cng c dng c sn xut trong kho. 7.5.1.4. Kim sot chuyn giao cng vic tm thi bn ngoi Cng ty TNHH Phc H: Khi hoch nh vic chuyn mt phn cng vic tm thi ra khi Cng ty TNHH Phc H, Cng ty phi xc nh qu trnh kim sot v thng qua cht lng cng vic. 7.5.1.5. Kim sot hot ng dch v: Khi cc dch v c yu cu c th, qu trnh hot ng dch v phi a ra: Mt bin php thu thp v phn tch cc d liu dch v

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Hnh ng cn tin hnh khi cc vn c pht hin sau bn hng bao gm: iu tra, cc hot ng bo co, cc hnh ng v thng tin dch v ph hp vi yu cu hp ng v/hoc nh ch S kim sot v cp nhp cc ti liu k thut S ph duyt, kim sot v p dng lch sa cha. Kim sot cc cng vic ngoi c s ca Cng ty (v d nh cc cng vic thuc v trch nhim ca Cng ty thc hin ti c s ca khch hng) 7.5.2. Xc nh gi tr s dng ca cc qu trnh sn xut v cung cp dch v Cng ty TNHH Phc H phi xc nhn gi tr s dng ca mi qu trnh sn xut v cung cp dch v c kt qu u ra khng th kim tra xc nhn bng cch theo di hoc o lng sau . iu ny bao gm bt c qu trnh no m s thiu st tr nn r rng ch sau khi sn phm c s dng hoc dch v c chuyn giao. Vic xc nhn gi tr s dng phi chng t kh nng ca cc qu trnh t c kt qu hoch nh. i vi cc qu trnh ny, khi c th, Cng ty phi sp xp nhng iu sau: a) Xc nh cc chunn mc xem xt v ph duyt cc qu trnh, km theo chng ch v ph duyt ca cc qu trnh c bit trc khi s dng. b) Ph duyt thit b v trnh con ngi c) S dng cc phng php v th tc c th trong vic m bo s kim sot ca cc hot ng chnh v cc thng s ca cc qu trnh c c th ha theo cc ti liu m t qu trnh v cc thay i km theo. d) Yu cu h s (xem mc 4.2.4) e) Ti xc nhn gi tr s dng Xem thm QT-SX-002 Quy trnh kim sot vt t u vo. 7.5.3. Nhn bit v xc nh ngun gc. Khi thch hp, Cng ty TNHH Phc H phi nhn bit sn phm bng cc bin php thch hp trong sut qu trnh to sn phm. Tham kho QT-SX-002, Quy trnh kim sot vt t u vo. Cng ty phi duy tr nhn dng cc chun mc ca sn phm c th xc nh cc im sai khc gia chun mc hin ti v chun mc c thng nht. Cng ty phi nhn bit c trng thi ca sn phm tng ng vi cc yu cu theo di v o lng trong sut qu trnh to sn phm.Ngy in: 20/06/2012 Trang 33/7



Khi s dng cc chng thc in t (v d nh con du, ch k in t, mt khu) Cng ty TNHH Phc H phi kim sot s ban hnh v h s ca phng tin in t. Khi vic xc nh ngun gc l mt yu cu, Cng ty phi kim sot vic nhn bit duy nht sn phm v duy tr h s. 7.5.4. Ti sn ca khch hng. Cng ty TNHH Phc H phi gi gn ti sn ca khch hng khi chng thuc s kim sot ca Cng ty hay c Cng ty s dng. Cng ty phi nhn bit, kim tra xc nhn, bo v ti sn do khch hng cung cp s dng hoc hp thnh sn phm. Khi c bt k ti sn no ca khch hng b mt mt, h hng hoc c pht hin khng ph hp cho vic s dng, Cng ty phi thng bo cho khch hng v phi duy tr h s (xem 4.2.4) 7.5.5. Bo ton sn phm Cng ty TNHH Phc H phi bo ton s ph hp ca sn phm trong qu trnh x l ni b v giao hng n v tr d kin, Vic bo qun phi bao gm nhn bit, xp d (di chuyn), bao gi, lu gi v bo qun. Vic bo ton cng phi p dng vi cc b phn cu thnh sn phm. Khi thch hp vi cc c im ca sn phm v/hoc quy nh c p dng, vic bo ton sn phm phi bao gm: Sch s Phng trnh, pht hin v loi b d vt Xp d c bit i vi cc sn phm nhy cm nh du v dn mc bao gm cc cnh bo an ton Kim sot bn v bc v s rung lc ca hng ha Thao tc c bit i vi nhng vt t nguy him Cng ty TNHH Phc H phi m bo cc h s yu cu trong hp ng/n t hng ph hp vi sn phm phi c xut trnh ti thi im giao hng v c bo qun cn thn. 7.6. Kim sot thit b theo di v o lng Cng ty TNHH Phc H phi xc nh vic theo di v o lng cn thc hin v cc thit b theo di, o lng cn thit cung cp bng chng v s ph hp ca sn phm vi cc yu cu xc nh (xem mc 7.2.1). Xem QT-KT-002 Quy trnh hiu chnh. Cng ty phi duy tr mt bn ng k ca cc thit b theo di v o lng, v xc nh cc qu trnh cn p dng hiu chnh chng bao gm chi tit v loi dng c, cc c im nhn dng, ch , tn sut kim tra, phng php kim tra v cc tham s chun.Ngy in: 20/06/2012 Trang 34/7



Cng ty TNHH Phc H phi a ra cc qu trnh s theo di v o lng c th tin hnh v c tin hnh theo phng php ph hp nht vi cc yu cu ca vic theo di v o lng. Cng ty phi m bo cc iu kin mi trng l ph hp cho vic tin hnh cc hot ng hiu chnh, kim tra, o lng, v th nghim. Khi cn m bo kt qu ng, thit b o lng phi a) c hiu chun hoc kim tra xc nhn, hoc c hai, nh k hoc trc khi s dng, da trn cc chun o lng c lin kt vi chun o lng quc gia hay quc t; khi khng c cc chun ny th cn c c s dng hiu chun hoc kim tra xc nhn phi c c th ha bng vn bn v lu h s (xem 4.2.4) b) c hiu chnh hoc hiu chnh li khi cn c) C du hiu nhn bit xc nh tnh trng hiu chun d) c gi gn trnh b hiu chnh lm mt tnh ng n ca cc kt qu o e) c bo v trnh h hng hoc suy gim cht lng trong khi di chuyn, bo dng v lu gi. f) c thu hi v theo phng php c xc nh khi cn hiu chnh Ngoi ra, Cng ty phi nh gi v ghi nhn gi tr hiu lc ca cc kt qu o lng trc khi thit b c pht hin khng ph hp vi yu cu. Cng ty phi tin hnh hnh ng thch hp i vi cc thit b v bt k sn phm no b nh hng. Phi duy tr h s (xem 4.2.4) v kt qu hiu chun v kim tra xc nhn. Khi s dng phn mm my tnh theo di v o lng cc yu cu quy nh, phi khng nh kh nng tha mn vi cc ng dng d kin. Vic ny phi c tin hnh trc ln s dng u tin v c xc nhn li khi cn.

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8. O LNG, PHN TCH V CI TIN. 8.1. Khi qut Cng ty phi hoch nh v trin khai cc qu trnh theo di, o lng, phn tch v ci tin cn thit : a) Chng t s ph hp ca sn phm b) m bo s ph hp ca h thng qun l cht lng c) Ci tin lin tc hiu lc ca h thng qun l cht lng. iu ny bao gm vic xc nh cc phng php c th p dng, k c k thut thng k, v phm vi s dng chng. Ghi ch: Ty theo c tnh ca sn phm v cc yu cu c bit, cc k thut thng k c th c p dng h tr: a) Thm nh thit k b) Kim sot qu trinh: La chn v kim tra cc c im quan trng o lng kh nng ca qu trnh Kim sot s liu qu trnh Thit k mu th nghim c) Kim tra so snh mu vi cc c tnh quan trng ca sn phm v vi nng lc ca qu trnh d) Dng sai hng v phn tch nh hng. 8.2. Theo di v o lng 8.2.1. S tha mn ca khch hng Cng ty phi theo di cc thng tin lin quan n s chp nhn ca khch hng v vic Cng ty c p ng c yu cu ca khch hng hay khng, coi nh mt trong nhng thc o mc hiu qu ca h thng qun l cht lng. Phi xc nh cc phng php thu thp v s dng cc thng tin ny. 8.2.2. nh gi ni b Th tc i km c nh ngha trong QT-HT-003, Cng ty phi tin hnh nh gi ni b nh k theo k hoch xem xt h thng qun l cht lng:

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a) C ph hp vi cc b tr sp xp c hoch nh (xem 7.1) i vi cc yu cu ca tiu chun quc t ISO 9001:2008 v vi cc yu cu ca h thng qun l cht lng c t chc thit lp. b) C c thc hin v duy tr mt cch c hiu lc. Cng ty phi hoch nh chng trnh nh gi, c ch n tnh trng v tm quan trng ca cc qu trnh v cc khu vc c nh gi, cng nh kt qu ca cc cuc nh gi trc. Chun mc, phm vi, tn sut v phng php nh gi phi c xc nh. Vic la chn cc chuyn gia nh gi v tin hnh nh gi phi m bo c tnh khch quan v cng bng ca qu trnh nh gi. Cc chuyn gia nh gi khng c nh gi cng vic ca bn thn. Cc trch nhim v yu cu v hoch nh v tin hnh nh gi, cho vic bo co v lu gi h s (xem 4.2.4) phi c nh ngha trong th tc vn bn, QT-HT-003 nh gi cht lng ni b. Lnh o chu trch nhim v khu vc c nh gi phi m bo tin hnh khng chm tr mi s khc phc cng nh cc hnh ng khc phc cn thit loi b s khng ph hp c pht hin v nguyn nhn ca chng. Cc hot ng tip theo phi bao gm vic kim tra xc nhn cc hnh ng c tin hnh v bo co kim tra xc nhn (xem 8.5.2) Cc cng c chi tit v k nng phi c pht trin nh checksheets, s dng chy cng ngh hoc cc bin php tng t h tr vic nh gi cc yu cu ca h thng qun l cht lng. Vic chp thun cc dng c c chn s c o lng theo hiu qu ca qu trnh nh gi cht lng ni b v hiu qu hot ng tng th ca Cng ty. nh gi cht lng ni b phi ph hp vi cc yu cu ca hp ng hoc quy nh. 8.2.3. Theo di v o lng cc qu trnh. Cng ty TNHH Phc H phi p dng cc phng php thch hp cho vic theo di v, khi c th, o lng cc qu trnh ca h thng qun l cht lng. Cc phng php ny phi chng t kh nng ca cc qu trnh t c cc kt qu hoch nh. Khi khng t c cc kt qu theo hoch inh, phi tin hnh vic khc phc v hnh ng khc phc thch hp m bo t c s ph hp ca sn phm. Trong tng hp x l s khng ph hp, Cng ty phi: a) a ra hnh ng thch hp khc phc qu trnh khng ph hpNgy in: 20/06/2012 Trang 37/7



b) nh gi xem qu trnh khng ph hp c nh hng th no n sn phm khng ph hp c) Xc nh v kim sot cc sn phm khng ph hp theo mc 8.3 8.2.4. Theo di v o lng sn phm Cng ty TNHH Phc H phi theo di v o lng cc c tnh ca sn phm kim tra xc nhn rng cc yu cu v sn phm c p ng. Vic ny phi c tin hnh nhng giai on thch hp ca qu trnh to sn phm theo cc sp xp c hoch nh (Xem 7.1). Khi cc c tnh quan trng c xc nh, chng phi c theo di v kim sot. Khi Cng ty s dng bin php kim tra mu xc nh s ph hp ca sn phm, cch thc hin phi thng k c v ph hp s dng. Trong cch thc hin phi quy nh loi b s chp thun ca cc l hng m mu vt khng ph hp. Khi c yu cu, cch thc thc hin phi chuyn cho khch hng ph duyt. Khng c s dng sn phm cho ti khi chng c kim tra hoc cc bin php xc nhn khc chng t s ph hp vi cc yu cu. Bng chng v s ph hp phi c duy tr. H s phi ch r c ngi kim tra v ph duyt cho php xut xng sn phm (xem 4.2.4) Vic thng qua sn phm v chuyn giao dch v cho khch hng ch c tin hnh sau khi hon thnh tha ng cc hot ng theo hoch nh (xem 7.1), nu khng th phi c s ph duyt ca ngi c thm quyn v, nu c th, ca khch hng. 8.2.4.1. H s kim tra Yu cu v o lng i chp nhn sn phm hoc dch v phi c vn bn ha. Yu cu ny c th l mt phn trong cc h s sn phm, nhng phi bao gm: Chun mc chp nhn v/hoc t chi Cng tc o lng v hot ng th nghim s c tin hnh trong giai on no H s ca kt qu o lng Dng c o lng yu cu v cc hng dn i km phc v cho vic s dng chng H s kim tra phi ch r d liu v kt qu th nghim thc t khi c yu cu hoc theo phng n kim tra nghim thu. Khi c yu cu xut trnh chng nhn sn phm, Cng ty TNHH Phc H phi m bo rng cc h s cung cp y bng chng v vic sn phm t c yu cu nh. 8.2.4.2. Kim tra chi tit u tinNgy in: 20/06/2012 Trang 38/7



H thng ca Cng ty TNHH Phc H phi cung cp qu trnh cho vic kim tra, kim nh v h s ca chi tit i din t ln sn xut u tin ca chi tit mi, hoc sau khi c nhng thay i lm mt hiu lc ca kt qu kim tra ln u trc y. 8.3. Kim sot sn phm khng ph hp Cng ty TNHH Phc H phi m bo rng cc sn phm khng ph hp vi cc yu cu u c nhn bit v kim sot phng nga vic s dng hoc chuyn giao ngoi d kin. Vic kim sot v trch nhim, quyn hn c lin quan i vi vic x l sn phm phng ph hp c xc nh trong th tc dng vn bn, QT-HT-006, Kim sot sn phm khng ph hp. Th tc bng vn bn ca Cng ty xc nh trch nhim xem xt v quyn hn cho vic hy b sn phm khng ph hp v cc qu trnh ngi c giao a ra cc quyt nh ny. Cng ty phi x l cc sn phm khng ph hp bng mt trong cc cch sau: a) Tin hnh loi b s khng ph hp khi pht hin b) Cho php s dng, thng qua hoc chp nhn c nhn nhng bi ngi c thm quyn v, khi c th, bi khch hng c) Tin hnh loi b khi vic s dng hoc p dng d kin ban u. d) Tin hnh hnh ng thch hp vi nhng tc ng hoc hu qu tim n ca s khng ph hp nu sn phm khng ph hp c pht hin sau khi chuyn giao hoc bt u s dng. Cng ty khng c s dng sn phm h cp nh s dng theo hin trng hoc sa cha, tr khi c cho php ca khch hng, nu: Sn phm c sn xut theo thit k ca khch S khng ph hp c nh hng ti mt trong cc yu cu ca hp ng Tr khi b gii hn khc trong hp ng, sn phm c thit k bi Cng ty v chu s kim sot theo ch nh ca mt khch hng c th c h cp thnh s dng theo hin trng hoc sa cha, lm cho s khng ph hp khng nh hng n cc yu cu ca khch hng. Cc sn phm khng m bo cht lng phi c tch ring v nh du c nh, hoc p dng cc bin php kim sot ch ng, cho ti khi biu hin khng s dng c l r rng.Ngy in: 20/06/2012 Trang 39/7



Phi duy tr h s (xem 4.2.4) v bn cht ca s khng ph hp v bt k hnh ng tip theo no c tin hnh, k c cc nhn nhng c c Khi sn phm khng ph hp c khc phc, chng phi c kim tra xc nhn li chng t s ph hp vi cc yu cu. Ngoi cc bo co yu cu theo hp ng hoc quy nh, H thng ca Cng ty phi cung cp cc bo co trong thi gian ngn nht c th v s chuyn giao sn phm khng ph hp c th nh hng n tin cy hoc an ton. Thng bo phi bao gm m t r rng ca s khng ph hp, bao gm c cc chi tit b nh hng, m s ca chi tit, s lng, v ngy chuyn giao. 8.4. Phn tch d liu Cng ty TNHH Phc H phi xc nh, thu thp v phn tch cc d liu thch hp chng t s ph hp v tnh hiu lc ca h thng qun l cht lng v nh gi xem xt trong cc phm vi m vic ci tin lin tc hiu lc ca h thng qun l cht lng c th tin hnh. iu ny bao gm c cc d liu c to ra do kt qu ca vic theo di, o lng v t cc ngun thch hp khc. Vic phn tch d liu phi cung cp thng tin v: a) S tha mn ca khch hng (xem 8.2.1) b) S ph hp vi cc yu cu v sn phm (xem 8.2.4) c) c tnh v xu hng ca cc qu trnh v sn phm, k c cc c hi cho hnh ng phng nga (xem 8.2.3 v 8.2.4) d) Nh cung ng 8.5. Ci tin 8.5.1. Ci tin lin tc Cng ty TNHH Phc H phi ci tin lin tc hiu lc ca h thng qun l cht lng thng qua vic s dng chnh sch cht lng, mc tiu cht lng, kt qu nh gi, phn tch d liu, hnh ng khc phc, phng nga v s xem xt ca lnh o 8.5.2. Hnh ng khc phc Cng ty phi thc hin hnh ng khc phc nhm loi b nhng nguyn nhn ca s khng ph hp ngn nga vic ti din. Hnh ng khc phc phi tng ng vi tc ng ca s khng ph hp gp phi.Ngy in: 20/06/2012 Trang 40/7



Th tc bng vn bn QT-HT-005 Hnh ng khc phc phng nga, c ban hnh xc nh cc yu cu i vi. a) Vic xem xt s khng ph hp (k c cc khiu ni ca khch hng) b) Vic xc nh nguyn nhn ca s khng ph hp c) Vic nh gi nhu cu thc hin cc hnh ng m bo rng s khngph hp khng ti din d) Vic xc nh v thc hin cc hnh ng cn thit e) Vic lu h s cc kt qu ca hnh ng c thc hin (Xem 4.2.4) f) Vic xem xt hiu lc ca cc hnh ng khc phc thc hin g) Chuyn cc yu cu hnh ng khc phc cho nh cung ng, khi pht hin c nh cung ng chu trch nhim cho nguyn nhn gc r h) Cc hnh ng c bit khi thi hn v/hoc hnh ng khc phc hiu qu khng t c. 8.5.3. Hnh ng phng nga Cng ty TNHH Phc H phi xc nh hnh ng nhm loi b nguyn nhn ca s khng ph hp tim n ngn chn s xut hin ca chng. Cc hnh ng phng nga c tin hnh phi tng ng vi tc ng cu cc vn tim n. Th tc bng vn bn QT-HT-005 Hnh ng khc phc phng nga c ban hnh xc nh cc yu cu i vi: a) Vic xc nh s khng ph hp tim n v cc nguyn nhn ca chng b) Vic nh gi nhu cu thc hin cc hnh ng phng nga vic xut hin s khng ph hp c) Vic xc nh v thc hin cc hnh ng cn thit d) H s cc kt qu ca hnh ng c thc hin (xem 4.2.4) e) Vic xem xt hiu lc ca cc hnh ng phng nga thc hin

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9. CC TI LIU CP MT C LIN QUAN STCL-00 S tay cht lng STCL-01 Thut ng STCL-02 Bn m t cng vic Cc ti liu cp hai c lin quan QT-HT-001 Quy trnh kim sot ti liu QT-HT-002 Quy trnh kim sot h s QT-HT-003 nh gi cht lng ni b QT-HT-004 Hp xem xt ca lnh o QT-HT-005 Hnh ng khc phc phng nga QT-HT-006 Kim sot sn phm khng ph hp QT-HT-007 To sn phm QT-HT-008 Cung cp sn phm QT-HT-009 Qun tr hnh trng QT-KT-002 Quy trnh hiu chnh QT-NS-001 Quy trnh o to 10. DUY TR TI LIU Chnh sa Xem xt cc hot ng Thm quyn ph duyt

: Qun l QA : Qun l cc phng ban : Ban gim c Qun l QA

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