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Quan lyQuan lyVan hanhVan hanh

Van hanh va nangVan hanh va nang

suatsuatChng 1Chng 1

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Nhng iem chnhNhng iem chnh

QUAN LY VAN HANH LA G?TO CHC SAN XUAT HANG

HOA VA DCH VU

TAI SAO CAN NGHIEN CU OM?

CAC NHA QUAN LY VAN HANH

LAM G Cach to chc cuon sach nay

CAC CONG VIEC CUA OM

AU trong cong ty?

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Nhng iem chnh Nhng iem chnh Tiep theoTiep theo

LCH S PHAT TRIEN CUA QUAN LYVAN HANH

VAN HANH TRONG LNH VC DCH VU

Nhng khac nhau gia hang hoa va dch vu S tang trng cua dch vu

Tien lng trong dch vu (Service Pay)

NHNG XU HNG MI TRONG QUAN

LY VAN HANH

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Nhng iem chnh Nhng iem chnh Tiep theoTiep theo

THACH THC CUA NANG SUAT o lng nang suat

Cac bien nang suat

Nang suat va lnh vc dch vu

THACH THC CUA TRACH NHIEM XA

HOI

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Cac muc tieu hocCac muc tieu hoctaptap

Khi hoc xong chng nay ban se cothe:

Nhan biet c hoac nh ngha: San xuat va nang suat Quan ly van hanh (OM) Cac nha quan ly van hanh phai lam

g Dch vu

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Cac muc tieu hoc tapCac muc tieu hoc tap- Tiep theo- Tiep theo

Khi hoc xong chng nay banse co the:

Mo ta hoac giai thch: Lch s van tat ve quan lyvan hanh Nhng c hoi nghe nghiep trong

quan ly van hanh Tng lai cua mon hoc o lng nang suat

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Quan ly van hanhQuan ly van hanhla g?la g?

San xuatla tao ra hanghoa va dch vu

Quan ly van hanh la taphp cac hoat ong tao ra

gia tr c bieu hien di

dang hang hoa va dch vubang cach chuyen hoa cacau vao thanh cac au ra

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CAC CONG TY

THNG C TOCHC NH THENAO?

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Cac chc nang cuaCac chc nang cuato chcto chc

Tiep th Kiem khach

hangVan hanh

Tao ra san phamhoac dch vu

Tai chnh/Ke toan Kiem von

Theo doi tien

1995 Corel Corp.

C

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Ca c e u o toa c e u o ochc mauchc mau

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Cac chc nang Cac chc nang Ngan hangNgan hang

Van hanhTai chnh/Ke toan

Tiep th

Thanh toansec

ieu ongi thu quy

X lycac giao dch

An ninh

Ngan hang thng mai 1984-1994T/Maker Co.

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Cac chc nang Cac chc nang Hang hang khongHang hang khong

Van hanh Tai chnh/Ke toan

Tiep th

Bo phan hotr mat at

Van hanh cacchuyen bay

Bao dngphng tien

Cung capthc pham

Hang hang khong 1984-1994 T/Maker Co.

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Cac chc nang Cac chc nang Hang san xuatHang san xuat

Van hanh Tai chnh/Ke toan

Tiep th

Kiem soatsan xuatSan xuat

Kiem trachat lngMua hang

Hang san xuat

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Bieu o to chcBieu o to chc

Ngan hangthng mai

Van hanhieu o thuquy

Thanh toansecX ly cacgiao dch

Thiet ke/botr phngtienVan hanhham ket

Bao dngAn ninh

Tai

chnhau tChngkhoanBat

ongsan

Ke

toanKiemtoan

Tiep th

Cac khoancho vayThng maiCong nghiepTai chnh

Ca nhanCo the chap

Bo phan tnthac

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Bieu o to chcBieu o to chcHang hang

khong

Van hanhThiet b ho tr mat at

Bao dngVan hanh matat

Bao dngphng tienCung cap thcpham

Van hanh cacchuyen bay

ieu o phihanh oanS dung maybayNhng phngtien lien lacGi hang

Khoa hoc quan ly

Tai chnh &Ke toan

Ke toanCac khoan phaitraCac khoan phaithuSo cai chungTai chnhKiem soat tienmatTy gia hoi oaiquoc te

Tiep thQuan ly viecchuyen ch

at cho trcKe hoach lamviecBang gia(nh gia)Doanh soQuang cao

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Tai sao can nghien cuTai sao can nghien cu

OM?OM?

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ng uy c o n

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ng uy c o nlam tang phanlam tang phanong gopong gop

Tuy chontiep th Tuy chontai chnh &ke toan

Tuy chonOM

Hien nay Doanh thu:+50%

Chi phtai chnh:

-50%

Chi phsan xuat:

-20%

Doanh thu 100.000$ 150.000$ 100.000$ 100.000$Gia von hang ban-80.000 -120.000 -80.000 -64.000

Lai gop

20.000 30.000 20.000 36.000

Chi ph tai chnh

-6.000 -6.000 -3.000 -6.000

Lai rong 14.000 24.000 17.000 30.000

Thue @25%

-3.500 -6.000 -4.250 -7.500

Phan ong gop10.500 18.000 12.750 22.500

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Cac nha quan lyCac nha quan ly

van hanhvan hanhlam g?lam g?at ke hoach To chc

Bo tr nhan s lanh ao Kiem tra

Mi q et nhMi quyet nh

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Mi quyet nhMi quyet nhthen chotthen chot

Thiet ke san pham, dch vu

Quan ly chat lng .

Thiet ke cong suat, qua trnh ...

V tr ...

Thiet ke bo tr ..

Thiet ke cong viec, nguon nhan lc..

Quan ly day chuyen cung ng

Quan ly ton kho .

ieu o

Bao dng ...

Ch. 5Ch. 6, 6S

Ch. 7, 7S

Ch. 8

Ch. 9

Ch. 10, 10S

Ch. 11,11s

Ch. 12, 14, 16Ch. 3, 13, 15

Ch. 17

Cac quyet nh thenCac quyet nh then

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Cac quyet nh thenCac quyet nh thenchot:chot:

Quan ly chat lng Ai chu trach nhiem ve chat lng? Chung ta nh ngha chat lng the nao?

Thiet ke san pham va dch vu Chung ta se a ra th trng san pham

hoac dch vu nao?

Chung ta se thiet ke nhng san phamva dch vu nay nh the nao?

C t h thCac quyet nh then

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Cac quyet nh thenCac quyet nh thenchot - Tiep theochot - Tiep theo

Thiet ke qua trnh va cong suat Nhng san pham nay se can en nhng

qua trnh nao va theo th t nao?

Thiet b va cong nghe nao la can thiet chonhng qua trnh nay?

V tr Chung ta nen at doanh nghiep au

Quyet nh v tr nay cua ta da vao nhngtieu ch nao?

Cac quyet nh thenCac quyet nh then

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Cac quyet nh thenCac quyet nh thenchot - Tiep theochot - Tiep theo

Thiet ke bo tr mt bng Chung ta nen sap xep cac phng

tien vat chat the nao? Quy mo cua cac phng tien can co

nh the nao?

Thiet ke cong viec va nguonnhan lc

Chung ta tao ra moi trng lam viecphu hp nh the nao? Chung ta co the ky vong nhan vien

cua mnh san xuat c bao nhieu?

Cac quyet nh thenCac quyet nh then

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Cac quyet nh thenCac quyet nh thenchot - Tiep theochot - Tiep theo

Quan ly day chuyen cung ng Chung ta nen t lam hay mua ngoai san

pham/chi tiet nay?

Ai se la nhng nha cung cap tot cuachung ta va chung ta nen co bao nhieu?

Hoach nh ton kho, nhu cau vat lieu Chung ta nen co ton kho tng san pham

bao nhieu?

Khi nao th chung ta at hang lai?

Cac quyet nh thenCac quyet nh then

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Cac quyet nh thenCac quyet nh thenchot - Tiep theochot - Tiep theo

ieu o: d an, ngan han, va trunghan San xuat theo hp ng phu co phai la

mot y kien tot khong?

Chung ta co nen gi ngi tren banglng trong thi k san xuat thap iemkhong?

Bao dng Ai chu trach nhiem bao dng may moc

thiet b? Khi nao th chung ta thc hien bao dng?

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Cac cong viec OM Cac cong viec OM

au?au?(Hoc OM se lam viec(Hoc OM se lam viecg/bo phan nao?)g/bo phan nao?)

Cac cong viec OMCac cong viec OM

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Cac cong viec OMCac cong viec OM au au

Cac cong viec OMCac cong viec OM

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Cac cong viec OMCac cong viec OM au au

Cong nghe/phng phapMc o s dung phng tienvat chat/khong gian Cac vane chien lc

Thi gian ap ng (Responsetime)

Phat trien con ngi/to, oiDch vu khach hangChat lngCat giam chi phCat giam ton khoCai thien nang suat

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Nhng s kien quaNhng s kien qua

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Nhng s kien quaNhng s kien quatrong trong OMtrong trong OM

Di san cua quan lyDi san cua quan ly

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Di san cua quan lyDi san cua quan lyvan hanhvan hanh

cong lao ong (Adam Smith 1776 va Charles Babbagec chi tiet tieu chuan hoa (Whitney 1800)

Quan ly theo khoa hoc (Taylor 1881)

y chuyen lap rap phoi hp (Ford/Sorenson/Avery 1Bieu o Gantt (Gantt 1916)

Nghien cu thao tac (Frank vaLillian Gilbreth 1922

Kiem tra chat lng (Shewhart 1924;Deming 1950)May ien toan (Atanasoff 1938)

CPM/PERT (DuPont 1957)

Di san cua quan lyDi san cua quan ly

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Di san cua quan lyDi san cua quan lyvan hanh - Tiep theovan hanh - Tiep theo

ch nh nhu cau vat lieu (Orlicky 1960)

ke tren (hay vi s ho tr cua) may tnh (CAD 1

e thong san xuat linh hoat (FMS 1975)

Giai thng chat lng Baldrige (1980)

San xuat tch hp bi may tnh (1990)

Toan cau hoa

(1992)Internet(1995)

li hiEli Whit

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Eli WhitneyEli Whitney

Sinh nam 1765; mat nam 1825 Vao nam 1798, nhan c mot hp

ong cua chnh phu che tao 10.000khau sung hoa mai

a chng minh nhng may cong cu

co the lam ra cac chi tiet ctieu chuan hoa theo ung chi tietky thuat Nhng c phan cua sung hoa mai co the

c s dung trong bat ky khau sung nao

1995 Corel Corp.

F d i k W T lF d i k W T l

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Frederick W. TaylorFrederick W. Taylor

Sinh nam 1856; mat nam 1915 c biet en nh la ong to

cua quan ly theo khoa hoc

Vao nam 1881, vi t cach kys trng cho Midvale Steel, anghien cu cach cong viecc thc hien the nao Bat au nghien cu thi gian va c

ong lan au tien

Sang tao nhng nguyen tachieu qua

1995 Corel Corp.

ay or: an g a m o cay or: an g a m o cphai ch trachphai chu trach

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ay or: an g a m o cay or: an g a m o cphai chu trachphai chu trachnhiem ve viecnhiem ve viec

Bo tr ung viec cho nhan vien

ao tao thch hp

a ra cac phng phap lam viec thch hp

va cap cac dung cu thch hpThiet lap nhng khuyen khch ung luat

e cong viec se c hoan thanh

F k & Lilli Gilb thF k & Lilli Gilb th

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Frank & Lillian GilbrethFrank & Lillian Gilbreth Frank (1868-1924); Lillian (1878-1972)

oi v chong ky s Phat trien hn na cac phng

phap o lng cong viec

Ap dung cac phng phap

hieu qua vao cong viec nhaca & nuoi day 12 ngicon cua ho!

(Sach & phim: Cheaper by

the Dozen, sach:Bells on Their Toes)

1995 Corel Corp.

H F dH F d

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Sinh nam 1863; mat nam 1947 Vao nam 1903, thanh lap

cong ty Ford Motor Vao nam 1913, lan au s

dung day chuyen lap rapong e che tao

mau xe T San pham d dang di chuyen

nh bang tai qua tram congtac

Tra lng cong nhan rat hau trongnam 1911 (5$/ngay!)

Henry FordHenry Ford

Makethem all

alike!

1995Corel Corp.

W Ed d D iW Edwards Deming

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W. Edwards DemingW. Edwards Deming

Sinh nam 1900; mat nam 1993 Ky s & nha vat ly

c cong nhan la ngi daycac phng phap kiem tra chatlng cua Nhat sau The Chien 2

a s dung thong ke e phantch qua trnh

Phng phap cua ong lam chocong nhan tham gia vao viec raquyet nh

Nhng ong gopNhng ong gop

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g g g pg g g ptt

Nhan to con ngi (Human factors)Ky thuat cong nghiep (Industrial

engineering)Khoa hoc quan lyKhoa hoc sinh hocKhoa hoc vat ly Cong nghe thong tin

Nhng s kien quaNhng s kien qua

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g qg qtrong trong OMtrong trong OM

Phan cong lao ong (Smith, 1776)

Cac chi tiet c tieu chuan hoa (Whitney,1800)

Quan ly theo khoa hoc (Taylor, 1881)

Day chuyen lap rap phoi hp (Ford 1913)S o Gantt (Gantt, 1916)

Nghien cu thao tac (the Gilbreths, 1922)

Kiem tra chat lng (Shewhart, 1924)

Nhng s kien quaNhng s kien qua

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g qg qtrong - Tiep theotrong - Tiep theo

CPM/PERT (Dupont, 1957)

MRP (Orlicky, 1960)

CAD

He thong san xuat linh hoat(FMS)

Nghi thc t ong hoa san xuat

(MAP)San xuat tch hp bi may tnh

(CIM)

Nhng thach thcNhng thach thc

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ggmi trong OMmi trong OM

Tap trung theohng a phnghoac quoc gia

Hang gi theo lo

Mua hang tragia thap

Phat trien san

pham rat dai San pham chuan

Chuyen mon hoacong viec

Tap trung theo hngtoan cau

Va ung luc (JIT)

Lam thanh vien day

chuyen cung ng

Phat trien san phamnhanh, nhng s lien ket

Che tao hang loat theoyeu cau cua khach

hang Nhan vien, to/oi c

trao quyen

TTenen

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Van hanh trong khu vcVan hanh trong khu vc

dch vu?dch vu?

Cac ac tnh cuaCac ac tnh cua

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hang hoahang hoa San pham hu hnh

nh ngha sanpham nhat quan

San xuat thng

tach biet vi tieudung

Co the ton kho

Tng tac vi khachhang thap

1995 Corel Corp.

Cac ac tnh cuaCac ac tnh cua

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dch vudch vu San pham vo hnh

San xuat & tieu thu ongthi

Thng ch co mot

Tng tac vi khach hangcao

nh ngha san pham khongnhat quan

Thng da tren tri thc

Thng phan tan

1995 Corel Corp.

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Hang hoa hay laHang hoa hay la

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dch vu?dch vu?

Co the ban lai

Co the ton kho

Mot vai kha canhcua chat lng o

cBan hang khac biet

vi san xuat

Hiem khi ban lai

Kho ton kho

Kho o lng

chat lng

Ban hang lamot phan cuadch vu

Hang hoaHang hoaDch vuDch vu

ang oa ay aang oa ay adch vu -dch vu -

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dch vu dch vu Tiep theoTiep theo

San pham co thevan chuyen c

V tr cua doanhnghiep la quantrong oi vi chi ph

Thng de t onghoa

Doanh thu c tao rachu yeu t sanpham hu hnh

Nha cung cap, ch khongphai san pham, la co thevan chuyen c

V tr cua doanh nghiep la

quan trong oi vi s lien laccua khach hang

Thng kho t ong hoa

Doanh thu c tao ra chu yeut dch vu vo hnh.

Hang hoaHang hoaDch vuDch vu Hang hoaHang hoaDch vuDch vu

vu /vu /D h b h Dch vu bao gom hang

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Dch vu bao gom hangDch vu bao gom hang

hoahoa

0 25 50 75 100255075100

Xe o toMay ien toanTham a trai

Mon an nhanhMon an hieu an

Sa cha xe o toCham soc cua benh vien

Hang quang caoQuan ly au t

Dch vu kham benhT van

Phan tram san pham la hang hoaPhan tram san pham la dch vu

Cac to chc moi khuCac to chc moi khu

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vc vc Bang 1.4Bang 1.4Khu vcdch vu

V du % trongtat ca

cac congviec

Cac dch vuchuyennghiep, giao

duc, phaply, y te

New York City PS108,Notre Dame University,San Diego Zoo

24,3

Thng mai

(le, s)

Walgreens, Wal-Mart,

Nordstroms

20,6

Dch vu Pacific Gas & Electric, 7,2

Cac to chc moi khuCac to chc moi khu

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vc vc Bang 1.4Bang 1.4Khu vcdch vu V du % trongtat ca

cac congviec

Dch vu kinhdoanh & sacha

Snelling & Snelling, WasteManagement, Pitney-Bowes

7,1

Tai chnh, baohiem, bat ongsan

Citicorp, AmericanExpress, Prudential, Aetna,

Trammel Crow

6,5

Thc an, chotro, giai tr

McDonalds, Hard RockCaf, Motel 6, Hilton

Hotels, Walt DisneyParamount Pictures

5,2

Cac to chc moi khuCac to chc moi khu

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vc vc Bang 1.4Bang 1.4Khu vcche tao

V du % trong tatca cac

cong viec

General General Electric,Ford, U.S. Steel,Intel

14,8

Xay dng Bechtel, McDermott 7,0

Nong nghiepKing Ranch 2,4

Khai thacmo

Homestake Mining 0,4

Cac to chc moi khuCac to chc moi khu

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Cac to chc moi khuCac to chc moi khu

vc vc Bang 1.4Bang 1.4Ban tom tat ( USA)Ban tom tat ( USA)Khu vc % trong tat ca

cac cong viec

Dch vu 75,4%

Che tao 24,6%

Thnh ph HCM, hin ti & tng lai ?

S phat trien cua nenS phat trien cua nenkinh te dch vukinh te dch vu

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1850 75 1900 25 50 75 2000 40 50 60 70 1970 75 80 85 90 95 2000Percent

United States

Canada

France

Italy

Britain

Japan

W Germany

19702000

Services

Industry

Farming

250

200

150

100

50

0

80

%70

60

50

40

30

20

10

0

U.S. Employment, %Share

Services as a Percent ofGDP

U.S. Exports of ServicesIn Billions of Dollars

Year 2000 data is estimated

kinh te dch vukinh te dch vu

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Nhng thach thc miNhng thach thc mi

trong quan ly van hanhtrong quan ly van hanh

luon thay oi oi viluon thay oi oi vinha quan ly vannha quan ly van

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nha quan ly vannha quan ly vanhanhhanhQua kh Nguyen nhan Tng lai

-

hat trienan phamat dai

Tap trung theohng toan cau

ap trung theong a phngoac quoc gia

ang gi

heo lo (ln)

Mang li van tai va lien lackhap the gii chi ph thap,ang tin cay

Chi ph s dung von thuc

bach giam au t vao ton kho

Hang gi

va ung luc

Phat trien sanpham nhanh, slien ket, thiet kecong tac

Chu trong chat lng oi hoicac nha cung cap tham giavao viec cai tien san pham

Vong i ngan hn, lien lacquoc te nhanh, thiet ke vis ho tr cua may tnh, vaHp tac quoc te

Thanh vien daychuyen cung ng

ua hanga gia thap

luon thay oi oi viluon thay oi oi vinha quan ly vannha quan ly van

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nha quan ly vannha quan ly vanhanhhanh

Qua kh Nguyennhan

Tng lai

an phamieu chuanoa

huyen mon

oa cong viec

Cac van e ve moi trng,ISO 14000, chi ph loai bongay cang tang

Tap trung theohng chi phthap

Che taohang loattheo yeucau cua

khac hang

Nhan vien,

to/oic traoquyen, vasan xuattinh gonSan xuatnhay camvi moitrng, sanxuat xanh,vat lieu taiche, sanxuat lai

S giau co va cac th trng khapthe gii; cac qua trnh san xuatcang ngay cang linh hoatMoi trng van hoa xa hoi hay

bien oi. Cang ngay cang la motxa hoi tri thc va thong tin

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Thach thc nang suatThach thc nang suat

e t o ng n tee o ng n echuyen hoa auchuyen hoa auh h h h

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yvao thanh au ravao thanh au ra

He thong kinh techuyen hoa au

vao thanh au ravi toc o tangnang suat hangnam khoang 2,5%(von 38% cua

2,5%), lao ong(10% cua 2,5%),quan ly (52% cua2,5%)

at ai,lao

ong,von,quanly

Hanghoa

vadch vu

Vong lap thong tin phan hoi

auvao

Qua trnh au ra

a c o ng e n na c o ng e n ncua cai tien chatcua cai tien chatll

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lnglng

o chi tiet moi gi lam viec

95

100

105

110

115

Nam A Nam B Nam C

Chi ph cho mot n v giam

1,50$

1,75$

2,00$

2,25$

Nam A Nam B Nam C

Thu lao bang tienhang nam cua

mot cong nhantrung bnh tang

24000

25000

26000

27000

Nam ANam BNam C

Khi nang suat c cai thien Chi ph giamTien lng tang

Nang suatNang suat

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Tieu chuan e anh gia cai tienqua trnh

La ket qua cua au ra tuy theo auvao

Ch nh tang nang suat mc song

cua chung ta mi co the c caithien

gg

Nang suatNang suatNang suatNang suatSo n v c tao raSo n v c tao raSo n v c tao raSo n v c tao ra

au vao s dungau vao s dungau vao s dungau vao s dung====

Nang suat nhieuNang suat nhieusan phamsan pham

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san phamsan pham

Nang suat =

au ra

Lao ong + nguyen vat lieu + nanglng + von + linh tinh

Van e o lngVan e o lng

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g

Chat lng co the thayoi khi so lng au vaova au ra van khong oi

Cac yeu to ben ngoaicothe lam cho nang suattang hoac giam

n v o chnh xac co thekhong co

Cac bien nangCac bien nangsuatsuat

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suatsuatLao ong - ong gop

khoang 10% vao mc tanghang nam

Von- ong gop khoang32% vao mc tang hangnam

Quan ly - ong gopkhoang 52% vao mc tanghang nam

a c e n c u ye ua c e n c u ye unhamnham l nang cao lao ong

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nang cao lao ongnang cao lao ongGiao duc c ban thch hp vi

lc lng lao ong

Che o an uong cua lc lng

lao ongTong chi ph xa hoi lam cho lao

ong san co e dung

Duy tr va nang cao ky nangtrong boi canh cong nghe vatri thc ang thay oi nhanhchong

Cong an viec lamCong an viec lam My My

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My My

26%

18%

16%

14%

6%6% 5% 5%

3%1%

Giao duc, Y te, ...

Che tao

Ban le

Tai chnh, Bao hiem

Ban buon

Van tai, Dch vu cong

Xay dngChnh quyen lien bang

Khai thac mo

Chnh quyen bang va a ph

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Nang suat dch vuNang suat dch vu

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Thng can nhieu nhan congThng xuyen x ly tng khach

hang mot

Thng la cong viec tr oc docac chuyen vien thc hien

Thng kho c kh hoaThng kho anh gia ve chat

lng

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