Tổng quan về iso 9001

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MC LC LI NI U .......................................................................................................... 3 LI CM N ........................................................................................................... 3 Chng 1.TNG QUAN V ISO 9001:2008.......................................................... 4 1.1. Khi qut v ISO ....................................................................................... 4 1.2. Gii thiu v b tiu chun ISO 9000 ...................................................... 6 1.2.1. ngha ca B tiu chun Quc t ISO 9000 ................................ 6 1.2.2. 1.2.3. 1.2.4. Cc nguyn tc ca qun l cht lng theo ISO 9000 .................. 6 Li ch ca vic p dng ISO 9000 ................................................ 9 Cu trc ca B Tiu chun ISO 9000 .......................................... 10

1.3. Cc yu cu ca ISO 9001:2008.......................................................... 12 1.3.1. Yu cu chung ............................................................................... 12 1.3.2. Yu cu v h thng ti liu ................................................................ 14 1.3.3. Yu cu v ti liu ............................................................................... 15 1.3.4. Yu cu ban lnh o ........................................................................... 18 1.3.5. Yu cu hng vo khch hng ........................................................... 18 1.4. Qu trnh p dng b tiu chun ISO 9000 ............................................ 19 Chng 2. THC TRNG P DNG ISO 9001:2008 TRONG CC TRNG I HC THUC KHI TINH T NC TA............................................... 21 2.1. S cn thit ca p dng iso 9001:2008 cc trng i hc thuc khi kinh t Vit Nam.............................................................................................. 21 2.1.1. Khi qut tnh hnh p dng ISO 9001:2008 trong cc trng i hc thuc khi kinh t ............................................................................................ 21 2.1.2. S cn thit p ca vic p dng ISO 9001:2008 trong gio dc........ 22 2.1.3. Li ch ca vic p dng ISO 9001:2008 trong cc trng i hc .... 23 2.2. iu kin p dng h thng tiu chun ISO 9001:2008 ......................... 24 2.3. Thc trng vic p dng ISO 9001:2008 trng i hc Kinh T Quc Dn ............................................................................................................ 25 2.3.1. S cn thit p dng ISO vo qun l cht lng ti HKTQD. ....... 25 2.3.2. iu kin p dng ISO 9001:2008 HKTQD. ................................ 26 2.3.3. Thun li v kh khn trong vic p dng ISO 9001:2008 ti HKTQD. ........................................................................................................ 27 2.3.4. Mc ch v yu cu xy dng v p dng HTQLCL ISO 9001:2008 .............................................................................................................281

2.3.5. i tng v phm vi p dng ISO 9001:2008 ti HKTQD. ........... 30 2.3.6. Cc bc xy dng v p dng ISO 9001:2008 ti HKTQD. .......... 31 2.3.7. Tnh hnh p dng ISO 9001:2008 ti HKTQD ............................... 36 Chng 3.Mt s gii php nhm tng cng vic p dng ISO 9001:2008 cc trng i hc thuc khi kinh t Vit Nam ...................................................... 38 3.1. V pha cc trng i Hc ................................................................... 38 3.2. V pha cc c quan nh nc ................................................................ 40 3.3. V pha cc t chc chng nhn ............................................................. 40 CC TI LIU THAM KHO ............................................................................. 41

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LI NI UChng ta khng cn l g v h thng qun l cht lng ISO 9001: 2008 p dng trong sn xut, kinh doanh, dch v: cn lnh vc khc nh p dng ISO 9001: 2008 trong hnh chnh cng, trong y t, trong gio dc th sao? Khng nh rng l vn kh mi m, song i vi cc sinh vin chuyn ngnh qun tr cht lng nm th 3 thuc trng i hc Kinh t Quc dn th l nhng ti v cng hp dn. ti " Tng cng p dng ISO 9001:2008 cc trng i hc thuc khi kinh t Vit Nam: nghin cu tnh hung i hc Kinh T Quc Dn" l mt trong nhng ti lm ti thch th v say m nghin cu. Di y l kt qu ca c qu trnh tm ti v nghin cu ca ti. Mong cc bn c tham kho v cho kin.

LI CM NEm xin chn thnh cm n cc thy c trong b mn Qun Tr Cht Lng, c bit l c gio Thc s Th ng, ngi trc tip hng dn em thc hin ti ny. Trong qu trnh thc hin cn nhiu thiu st mong c hng dn v ch bo thm em hon thnh ti ny mt cch xut sc.

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Chng 1.TNG QUAN V ISO 9001:20081.1. Khi qut v ISOT chc Quc t v Tiu chun ha (International Organization for Standardization; vit l ISO hay iso) l c quan thit lp tiu chun quc t bao gm cc i din t cc t chc tiu chun cc quc gia. T chc ny a ra cc tiu chun thng mi v cng nghip trn phm vi ton th gii. ISO c thnh lp nm 1946 ti Thy S nhng chnh thc bt u hot ng t ngy 23.2.1947. ISO c ba loi thnh vin: Thnh vin y , thnh vin thng tn v thnh vin ng k. Thnh vin ca ISO phi l c quan tiu chun ho quc gia v mi quc gia ch c duy nht mt c quan/t chc i din tham gia ISO. ISO hin c 163 thnh vin, trong c 107 thnh vin y , 45 thnh vin thng tn v 11 thnh vin ng k. Cc hot ng k thut ca ISO c trin khai bi 3274 c quan k thut, trong c 214 y ban k thut (TCs), 510 tiu ban k thut (SCs), 2478 nhm cng tc (WGs) v 72 nhm nghin cu c bit (Ad-hoc Study groups). Hin c trn 590 t chc quc t c quan h vi cc c quan k thut ca ISO. Tnh n ht nm 2010, ISO xy dng c 18536 tiu chun quc t v cc ti liu dng tiu chun. ISO l lin on quc t ca cc c quan tiu chun ho quc gia v l t chc tiu chun ho ln nht th gii hin nay. Mc tiu ca ISO l thc y s pht trin ca cng tc tiu chun ho v cc hot ng c lin quan nhm to thun li cho vic trao i hng ho v dch v trn phm vi ton th gii cng nh gp phn vo vic pht trin s hp tc trong lnh vc tr tu, khoa hc, cng ngh v kinh t. Kt qu ca cc hot ng k thut ca ISO l cc tiu chun quc t ISO. Phm vi hot ng ca ISO bao trm tt c cc lnh vc, tr in v in t (thuc phm vi trch nhim ca U ban K thut in quc t - IEC). ISO hp tc cht ch vi Hi ng k thut in quc t (International Electrotechnical4

Commission, vit tt IEC), l t chc chu trch nhim tiu chun ha cc thit b in. T chc tiu chun ho quc t thng c nhc ti mt cch n gin l ISO (c l ai z). iu ny hay dn n s hiu lm rng ISO l International Standards Organization, hay l mt iu g tng t. ISO khng phi l t vit tt, n c ngun gc t ting Hy Lp isos, c ngha l tng ng. Trong ting Anh tn gi ca n l International Organization for Standardization, trong khi trong ting Php n c gi l Organisation Internationale de Normalisation; s dng t vit tt c to ra bi cc t vit tt khc nhau trong ting Anh (IOS) v ting Php (OIN), nhng ngi sng lp ra t chc ny chn ISO lm dng vit ngn gn chung cho tn gi ca n. Sn phm chnh ca ISO l cc Tiu chun quc t, nhng ISO cng to ra cc Bo co k thut, Chi tit k thut, Chi tit k thut cng b rng ri, Bn sa li k thut, v Hng dn s dng. Ngoi vic a ra cc tiu chun, ISO cng to ra cc bo co k thut i vi cc ti liu khng th hay khng c kh nng tr thnh cc tiu chun quc t, chng hn cc tham chiu, gii thch v.v. Cc quy c t tn cho chng l ging vi vic t tn cho cc tiu chun vi ngoi l l chng c cm t TR th vo ch ca cm t IS trong tn gi ca tiu chun. V d: ISO/IEC TR 17799:2000 M thng l ca qun l an ninh thng tin; ISO TR 15443-1/3 Cng ngh thng tin Cc k thut an ninh Khun kh cho m bo an ninh cng ngh thng tin (IT) 1-3.Cui cng, ISO thnh thong cng n hnh cc sa li k thut. Cc sa li ny l cc sa i i vi cc tiu chun hin hnh hay i vi vic m rng kh nng p dng trong mt gii hn no . Ni chung, cc sa li ny c n hnh vi kh nng l cc tiu chun chu nh hng s c cp nht hay c b i trong ln xem xt k tip.5

Cc ti liu ISO l c bn quyn v ISO tnh ph cho vic sao chp ca phn ln cc trng hp. Tuy nhin ISO khng tnh ph trong phn ln cc bn sao chp cc phc tho ca cc ti liu dng in t. Mc d c ch, cn phi cn thn khi s dng cc bn phc tho ny v y c th c nhng thay i quan trng trc khi n tr thnh hon thin nh l mt tiu chun.

1.2. Gii thiu v b tiu chun ISO 9000B Tiu chun ISO 9000 qui t kinh nghim ca Quc t trong lnh vc qun l v m bo cht lng trn c s phn tch cc quan h gia ngi mua v ngi cung cp (nh sn xut). 1.2.1. ngha ca B tiu chun Quc t ISO 9000 B Tiu chun ISO 9000 qui t kinh nghim ca Quc t trong lnh vc qun l v m bo cht lng trn c s phn tch cc quan h gia ngi mua v ngi cung cp (nh sn xut). y chnh l phng tin hiu qu gip cc nh sn xut t xy dng v p dng h thng bo m cht lng c s mnh, ng thi cng l phng tin bn mua c th cn c vo tin hnh kim tra ngi sn xut, kim tra s n nh ca sn xut v cht lng trc khi k hp ng. ISO 9000 a ra cc chun mc cho mt h thng cht lng v c th p dng rng ri trong cc lnh vc sn xut, kinh doanh v dch v. ISO 9000 Hng dn cc t chc cng nh cc doanh nghip xy dng mt m hnh qun l thch hp v vn bn ho cc yu t ca h thng cht lng theo m hnh chn.

1.2.2. Cc nguyn tc ca qun l cht lng theo ISO 9000

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Nguyn tc 1. nh hng v khch hng: cht lng l s tha mn khch hng, chnh v vy vic qun l cht lng phi nhm p ng mc tiu . Qun l cht lng l vic khng ngng tm hiu cc nhu cu ca khch hng v xy dng ngun lc p ng cc nhu cu mt cch tt nht. Nguyn tc 2. Vai tr lnh o: lnh o cng ty thng nht mc ch, nh hng vo mi trng ni b ca cng ty, huy ng ton b ngun lc t c mc tiu ca cng ty. Nguyn tc 3. S tham gia ca mi ngi: con ngi l yu t quan trng nht cho s pht trin. Vic huy ng con ngi mt cch y s to cho h kin thc v kinh nghim thc hin cng vic, ng gp cho s pht trin ca cng ty. Nguyn tc 4. Phng php qu trnh: qu trnh l mt hot ng hoc mt tp hp hot ng s dng ngun lc bin cc u vo thnh u ra. Mi mt t chc, hot ng c hiu qu, phi nhn ra c v qun l c cc qu trnh c mi quan h tng tc, qua li ln nhau bn trong mi t chc . Thng thng mi mt u ra ca mt qu trnh li tr thnh u vo cho mt qu trnh tip theo. Vic nhn thy c v qun l c mt cch c h thng cc qu trnh c mi tng tc qua li trong mt t chc c coi l mt cch tip cn theo qu trnh. Mc ch ca b tiu chun ISO 9000 l khuyn khch vic p dng cch tip cn theo qu trnh qun l t chc. Cch tip cn theo qu trnh nhn mnh tm quan trng ca: - Vic hiu v p ng yu cu ca khch hng - Xem xt gii quyt vn trong qu trnh thc hin to ra gi tr gia tng - C c kt qu v tnh hiu lc v hi