Chuyên đề tốt nghiệp:HOÀN THIỆN CÔNG TÁC ĐÀO TẠO VÀ PHÁT TRIỂN NGUỒN NHÂN LỰC TẠI CÔNG TY TNHH SẢN XUẤT THƯƠNG MẠI DỊCH VỤ XUẤT NHẬP KHẨU THIÊN ẤN

BỘ CÔNG THƯƠNG
TRƯỜNG ĐẠI HỌC CÔNG NGHIỆP TP.HCM

KHOA QUẢN TRỊ KINH DOANH
BÁO CÁO TỐT NGHIỆP
HOÀN THIỆN CÔNG TÁC ĐÀO TẠO VÀ PHÁT
TRIỂN NGUỒN NHÂN LỰC TẠI CÔNG TY
TNHH SẢN XUẤT THƯƠNG MẠI DỊCH VỤ
XUẤT NHẬP KHẨU THIÊN ẤN
CHUYÊN NGÀNH: QUẢN TRỊ KINH DOANH - 221207
GVHD : TS.BÙI VĂN DANH
SVTH: NGUYỄN HOÀNG DUY
MSSV: 12160971
LỚP: DHQT8BLT
KHÓA: 2013-2014
TP.Hồ Chí Minh, tháng 6 năm 2014
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 !"#$
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LỜI CAM ĐOAN
&'(')#*+'#, /0123
#4.5/678,.0-'9
4:0);(<,
34.
Tp.Hồ Chí Minh, ngày 20 tháng 6 năm 2014
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
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LỜI CÁM ƠN

'D'#*E50'F3G" 'HDIE
,/HJ-KL2M4+'N-.2)
E,/9O(HJ4PD3(Q1NR
77S/TO(T01*4U6'A(E,IV41
-W?@!A '/HDR5)HX78/KLO(-.2)
40Y'5/DNH''ZM01YY/6
JMO(40Y'5(<.:,
?#YO([&\D3(Q--]1?'^RI
 !"#$RT0O(5/@
X'GRKLO(-.D'5:
/ /0_A`F'Y/O(YQ<15(HD(
C/aQT(b*A+'c-/;YKO()
TMHd4.+'(),
.@O(&3(Q12M'G#RKO(
43P03-/YN:/ SJO(
-.2)#*,
Z1T(VD'/01*/0(1+'43
#]]00PZ1-Y,e:(-f5HJZM01
YY2M4;FMNQ2'5/O(YT/
K'HJZ4E0(2)(-',
<NZ'/O(&3(Q06KFMN@
4<#77-*0PO/K,
,6/BghA(Bgij
NGUYỄN HOÀNG DUY
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
 !"#$
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NHẬN XÉT CỦA CƠ QUAN THỰC TẬP

,6/BghA(Bgij
"6#Y7:
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=! >,?@!A ' j !>C 

 !"#$
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NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN

,6/BghA(Bgij
"6#
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=! >,?@!A ' l !>C 

 !"#$
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MỤC LỤC

Nội dung Trang
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=! >,?@!A ' h !>C 

 !"#$
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DANH MỤC CÁC BẢNG BIỂU,SƠ ĐỒ, ĐỒ THỊ
Danh mục các bảng biểu:
?3j,i%"123<07'kA(+',,,,,,,,,,,,,,,,,,,,,,,,,,Bj
?3j,B%Q:'<O)<#(,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,Bh
?3j,k%Q:'<O)<#(,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,Bm
?3j,j%+'ZA(;'2'
O06,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,kB
?3j,l%+'ZA(;'2'
O HJ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,kk
?3j,h%N-:OX6,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,kh
?3j,m%N-:O<U,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,km
?3j,n%N-:O A((,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,kn
?3j,o%O'+'=3#,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jg
?3j,ig%O'+'p*-'('+'#,,,,,,,,,,,,,,,,,,,,,,,,,,,,ji
?3j,ii%O'+'qHQ,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jB
?3j,iB%O'+'<7,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jB
?3j,ik%O'+'IT0bb,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jk
?3j,ij%O'+'cT,,,,,,,,,,,,,,,,,,,,jj
?3j,il%?3UJ0(G<5+''T.3
#,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jl
?3j,ih%?3UJ0(G<5+''T.M*
-'('+'#,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jl
?3j,im%?3UJ0(G<5+''T.HQ
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jh

?3j,in%?3UJ0(G<5+''T.<7
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jm
?3j,io%?3UJ0(G<5+''T.T0
bb,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jm
?3j,Bg%?3UJ0(G<5+''T.(*<
cT,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jn
?3j,Bi%?30(G"r?'Os-O-,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jo
?3j,BB%?3'!''Ot&'O7,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,jo
?3j,Bk%1;.,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,lg
?3j,Bj%7O(('ur!u,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,lB
?3j,Bl%q6HQ2' qO'-,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,lk
?3j,Bh%OvvO-,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,lj
?3j,Bm%"(G^OOO,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,ll
?3j,Bn%"(Gu',,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,lh
Danh mục các sơ đồ:
QB,i%F),,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,h
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=! >,?@!A ' m !>C 

 !"#$
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Qk,i%)#*(*<c+'#T
,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,ij
Qk,B%1)#*,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,ih
Qj,i%QU*,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,BB
Qj,B%1)+',,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,Bo
Danh mục các đồ thị:
IGj,i%=X6,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,kh
IGj,B%I<U,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,km
IGj,k%.A((,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,kn

IGj,j%*<c,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,ko
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=! >,?@!A ' n !>C 

 !"#$
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DANH MỤC CÁC TỪ VIẾT TẮT
>(Z,
>3&:,
>HQ(,
!> Gb,
">:50w,
>-W,
>1-W,
q=,>qY-H1-W,
txuyt&'x'u'--z>q6.0(,
xuyv('x'u'--z>q61.&G,
q>y'-'q'0'OvO'OO-z>HQ)(6bb
.0#,
"r>"'-O%OO%r0,
!{x>\YHQ-',
CHƯƠNG 1:
GIỚI THIỆU TỔNG QUAN ĐỀ TÀI
1.1. LÝ DO CHỌN ĐỀ TÀI:
01;R5'|61.0}2'
E/01X4:0}(<U*,F3M-\7b23
6T3-+'7',IV44.
3T01N41<-'']H')
'c+'2'E/21G-
+'7',!23GY(<(3:T:2'

E(O((.#*<7T6
,
:HJJ1N4dHD(<#
,!)5/I(<(b2'E0
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=! >,?@!A ' o !>C 

 !"#$
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~+'(<7'(c(b+'3(<:HX/.
-f('G1'7'3(437'
4TZ,?#Y-fK-\7b.'
Y'623+'U*2'K
HD'<aQT/](ZQTT
*A/(b+'()(<QX<.Q[H
'03A6*+'EXHQ',
 !"#$(<QGY/
T05:./*.N+'0,H:T
8cT4:5/V46-
,!5Z4:5c•!3H1•
D'5 !"#$/O(5
:>(V7@RYZ4#H
8cT01(46-Y,!)5/O(21
GET>€Hoàn thiện công tác Đào tạo và Phát triển tại Công ty TNHH
SX TM DV XNK Thiên Ấn•(T#T.+'O(,
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=! >,?@!A ' ig !>C 

 !"#$
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1.2. MỤC ĐÍCH NGHIÊN CỨU:
IT|(.Y'(< 65T<23G-
 !"#$/6))
HD'<,?#Y/T[#*Z1
.3Hd1[H
#*((/(1+'(Y,;YH'
'(< 4|(IqHD'
<*Z(b#1HJ+'DHX'-]
4HX'w4G<5((fX011X,
1.3. ĐỐI TƯỢNG NGHIÊN CỨU:
IT#*T<23G
!"#$/#~T51Iq 
HD'<.HJ03-#,
1.4. PHẠM VI NGHIÊN CỨU:
q(#*3#2'1<23G
#$/#Y~K(<D'/(<(
HD:G#(THJYE00U
 !"#$,
1.5. PHƯƠNG PHÁP NGHIÊN CỨU:
ITHJ#Q-d01J*:H43HQ/4
<07'//7Z/ +'A(Bgii%
Bgik/A432G+'`?#Y/O([103-
|(57Z-Q:bb6/5&9/
H''3|(6-%1<R<
HD'<,
.HJ6/--UJ4|N(T(tt^/‚re /
q,
1.6. BỐ CỤC ĐỀ TÀI:
ITN015)(lHQ6>
HQi>={ƒ{{„…†=F…u!‡I‡ˆ{

HQB>‰Š^p^…‹
HQk>qŒ‰=q•q={Ž•…
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
=! >,?@!A ' ii !>C 

 !"#$
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
HQj>q•‘’e“=
HQl>"”^…‹!ˆ={•{q•q
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
=! >,?@!A ' iB !>C 

 !"#$
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
CHƯƠNG 2:
CƠ SỞ LÝ LUẬN
2.1. TỔNG QUAN VỀ QUẢN TRỊ NGUỒN NHÂN LỰC:
2.1.1. Khái niệm , vai trò và ý nghĩa của quản trị nguồn nhân lực:
a. "(>
F3G1016-W
<|((HDYYGZ:U*,
F3G'.1M/6-
<*ATK//7)HD+'(<U
*/|(HJ0123.H3U*#,
y>slide bài giảng Quản trị nguồn nhân lực của TS.Bùi Văn Danhz,
b. !'c>
.+1J57'>
3(43(E-U*,
('61HJ>T0&R<'
-'T01*/)././#5'

3(7N'c+'Y,
5>R<0;1#/7'
HD5,
y>TS. Hà Văn Hộiz
c. pW'>
^0OR;Y>€:3(b+'23G/23GHD
(b(2'E:):3:T0Tb<
(*<+'23GHD•, Y'Y:|/HD
6(+'(E<4:0)(<U*/23G.
HD(<T3Z]U*Y23G0,
2.1.2. Chức năng cơ bản của quản trị nguồn nhân lực:
F3G4'(k*A6>K/
%/7),
• *AK|(3(43Y+ HJ#X
w(:@JX+'7',*A4'
(<>74G/6/
P:/](`,
• *AKE'
A#/3(43#Y0WA/)<N1
HJ'K#.'A
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=! >,?@!A ' ik !>C 

 !"#$
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,*A4'(<>:/HX/
0WAH/47HL')<T`
• *A7)|(7)-\7bY23
+'7',*A4'(>066/<#
#&7(.2''<.–7',*

A4'(<>&76-HQ4U/0O
Hd#/0M01J'<`
2.2. ĐÀO TẠO VÀ PHÁT TRIỂN NGUỒN NHÂN LỰC:
2.2.1. Khái niệm,vai trò của đào tạo và phát triển nguồn nhân lực:
*AHJE(<U41/.
J<U*,
qOW'<U<E5YU
*HJ1Z03D':G'-'UT
THD'<HJ4d7',q
H54'(:3<E5/5(6~
/D,
I1)S:#Z/
0_A-:TU*U*[H(b#,#(
Y/HJ101KL/SJ#1bY
ZYY6U*,
I>KL#.Q,
q>w4G#HQ',YKEE5
,
!T'c/I|(>
• !T(V&R<:T c+'(<
:HX/Y21G-+'&R</(<Z3
.:,INH7bZ03NH
1HJ+.-+':HX,
• !T6'7'*HJ
#N+'U*/W'*HJN
+'7',IY(<<-J0,
• !T6'HD'<Y*NE5+'HD'</(<
Z1.#<Q'<.,
y>Sách Quản trị nguồn nhân lực-PGS.TS Trần Kim Dungz
2.2.2. Quy trình đào tạo và phát triển nguồn nhân lực:

%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
=! >,?@!A ' ij !>C 

 !"#$
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QB,i%F)
y>slide bài giảng Quản trị nguồn nhân lực của TS.Bùi Văn Danhz
2.2.2.1. Xác định nhu cầu đào tạo:
^&G0/d4<5N3/0_A/
#/4'#HD,
y>slide bài giảng Quản trị nguồn nhân lực của TS.Bùi Văn Danhz
4HX)'N:2'E/)YTT+'
(E:T,QZ'&GN:T1-**,
#1&GK)23+'-f:'/*+/
0GDHJ'<N1<-3&:07'/3(43
-+'7',
GN|(>
• Ga03X#N/#w.
XHD,
• GKN+'#/3(43*KN+'
#E4U-0GDZ01*0WAN1,
• 1Z60N1-'0,
• GN/T0ZHDY03A
.Y03A')<;'*NE
P;'YQ<0—G()7',
• =KHD23M&G#7H''Z3
23Q2),
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
=! >,?@!A ' il !>C 


 !"#$
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
• =K23MY)<QT
*A0123,
"NHD'HD4]N;2'(|01
23(#3,NH~57N
O3*.X:T0K3-,#/23(
0H((.+'#7T#˜YZ#
#2'1Y3Z#0#2'1,
M77810123(>
• M7(00(-HJ>03A6/03
A/-UGTN/)3(/3')43
/-*0PO,
• M7T(VU*(00(-HJ>
/-'U/HQ/0Y/`
• M73-7-0@JXU*>
141T/Y3(HJ.&\04|/1-
0106<#/Y-&<''(X#
Y('XHD(-`
• Z4+'N>T6'#>(*<R6'/
A-:'<:/&3'T''<`!XHD23M>~
~2'y0cXz/((:2TD
'/N(-K09(/1-J;6'#yT
2'E:NHD23M'*0]z,
:#0~)M70123((Y)Z(b
6b+'2),
N>01+'/
9T#/40123/43(3
`
#NHJ60_|(:HJ-N13

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%'('>Y#-6'('+'E#2)
%•7bZTEHJ,
• IV(+'E#>
.HJ+'E#[H03A+'E#[NHJ]
101HQ),
• =X+'U*>
IY:T>6/4<37/D'/VHQY
~'HQ)YS''E03A;
4#,
• HQ>
HQ'0_5@JX37Z<7
0',
2.2.2.2. Thực hiện quá trình đào tạo:
N3&G:T>
• U*'#:/#01XHDE/
#*,
• 7HQ)
• G6>633HD'<2)
E5/G-3HJ4G3(7#E/@'4<523
M/37`
HQ>
a. IQ(>
 "š(V/HX78S
*U*Q3:2)E#-f
HJHX784dZHDTQ,qHQY7b
30_58:23G,
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
=! >,?@!A ' in !>C 

 !"#$

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• Œ(>
%IQ3/7CU*/YHJTHD@(<K,
%‘.09(,2)E#D'-3w(, '
0NHQ#4Hc./<[37`
%:T-X1+'7',
%E#Y3'YT0123,
• HJ(>
%HDHX78HD0Y01*-H(#HX7804
43/0'E#E#0Y1,
%E#E3ZY2O&:+'HDHX78
%2)Y(-3&:,
%HDHX78Y3(:E#H›(.O7E'•.X
'G6+'E#E0)HX78,
 ^#'U>
IHQKHDHJYZ01*
0(dZW0',Z0(01*HJ
2)-fKEY03AHJZ
'QHQ',^cKE#HJ
*.J+'4<50'/('A-
41&7AY'U*,"~5/c
*.K|(Q+',qHQY7b
323G'80_54<#(,HY
HDHJ7@:23G4<#(,
• Œ(>
%=KE#HJ'0_A/HJ))/7C7
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%E#~HJ2T'E(<(< HQ5-œ/0
Y/CcPY:THQ-0',
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=! >,?@!A ' Bi !>C 

 !"#$
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2.2.2.3. Đánh giá hiệu quả đào tạo:
23HQ)HDHJ2'''>
• ='i>E#1/EPHJ)-'0Y'E•
• ='B>E#7bZ)RE1H1•
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=! >,?@!A ' BB !>C 

 !"#$
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CHƯƠNG 3:
PHƯƠNG PHÁP NGHIÊN CỨU
3.1. TỔNG QUAN VỀ VẤN ĐỀ NGHIÊN CỨU:
?d)T#*T:T
#O(543HQ/MG6'+'4<#
 !"#$/0š(OY-QT
0Y'E(RU*,ID)(UT/O([
N5#(2))+'))/0123
<07',!:T#*HJ(<.:/
00]Xbb#*H>€F3
G•+'-,N"( `
'/O([103-/5;.HJ4<
#|(:HJ
O()#*-',
Qk,i%)#*(*<c+'#T

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=! >,?@!A ' Bk !>C 

 !"#$
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=31#*>

i
>=3#Y<1(*<cT


B
>p*-'('+'#<1(*<cT


k
>qHQ<1(*<cT


j
><7<1(*<cT


l
>IT0bb(*<cT,
I()#*7'O()€I:HJ
0'"1%6HDIE1•HJ4d^+
q'G^M,V7@T+'B3##*T:HJ7
E-#HDEcT+'O(#*T:HJ
#/HQ43TMW'01:3'T.',
Q1Z'/O(RT~()#*@J#

*T:HJ#7',
3.2. TIẾN TRÌNH NGHIÊN CỨU:
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=! >,?@!A ' Bj !>C 

 !"#$
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Qk,B%1)#*
3.3. PHƯƠNG PHÁP THU THẬP THÔNG TIN:
3.3.1. Thu thập thông tin thứ cấp:
(T/7Z/*:HJ5;'>
<4<4#,
<4<>H43HQ/MG6'+'
#'0123<07'/-QU*/O(HJc4'
Hc01/c-`:,
4#>009(N2'E2
)#*T+'O(,/4/6V4{OOQ(O(:
HJT, 'THQ1/O(1)(01(/EE'
Z-/4/HD0OOY*'Z<7#2'11
T/-'YO(17:H/E'Z11H'
T/ZcO(7@'(030H'3,
3.3.2. Thu thập thông tin sơ cấp:
I5 -Q:/O(R1T'/03-4|43
P7'#()#*d(bk,i/43PRHJ2'4d
(. !"#$#HX78+'O(
1-W?@!A ',t(R103-4|1T'03
-;#3](]/HX78;HD
03-|(Z-'-Y(3Hd&:10123 HJ,
?#Y/O([1ZM01YY+';#,
3.3.2.1. Tổng thể và mẫu nghiên cứu:

 !"#$YU<igm#,!)5
O(R21G-f03-4< #+',H3(43
02'2)03-/O(21G-f003-=(./HD
5,H5/U(8#*+'O(Tigh.HJ,
3.3.2.2. Thiết kế nội dung câu hỏi điều tra khảo sát:
?3PHJO(101-\7bB'>
• 'Y47'>)(ZT.HJHJT
',
• '03*Xl(*<,y0M˜
"M˜?)HD˜IM˜Mz
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=! >,?@!A ' Bl !>C 