Đánh giá và nâng cao chất lượng thông tin

ii^lghien cOv
- 'frao ddi
DANH GIA VA NANG CAG CHAT LUONG THONG TIN TRONG CAC
TO CHUC CUNG CAP THONG TIN
ThS Nguyen Mmh San
Trung
Idm Thong tin Kinh
le(BIZIC)
Phdng Thuang mgi
vd
Coiii;
nghiep
Viet
Nam
(VCClj
Khdng dinh
sir
cdn thiet
ciia
viic ddnh
gid
chdt lugng thdng tin. Diem lgi sdu
tieu chi chdt
liegng
quan trgng nhdt: chinh xdc, kip thdi, phd hap, trgn ven, tin
cdy vd thdi
sif.
Be xudt mdt
phuvng pMp
ddnh gid chdt lugng thdng tin: bdt ddu
tti cdch dinh liegng bing khdo sdt khdch quan vd

chii
quan, ket thiic bing viec
xdy dung sa do ddnh gid tdng hgp. Ket qud ddnh gid dugc su dung de rd sodt lgi
hoat ddng sdn xudt vd cung cdp thdng tin cua
td
chiic nham ndng cao chdt lugng
thong
tin.
1.
Sir cSn
thiet cua viec danh gia
chat
luong
thong tin
Chat luong san pham la yeu to
quyet dinh nang luc canh tranh cua
cac doanh nghiep trong cung
linh
vuc,
thu
hiit
va giii chan khach hang, tir do,
nang cao uy tin ciing nhu vi the
cOa
doanh nghiep trong nganh. Danh gia
chSt lugng
san pham boi vay la viec
can lam cua bat
cii
td chiic nao. Thong

qua danh gia chat luong san pham,
mgt to chiic co the xac dinh tuong doi
chinh xac nhimg khuyet diem trong
san pham
ciia
minh,
tii
do, vach ra ke
hoach hanh dgng
nhSm
cai thien va
nang cao chat luong san pham. Nhin
tir goc do chat lugng, vong hoat dgng
cua mgt
td
chiic se la: San xuat
->
Danh gia chat lugng
->
Cai tien
->
San
xuat
Ddi vdi
cac td chiic hoat dgng trong
linh vuc thong tin, san pham
cHa
hg
chinh la thong tin cung cap toi nguoi
sii dung'. Khac

vdi
nhiing loai hinh
san pham khac, chat luong thong tin
rat khd danh gia lugng hda. Neu nhu
hang hda cd the danh gia qua miu ma,
dg ben, tinh nang, ; dich vu - qua do
hai ldng, trai nghiem
ciia
khach
hang ; thi thdng tin khong cd mgt
hinh hai cu the va nhieu truong hgp
khong mang lai nhung cam nhan cu
the cho ngudi
sir
dung. Neu xem thdng
tin nhu mgt ddu vdo cho qud
trinh
ra
quyet dinh cua nguai
sii
dung, vd tu
do,
dnh hudng
tdi
ket qud hogt dgng
sdn xudt kinh doanh, thi cd the xay ra
cac kha nang nhu sau:
- Thdng tin tdt + quye't dinh diing
->
ket qua tdt.

Thong tin tdt + quyet dinh sai /
khdng quyet dinh dugc
-^
ket qua xau.
'
Trong pham vi bai
vi^t
nay,
ngucn sii
dung san phlm Ihong
tin duDC
hieu
la
nguoi co nhu cau thong tin ben
ngoai td chuc
THONG TIN va Tl/LIEU -
6/2012
Nghien cuu
Trao
ddi
- Thdng
lin sai
-^ quyel
dinh sai
/
klidng quyel dinh
duoe ->
kcl qua xau.
Ngay
ca

khi
chai
Iugng
san
pham
thdng
tin
thuc
su
tdt,
nd
v&n
cd the
mang
lai kcl qua xau cho
ngudi
sir
dung, vi qua trinh ra quyet dinh mang
tinh chu quan
vk
khdng phai luc
nSo
ciing
diing.
Do
v&y,
khdng
the
danh gia
chat lugng san pham thdng tin qua ket

qua ma nd dem
lai
cho ngudi
,su
dung.
Thdng
tin
can dugc danh gia
d
trang
thai gdc
chii
khdng
ph?ii
sau khi nd da
dugc xii ly
b^ng
quyet dinh chii quan
cua con ngudi.
Viec xac dinh rg cac dac trung chat
lutrng
ciia thdng
tin, sau dd,
nghien
Cliu
each
thiic danh gia chat luong san
phim thdng tin,
Ik
thuc

sir
can thiet vi
hai ly do:
Danh
gi4
chat lugng
san
phim
thdng tin giup cho nhiing td chiic cung
cap thdng tin ngay
ckng
cd nhiing san
pham tdt hon;
- Chat lugng san pham thdng tin rat
khd danh gia chinh xac.
2.
Bi
xuat phutmg phap danh gia
va nang cao chat
luong
thdng
tin
Viec danh gia chat lugng san pham
thdng
thuoTig
bao gom hai mat (nhung
khdng chi dung lai
o
hai mat nay):
- Danh gia chat lugng til ben

ngoM:
xem xet
chSt
lugng ciia san pham cudi
ciing
d
giac
dd
phii hgp vdi cac yeu
cau
ciia
ngudi dUng.
- Danh gia chit lugng ndi bg: xem
xet chat
lugng
mdt
each
cd he thdng va
ddc lap de xac dinh xem cac
beat
ddng
vk kel qu4
lien quan den chat lugng
cd
phil hgp vdi nhiing dieu da dugc hoach
dinh hay khdng.
Do
viy,
chat lugng thdng tin cflng
can dugc nhin nhan dua trgn danh gia

ca ben
ngoki
ISn ben trong.
BM
viet
nky
sir
dung hai cum til:
- Ddnh gid khdch
quan:
Ik
danh gia
ciia ngudi sir dung thdng tin hay
bat ky
ai
khdng
nSm
trong
td
chirc hoac
khdng lien quan tdi quy trinh sin xuat
thdng tin.
- Bdnh gid
chii
quan:
\k
danh gia
ciia nhung ngudi
nSm
trong quy trinh

san xuat thdng tin.
Thdng thudng, cac td chiic se danh
gia chat lugng thdng tin theo mdt
trong
hai
each
tren
vk
cam thay khdng can
danh gia theo
each
cdn lai. Tuy nhien,
viec thim dinh chat lugng thdng tin tu
hai chieu \k thuc su cd y nghia
vi:
- San pham nhlm phuc vu vk
iif
ling nhu
ciu
cua khach hing
->
thay
ddi san pham theo danh gia ciia ngudi
su
dung
thdng thudng se giup
nang cao
chat lugng san pham.
Khach
hkng

ddi khi
khdng xac
dinh dugc chinh xac nhu ciu ciia
minh
-^
cin
danh
gia
chu quan de dua ra
nhiing san phim cd tinh ddi mdi gdp
phan thay
ddi
hSinh
vi
cila ngudi su
dung
(thi du:
thuc
tS ciia
Apple,
Facebook). Ngoai ra, nhirng danh gia
chii quan cdn
la
can cir de dua ra
c4c
quy trinh cai tien hoat dgng ve sau.
THONG TIN
va
TlTUfU
-

6/2012
ij'jgnien
cuu - Vrao doi
Phuong phap danh gia yk nang cao
chat lugng thdng tin dugc de xuit
trong bai viet nay bao gdm cac budc:
- Xay dvmg bd tieu chi danh gia.
- Xay dung ban khao sat de lugng
hda cac tieu chi va tien hanh khao sat.
- Xay
dimg
md hinh tdng hgp cac
danh gia.
- Sii dung ket qua danh gia de
rk
soat hoat ddng thdng tin.
3.
PhSn
tich cac tieu chi chat
luong
Cung nhu cac san pham vat chat can
dugc danh gia chat lugng qua cac tinh
nang
sir
dung, san pham thdng tin cin
cd cac tieu chi dac tnmg cu the de dinh
nghia chat lugng. Khi viet ve thdng tin,
mgi nha nghien
ciiu
deu dua ra nhiing

dac trung chit lugng theg quan diem
ri6ng cua minh. Trong sd rat nhieu tieu
chi chat lugng, mdt sd tieu chi quan
trgng thudng xuyen dugc de cap tdi
hon. Danh sach dudi day liet ke sau
tieu chi cd the coi la quan trgng
nhat, cung mgt vai tieu chi khac, trich
ra til cac nghiSn cliu cua Bailey &
Pearson [1], Fox va cac tac gia
kliac
[2], Klobas [3], Lucey [5],
O'Brien [6], Olaisen [7], Rainer &
Watson [8], Sadagopan [9],
Seddon [10], va Taylor [11].
3.1.
Chinh xdc (Accuracy)
Theo Bailey & Person, Fox vd cdc
tdc gid khdc, Klobas, Lucey,
O'Brien,
Rainer & Watson, Sadagopan,
Seddon, Taylor- do chinh xdc cua die
lieu vd thong tin cho thdy
nhrmg sif
vdt
hoac
sit
kien thuc
dugc
mo td lai gid'ng
no tdi

miic
ndo.
Kill
dua do chinh xac
ra 1km mdt tieu chl chat lugng cua
thdng tin, moi
tkc
gia dlu dat nd g dau
danh sach. Hien nhifin, do chinh xac
trd
thknh
tigu chi quan trgng nhat ciia
mdt thdng tin chat lugng.
O thdi dai ma may tinh la cdng cu
phai cd de xii ly dil lieu va thdng
tin,
thi do chinh xac ciia thdng tin phu
thudc nhieu vao dd chinh xac cua dil
lieu. Trong gidi thdng tin cd mdt cau
tam
dich
la "rac vao, rac ra" (Garbage
In, Garbage Out), vdi ham y rang, neu
da lieu thu thap sai thl dudi su xii ly
hoan
tokn
may mdc ciia he thdng,
thdng tin dua ra chac chan cung hdng.
Vi
vSy,

khi thdng tin dau ra sai lech,
can kiem tra lai dg chi'nh xac cua du
lieu diu vag. Khau thu
thtp
du lieu
cflng cin dugc dau tu thich dang de cd
dugc nhflng du heu ban dau chinh xac.
3.2. Kip thai (Timeliness)
Theg Bailey' & Person, Lucey,
O'Brien, Rainer & Watson,
Sadagopan, Seddon- do kip thdi
ciia
du
lieu vd thdng tin
Id
ky vong cua
nguoi diing
vi
su
s&n
sdng cua thong
tin vdo thoi diem md ho cdn. Vdi
nhung su kien binh thudng, thdng tin
cang dugc cap nhat nhanh thi cang kip
thdi vdi nhieu ngudi diing hon. Vdi
nhiing su kien dinh ky, thdng tin dugc
ckp
nhat dung thdi han dugc coi la kip
thdi.
THONG

TIN
va
n;
UEU
-
6/2012
iflghien
citu - Vrao ddi
Thi trudng
tki
chinh qudc
16'
Ik
noi
mk su
kip
thdi cua thdng
tin
dugc
danh
gia
quan trong hkng diu, ngang
vdi dd chinh
xkc.
Cac thdng
lin
bit
ngd, nhu su can
thifip
cua ngan hkng

trung uong cac
nude,
ludn dugc cd
gkng cap nhat sdm nhat. Cac td chiic
tai chinh ldn, nhu ngan hkng, ludn
dugc bidt nhihig thdng tin nky sdm
nhit (do tre tinh bang giay) qua cac he
thd'ng
truyfin
tin rieng nhu ciia Reuters
hay Bloomberg. Nhung thdng tin dinh
ky bit budc phai tuan theo mdt lich
cdng khai. Chang han, thdng tin ve
bang lugng phi ndng nghiep (Nonfarm
Payrolls) cua My cd tac ddng rit ldn
len thi trudng qudc te ludn dugc cung
cip vac ngky
thii
Sau ciia tuan diu
tien trgng thang, vk thdng thudng vao
luc 12h30 GMT (19h30 Viet Nam).
3.3.
Phil
hop
(Relevance)
Bailey
&
Person,
0
'Brien,

Olaisen,
Rainer
&
Watson,
Sadagopan,
Seddon
cho rang
tinh
phd hop
ciia dU
liiu vd
thdng tin
Id
dd lien quan
ciia
nd ldi
cong viec cua nguoi
diing.
Thdng tin
cang cd lien quan mat thiet tdi cdng
viec cua nguoi diing thi cang phfl hgp.
Ddi vdi nhung thdng tin cd vai trd
quan trgng tdi viec ra quyet dinh cua
lanh dao, tinh phu hgp
Ik
tieu chi quan
trgng tugng duong vdi do chinh xac,
vi
khdng ai cd the ra quyet dinh vdi
mgt thdng tin khdng he lien quan tdi

van de dang cin dugc giai
quyft.
Cac he thdng thdng tin xu ly bang
may tinh cd thl cho ra nhflng
thdng tin
rit nhanh vk chinh xkc, nhung
lai hoan
tokn khdng lien quan tdi nhu ciu cia
ngudi
sii'
dung, don giin vi dii
lieu
hokc thdng tin phil hgp khdng cd
sin
trong
h^
thdng. De cd thi cung cap
dugc thdng tin
phti
hgp vdi tiing ngudi
dflng, viec phan loai ngudi dflng phai
dugc thuc hign ky ckng vk
ti
mi.
Ngudi dflng can dugc phan loai theo
nhu cau sii dung thdng tin, chu khdng
theo bit
cu-
tieu chi gi
khkc.

Vdi
nhiing
he thdng
tir
ddng hda cag, cdng nghe
khai thac
dH
lieu (data mining) cd the
dugc su dung
di
thu thap du lieu ca
nhkn
cflng nhu thdi quen su: dung
thdng tin cua ngudi dflng. Khi hieu
diy
di
ve hanh vi cua ngudi dflng, to
chiic cd the dua vko do thu thap nhflng
dir ligu lign quan tdi cdng viec cua
hp,
va tii dd, cung cip nhiing thdng tin
phfl hgp.
3.4.
Trpn
ven
(Completeness)
Bailey & Person, Fox vd cdc tdc
gid khdc, Lucey, O'Brien, Olaisen,
Sadagopan chg rang su
tron

ven
cua
dit
lieu
vd thong tin
Id nhiing
ky
vong
cua
ngudi diing
ve
cdc thuoc tinh duac
cung cdp. Bit ke ky vgng ciia ngudi
dflng nhieu hay it, thdng tin dugc coi
Ik
diy du khi hg dugc cung cap du
nhflng gi ho mong dgi.
Ndu mdt ngudi dung mudn cd
thdng tin ve mdt doanh nghiep vdi
Tgn, Dia chi, Dign thoai, va Ban lanh
dao,
thi thdng tin dugc coi
Ik
trgn ven
THONG
TIN va TU'UEU-6/2012
jVghien
cuu - Trao ddi
khi bd'n tieu chi dd dugc cung cip diy
dii.

Mdi ngudi dflng
eg
nhu ciu ve
thdng tin khac nhau, vi vay su trgn
ven cua thdng tin do ngudi dung danh
gia phu thudc hokn loan vko nhu cau
cua hg. TCr gdc dd tg chiic cung cap,
du-
lieu va thdng tin can dugc chuin bj
sin skng vdi cang nhieu thugc tinh
cang td't. Td chiic cd the tu coi thdng
tin ciia minh la day dii khi thiy khdng
cdn thudc
tinh
nag cd the bd sung vko
thdng tin nfla.
3.5. Tin cdy (Reliability)
Bailey & Person, Lucey, O'Brien,
Olaisen, Taylor cho rang do tin cdy
ciia
du lieu vd thdng tin
Id
su tu tin
cua ngirdi diing ddi vdi nguon cung
cdp thdng tin. Ddi vdi ngudi dung
quen thugc, hg cam thiy tin cay khi
biet ring thdng tin da tflng cd chit
lugng tdt trong qua
khu-,
hoac biet rat

rd ve td chu'c, tham chi cd quan he vdi
td chiic. Dd'i vdi ngudi dflng mdi,
sir
tin
c§y
cd the cd khi td chiic cd uy tin
nhat dinh trong nganh thdng tin.
Bit
ky ngudi dflng nao cflng mudn
cd thdng tin tir nhiing ngudn tin cay,
trii nhiing trudng hgp dac bigt nhu khi
viec tiep can ngudn hgac chi phi lay
thdng tin vugt qua
khk
nang. Dd tin
cjy,
do dd, vira
Ik
thudc tinh cua thdng
tin, vua
Ik
tigu chi cin dat dugc ciia
mgt td chuc thdng tin. Nhin dudi gdc
dd san pham, td chiic cin tim cac
ngudn da ligu tin
cky,
phat trien cac
phucng
phap vk quy trinh xii ly thdng
tin chuan muc, de cd the cho ra thdng

lin lin cay. Nhin
duoi
gdc do dich vu,
id
chuc cin xac dinh chi
tie!
nhu cau
ciia ngudi dflng de' cung ung cac djch
vu thdng tin thoa man cac nhu ciu dd,
vk quan trgng hon, duy tri dugc
sir
thda man ciia khach hkng theo thdi
gian.
3.6. Thdi
sir
(Currency)
Theo Bailey & Person, Fox vd cdc
tdc gid khdc, Klobas, Taylor- tinh thai
su
ciia dii lieu
vd thdng tin cho biet nd
con phdn dnh duac su vdt hay su kien
hien thoi nita hay khong. Vi thg' gidi
khdng ngflng thay ddi, dac biet la cac
su kien kinh te-xa hdi, ngn thdng tin
trgng qua
khii
thdng thudng khdng
phan anh chinh xac cac dieu kien hign
tai nfla. Trong mdt so trudng hgp, tinh

thdi su cd the ddng nhit
voi
tinh kjp
thdi,
khi thdng tin cin dugc cap nhat
hen tuc
&i
phan anh nhung su kien cd
do bien ddng cao.
Nhiing
sir
kien cd tin suit bien
ddng ckng cao thi tinh kjp thdi vk tinh
thdi su cang ddng nhit vdi nhau.
Chang han, dganh nghigp A mudn
nhan thdng tin ve ty gia vko 9h sang
hang ngky, vk thdng tin dugc gui tdi
chinh xac vac 9h sang, thi dd
Ik
thdng
tin kip thai. Nhung dd rat cd the khdng
phai la thdng tin thdi su, neu nhu dil
lieu ty gia dugc thu thap
liic
8h30,
nhap vag he thdng, xu ly, san xuat
thknh ban tin va giii tdi ngudi dung
vao 9h; vi trong khoang 30
phiit,
ty

IHONG
TIN
va TU'UEU - 6/2012
iMghien
cuu - Vrao ddi
gia da thay ddi. Luc nky, A cd tin rat
kip thai
nhmig
khdng cdn
ihdi
su nfla,
nghia
Ik
thdng lin dd vd
giS
Iri.
Nhflng su
kien
cd lan suit bien
ddng cang thap
Ihi
linh kip thdi vk
linh thdi
su-
Ik
hai lieu chi khac biet rat
rd
rkng.
Chang han, thdng tin ve dgt
bkn hing ciia doanh nghigp B tfl 1/12

den 15/12, ne'u dugc cung cip trudc
dgt khuyen
mai
se duoe cci
Ik
vua kjp
thai, vita
tli&i
sir.
nhung neu dugc
cung cip trong khi dgt khuyen mai
dang dign ra, thi
mkc
dfl khdng cdn
dugc cgi
Ik
kip thdi nfla, nhung vin
mang tinh
tlidi
su.
3.7. Mdt
sdtieu
chi khdc
Siic tich (Conciseness)
Bailey & Pearson, Rainer &
Watson cho ring thdng tin cd sue tich,
cd dgng hay khdng? De tiep nhan
cflng mdt lugng thdng tin, ngudi dflng
cd khuynh hudng mudn phai dgc/nghe
cang it cang td't. Dd'i vdi thdng tin dien

tii,
dung lugng cua thdng tin cang nhd
cang td't.
Dane thiic (Form & Format)
Theo Bailey & Pearson, Olaisen-
thdng tin cd dugc trinh bay d dang
thuc phfl hgp vdi ngudi dgc, vk phu
hgp vdi tinh chat cua thdng tin dd
khdng? Thi du: ngudi dflng cin dgc
giay se mudn thdng tin g dang ban in
hoac thdng tin dien tii dugc dan trang
cho in in; cd nhung thdng tin phu hgp
vdi viec trinh bky trong mdt bai vidt,
nhung cd nhung thdng tin lai phu hgp
di;
trinh
bky trong bing.
Dg hidu (Understandabilitv/
Comprehensiveness')
Lucey vk Taylor de cap den- Thong
tin cd de hieu khdng? Cach trinh bay
thdng tin cd dg
hieu
khdng?
Bin
ihkn
thdng
tin
cd dl hieu hay
khdng hokn tokn phu thudc vko ngiroi

dflng, do dd tieu chi nky cd lign
quan mat thiet vdi tigu chl Phfl hgp
(Relevance) vk cd the dugc dflng de
kiem tra chec nhau. Thi du: mdt Giam
ddc Nhan su se thay cac bao cao tai
chinh rat khd hieu, vi cac thdng tin nay
thuc ra dknh cho Giam ddc Tai chinh.
Nhung neu ban chat thdng tin cd hen
quan mat thiet vdi ngudi dflng (dd phii
hgp cag), nhung ngudi dung lai cam
thiy thdng tin khd hieu (do dl hieu
thip),
thi vin dl se do
each
trinh bay
thdng tin phuc tap hoac khdng rd rang.
Ngoki
ra cdn nhiing tieu chi khac
nua nhu:
- Khd ndng truv cdp
lAccessihiliPi):
thdng tin cd
sin
skng, hokc cd
thuSn
lign, cho ngudi su dung truy
ckp
khdng?
Khdch quan
(Ohiecliveness):

thdng tin cd phan anh diing thuc te
khdng (ddng nhit vdi dd chinh xac),
cd bi y kien chii quan ciia ngudi lam
tin thay ddi di khdng?
Nhdt qudn (Consistency): thong
tin giu'a cac bd phkn trong ndi bd to
chuc cd nhat quan vdi nhau khdng?
THONG
TIN va Tir LIEU-6/2012
aiighien
cuu - Vrao doi
Tuy thudc vao dac thfl thdng tin, thj
trudng, hoac nhu ciu danh gia, td chuc
cd the chgn loc trong danh sach tren
nhflng tieu chi phu hgp, hoac thgm
vao cac tieu chi khac dl cd thl phan
anh dugc diy dii chat lugng thdng tin
ciia minh.
4.
Phuong phap
Imjng
hda quy
trinh danh gia
Muc dich cud'i ciing
ciia
viec
lugng hda la the hien cac tieu chi
bing con sd'. Vi thdng tin
Ik
pham

trii khd do de'm, ngn vigc tinh loan
se gap nhilu khd khan. Nhiing tieu
chi nhu do chinh xac hoac lugng
thdng tin hoan tokn cd the udc lugng
dugc,
va tii dd, xay dung cac cdng
thu'c tinh tgan, tuy nhign, cdng vigc
cd the
phu'C
tap hgac tdn kem vugt
qua kha nang cua nhieu td churc. Vi
vay, bai vie't nky chi dl cap tdi mdt
phugng phap don gian nhat: 1km
khao sat liy y kie'n danh gia ciia
ngudi su: dung thdng tin (danh gia
khach quan) va ngudi tham gia san
xuit va cung cap san pham thdng tin
(danh gia
chii
quan). Vi c 5 hai dd'i
tugng khao sat khac nhau, ngn tfly
tflng tieu chi cu the, ngudi danh gia
se phai thidt kg' cac cau hdi khac
nhau chg phfl hgp.
Cac tieu chi nko se dugc danh gia
hoan toan phu thudc vao nhu cau
cua td chiic cung cap thdng tin.
Chang han, tigu chi 3.4 khdng phai
luc nao cung thich hgp de 1km khag
sat

dien
rdng. Mdt sd tieu chi mdi
cung cd the dugc xay dung cho phu
hgp vdi td chiic hoac muc dich
ciia
khko
sat.
Ban khao sal cd the dua tren nhflng
cau hoi tdng quat cua tung
lieu
chi nhu
da neu g phin 3. Mdi tieu chi cung cd
the dugc chia nho thknh nhieu ciu
phin chi
tie't
hon de cd the djnh nghia
dugc chinh xac hon. Mdi cau phin
dugc gan mdt trgng so, tdng ta't ca cac
trgng sd bing 1 (100%). Thi du: Khd
ndng truy cap cd the dugc danh
gia
theg:
A. Thdng tin cd dl tim / djnh vi
khdng? (0.2)
B.
Khi tim thay thdng tin, cd dg
dkng tiep can dugc vdi td chiic cung
cap thdng tin hoac ngudn thdng tin
khdng? (0.4)
C. Khi tiep can dugc, thdng tin cd

di phan phat (chu quan) hoac cd di
lay vi khdng (khach quan)? (0.4)
Gia sir A dugc chc diem 9 (rat dl
tim),
B dugc cho diem 4 (khd tiep
can),
vk C dugc cho diem 9 (rit di
phan phat / lay ve), thi diem
dinh lugng cua Khd nang truy cap,
tinh
theo trung binh trgng sd, se
Ik:
9x0.2 + 4x0.4
-I-
9x0.4 = 7.
5. Danh gia tdng hgp
Sau khi tit ca cac tieu chi da dugc
lugng hda tren ca hai giac dd khach
quan vk chu quan (sd lugng tieu chi va
each
lugng hda hoan tokn tfly thudc
THONG TIN va TU'UEU -
6/2012
Ngliieii
cuu -
I'lao
doi
vko td chiic cung cap sin pham Ihdng
lin),
chung se

duoe
the hien dudi dang
sau:
Ten lieu chi (x y)
TronE dd: x \k
dicm
danh
iiui
khach
quan vk y
Ik
diem danh
gik
chu quan.
Ckc
ligu chi sg dugc bieu diln
chung tren Hinh 1 de ngudi danh gia
cd cai nhin tdng
qukt
ve chit lugng
thdng tin
lu'
ca hai giac do.
(HI A lOI
(l<liacli
quan}
TOT
CHI A
TOT
(chu qiiaiil

DO
Daub gia Kitaclt«iuatt
TOT
Hinh 1:
Sadd ddnh gid
chdt luang thong tin tdng hap
Tren bieu dd,
true
hoknh the hien
gia tri cila danh gia khach quan,
true
tung the hien gia tri ciia danh gia
chO
quan. Mdi
true
cd the bieu thi cac
thang gia tri: td 0 hoac 0% (do) toi
1
hgac 100% (td't);
tu'
0 (dd) tdi
10
hoac
100
(tdt) - tfly thudc vko
each
lugng
hda trong bang khao sat.
Trong
bM

vilt nky, cac thl du dugc
quy vl thang diem tii 0 den 10.
THONG TIN va
TIT
UEU - 6/2012
u-jghien
cuu - Vrao ddi
Bieu dd dugc chia thanh bdn phin,
giag nhau
o
diem trung binh (5 5):
- Phin Td't: ca danh gia khach quan
lin chii quan ve mdt tigu chi dlu cd
dilm tren 5
- Phin Chua tdt (khach quan): danh
gia khach quan cho diem dudi 5, danh
gia chu quan cho diem tren 5
Phin Chua td't (chii quan): danh
gia khach quan cho dilm trgn 5, danh
gia chu quan cho diem dudi 5
- Phin Dd: ca danh gia khach quan
lin chii quan vl mdt tigu chi dlu cd
diem dudi 5
Y nghia cua cac thi du trong hinh ve
la:
- Tinh kip thdi (6.5 8) - TOT: ngudi
sii dung danh gia d
miic
kha (6.5), td
chiic thdng tin danh gia d miic tdt (8)

- Bo tin cdy (2 8.5) - CHUA TOT:
ngudi su dung cam thay rat khd tin
cay vko thdng tin hoac td chiic cung
cip (2), trgng khi
chinh
td chiic lai cho
ring minh hoac thdng tin cua minh rat
dang tin cay (8.5)
- Bd
sue
tich (7.5 1.5) - CHUA
TOT: ngudi su: dung cho rang thdng
tm
sue
tich (7.5), nhung td chiic chg
rang thdng tin cua minh vin
quk
rudm
ra (1.5)
- Khd ndng truy cdp (3 4) - DO: ca
ngudi sir dung (3) lin td chuc (4) dlu
cho ring thdng tin khd truy ckp.
Tdng quat nhat, khi ckng cd nhilu
tieu chi roi vao d TOT, chit lugng
thdng lin cua
id
chuc cang ldl.
6. Su dung ket qua danh gia de ra
scat hoat dpng thong tin
Khi da hoan tat bilu dd danh gia

tdng hgp, td chuc cd the can cir vao dd
de rk soat lai hoat ddng thdng tin vk
tim
each
nang cao chat luong san
phim cua minh (Hinh 2).
Miic
dich
cudi cflng
Ik
hudng cac tigu chi tdi
chat lugng A, dilm tren cflng phia ben
phai cua bieu dd, ngi ca ngudi su dung
lin nha cung cip dlu danh gia rit td't
vl chat lugng thdng tin.
Thuc chit cua qua trinh rk soat Ik
tim nguyen nhan gd'c ciia nhung danh
gia kem (dudi 5), hoac su chgnh lech
qua nhieu giu'a danh gia khach quan
va ehii quan (chgnh
Igch
tu 2.5 diem
trg len cd the dugc coi
Ik
nhieu, tu 5
dilm trd len cd the dugc coi la qua
nhilu).
Cd hai trudng hgp chgnh lech:
- Bdnh gid
chii

quan qud cao so vdi
ddnh gid khdch quan: cin nghign cuu
lai nhu ciu cua ngudi su dung, djnh
nghia lai vl chat lugng thdng tin trong
ndi bd. Neu tin tudng vko danh gia
chii quan, td chiic ed the mdi ben thu'
ba kilm dinh lai chat lugng. Neu
kit
qua kiem dinh ddc lap thd'ng nhat vdi
ket qua danh gia chu quan, td chu:c cin
cd chien luge djnh hudng lai hanh vi
cia ngudi sir dung.
Thi du: trcng khi ngudi su: dung da
qua quen vdi viec truy cap tin qua
web,
tai vl cac file van ban dang phd
THONG
TIN
va
TU'UEU
- 6/2012
t'lghien
cuu - Vrao ddi
thdng de doc vk in, thi cdng ty A lai
phat trien mgt phin
mem
cd kh;i
nkng
kcl nd'i
true

tie'p vdi may ehu cdng ty
va tu ddng cap nhat Ihdng tin chg
ngudi sir dung lheo
Ibdi
gian thuc.
Ngudi dflng, vdi thdi quen cu, se thay
Khd ndng
iriiy
cdp thdng tin khd khan
hon (phai cki phin mlm, du
lii;u
khdng tuong thich vdi cac phin mem
vkn
phdng, ). Cdng ty A, vdi vai trd
la ngudi khdi xudng cdng nghe mdi,
;in chic ring
each
truy cap mdi thuc
chat se cai thien dang ke
Khd
ndng
truy cap thdng tin. Vi the, cdng ty can
td chiic nhirng hoat ddng tuygn truyin,
dko tao de tao lap thdi quen mdi cho
ngudi su dung.
-
Ddnli
gid khdch quan qud cao so
vdi ddnh gid
chii

quan: trong nhieu
Irudng
hgp, dilu nky Ik td't vi nd phan
anh su nghigm khkc vdi ban than ciia
nh;i
cung cap
dich
vu. Nhung cho
dii
Ik
trudng hgp nko,
viec
rk soat lai cac
quy trinh thdng tin ndi bg vSn
Ik
cin
thiet de phat hien kip thdi nhiing thilu
sdt trong quin ly (ddi khi bat dong
giira cac khau san xuat hokc bit man
trong cdng viec cflng din tdi danh gia
tieu cue vl chit luong san pham) hokc
nhflng sang kien mdi nhim nang cao
chat luong thdng tin nhu mong mudn.
To chirc
Danh gia
chu
quan
Danh gia
khach quan
Danh gia long hop

T
So sanh, Ra soat
Ngirdi
sir
dung
Hinh 2: Quy trinh hoat dgng thong tin hudng tdi chdt
luang
7.
Ket luan thdng tin. Viec danh gia chit lugng
Danh gia chat lugng san pham mdt san pham hokn toan vd
hinh
la rat
thdng tin la can thiet cho mgi td chiic khd, nhung vin cd the thuc hien dugc
hoat dgng trong
linh
vuc cung cip neu td chirc hieu ro san phim ciia
THONG TIN va TU'UfU - 6/2012
hien
cuu -
Vrao
ddi
minh vk xay
dimg
dugc quy trinh cung
nhu cac tidu chi danh gia hgp ly.
Vdi cac dl xuat trong bki viet nky,
cac td
chu:c
cung cap thdng tin cd the
bat diu cdng vigc danh gia chat lugng

san pham d
miic
don gian, vk tung
budc hokn thien quy trinh dd theo thdi
gian. Cac td chiic ldn vdi ngudn luc
ddi dko danh cho nghien ctru vk phat
tnen se cd kha nkng xay dung cac tieu
chi tinh tgan cu the, khach quan va
chinh xac hgn phuong phap khao sat
da dl cap. Vdi cae doanh nghiep ldn
ngoai ngknh thdng tin, khi thdng tin
trd thknh nhan td quan trgng quyet
djnh higu qua hgat ddng ndi bd cflng
nhu
kit
qua san xuat kinh doanh,
each
lam luong
tU'
cung cd thl dugc ap
dung de danh gia chat lugng thdng tin
ndi bd.
Bki viel chi mang tinh ggi y chung
vk dg xuit so
luge
mdt so phuong
phap cd thl thuc hien cho mdt cdng
viec cd tim quan trgng ldn vk khdng
the thieu trong cac td chuc. Vi the, khi
tie'n

hanh danh gia djnh lugng chat
lucmg
thdng tin, cac td chiic cin thknh
lap td cdng tac chuyen trach de nghien
ciru van dl sau hon theo thuc te cdng
viec,
dac biet
Ik
dac thu ciia san phim
va ngudi sir dung cua minh.
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E.
and Pearson, Sammy
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2.
Fox,
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Levitin,
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Redman,
T.C. Data
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O'Brien, James A. Management Informa-
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The
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Seddon, Peter B.
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Taylor, Robert S. Value-added process-
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TU'
UEU
-
6/2012
13