CHƯƠNG TRÌNH TRÌNH ĐỘ ĐẠI HỌC NGÀNH ĐÀO TẠO: KINH TẾ HỌC QUẢN TRỊ KINH DOANH ĐỀ CƯƠNG CHI TIẾT MÔN HỌC: QUẢN TRỊ CHẤT LƯỢNG

 
  !"#$%&$'()*)+!
CHƯƠNG TRÌNH TRÌNH ĐỘ ĐẠI HỌC
NGÀNH ĐÀO TẠO: KINH TẾ HỌC & QUẢN TRỊ KINH DOANH
ĐỀ CƯƠNG CHI TIẾT
MÔN HỌC: QUẢN TRỊ CHT LƯ!NG
Mã số:
Số TC: 2 ,-./0-.1
NGƯỜI PHỤ TRÁCH:
- )2345(46(7*)8(7
- )239:();<=&>(7
BỘ MÔN PHỤ TRÁCH:
;)&?@9A(4BC;<()D@9E!D/4FG(7'!H(7
I. ĐIỀU KIỆN TIÊN QUYẾT.
&I(!?&!J#/KI!L9JMM)E(7NO/(79PO(QRM)E(7NON<()MD/S9P)&'!)M9PD(MT()/N<()
MDU<=VU>N<()MDUW=V3
II. MÔ TẢ MÔN HỌC.
6!#)5(!9(7!J#!I!NXM)9"MFY!QFZ(7/)<[9!)\()=V)]())H<S9P= M#)F^(7
M4]()/!I!)#)_(MT!)MT()`+(7`a(Ub=cMNXM)9"M!d(7()FN<()MD!e?=V)]()36!
#)5(!8(M4?(7fB!)&L<()U<O(!I!)M)g!U"(hi(7!I!!V(7!i#)_(MT!)`B()QFZ(7
U>&= MLEUJ(`bN<()MD/S9A(M4BN<()h&?()!^fA(M4O(!^LjLkhi(7#)5(=b=
!)9PO(hl(7U>!^LjhmQ<[9!e?<[M?=3
 ;)I<S9IMUbN<()MDQFZ(7n
 V)]())H<S9P)?<f<D(n
 V)]())H<S9Pof<D(-FY!QFZ(7U>N<p=`B()7<AM)<DMn
 V)]())H<S9Pf <-FY!QFZ(7U>N<p=`B()7<AM)<DMn
 H<S9PUY<f<D(7<An
 I!U<#)'=!e?7<AM)<DM-,`?! (7M9PD(/#)F^(7L?<M)?P`q<U>M%MF^(7
S9?(13
III. MỤC TIÊU, YÊU CẦU MÔN HỌC:
.3 Mục tiêu:

.r.s
C Kiến thức:V()6!!9(7!J#)[M)E(7!I!N<D(M)g!!^fA(
`pFY!QFZ(7= M!I!)`+(7`a(!I!S9?()[N<()MD/N<p=`B()7<AM)<DMUb!I!
=E<S9?()[N<()MD34O(!^Lj`t`F?4?=V)]()#)l)Z#UY<M)%!MD/#)A(I()
`FZ!fA(!)JM!I!S9?()[N<()MD3V)]()Lu`FZ!hl(7M4&(7#)_(MT!)/h%fI&
U>)&'!)`B()!)T()LI!)3
C Kỹ năng:2?9N)<)6!K&(7=V()6!/)6!L<()!tN<D(M)g!
QRM)9PDMU>NX(v(7K_Ph%(7=V)]()= M#)F^(7M4]()UY<!I!M]())9E(7N<()
MD!^fA(-FY!QFZ(7`FZ!!I!)>=!9(7/!I!)>=!59/)>=Mq(7!)<#)T3<DMLk
hi(7= M#)5(=b=!)9PO(hi(7UbM)E(7NOU>N<()MDQFZ(7-wwx2/2*22
o3 Yêu cầu:
7&><M)G<7<?()6!M"#M4O(QY#/)6!U<O(#)A<M"#M49(7(7)<O(!g9/U"(hi(7()m(7
N<D(M)g!!e?=V()6!U>&Q>=f><M"#/N<p=M4?U>M)<
3. Cụ thể:
y.f><M<p9Q9"(,)H<S9P`?f<D(1
,f><M<p9Q9"(N)&A(7.yM4?(7`I()=IP#)_(MT!)NDMS9A1
- q(7LEM<DM-z{M<DM,|1
- 2EM<DM7<A(7-|y
- FY(7h}(M%)6!U>f><M"#-.{M<DM
Chương Nội dung
Tổng
số tiết
Giảng
bài
Hướng dẫn tự
học, thảo luận
Kiểm tra hiểu bài
(câu hỏi dạng trắc
nghiệm)
Thi

(KT)

I!N)I<(<[=!^fA(!e?=V
)]())H<S9P)?<f<D(
| | y

Y!QFZ(7U>N<p=`B()7<A
M)<DMM4&(7=V)]())?<f<D(
.o ~ z
 V)<•())H<S9Pf < .{ € s

V•<S9PUY<f<D(` !Q"#U>
f<D(7<A
.o ~ z
 I!U<#)'=7<AM)<DM | o .
Cộng 45 30 15
IV. NỘI DUNG CHI TIẾT MÔN HỌC:
CHƯƠNG I: QUẢN LÝ CHT LƯ!NG
or.s
BÀI 1: BÀI MỞ ĐẦU (4T)
.3.3BM4T!)JMQFZ(7M4&(7!'()M4?()M&>(!59
.3o3@9A(M4B)JMQFZ(7M'<<[M?=
.3|3 MLEN)I<(<[=Ub!)JMQFZ(7-
.3z3c!`<p=!)JMQFZ(7-
.3{3<IM4BLkhi(7,T())m9hi(71
.3s3@9IM4]())]()M)>()!)JMQFZ(7-
.3•3I!PD9MEA())Fj(7
.3~3)<#)T!)JMQFZ(7,*1
BÀI 2: TỔNG QUAN VỀ QUẢN TRỊ CHT LƯ!NG VÀ TQM – TOTAL
QUALITY MANAGEMENT (4T)

o3.3B!)LkCf><)6!N<()(7)<[=!e?S9A(QR!)JMQFZ(7C@
o3.3 3B!)Lk)]()M)>()S9IM4]()S9A(QR!)JMQFZ(7
o3.3o3@9IM4]())]()M)>()U>#)IMM4<p(S9A(QR!)JMQFZ(7-`FZ!M)p)<[(M)‚&L^`H
L?9-
o3o3><)6!N<()(7)<[=UbS9A(QR!)JMQFZ(7U>@9A(QR!)JMQFZ(7
BÀI 3: CÁC PHƯƠNG PHÁP QUẢN TRỊ CHT LƯ!NG (4T)
|3.3;<p=M4?)JMQFZ(7$,(L#‚!M<&(1
|3o3;<p=L&IM!)JMQFZ(7$@,@9?Q<MP&(M4&Q1
|3|3A=fA&!)JMQFZ(7$@,@9?Q<MPLL94?(!‚1
|3z3;<p=L&IM!)JMQFZ(7M&>(h<[($@,&M?Q@9?Q<MP&(M4&Q1
|3{3@9A(QR)JMQFZ(7M&>(h<[($@,&M?Q@9?Q<MP?(?7=‚(M1
BÀI 4: QUẢN LÝ CHT LƯ!NG TOÀN DIỆN – TQM (4T)
z3.3;)I<(<[=U>=i!M<O9!e?@
z3.3.3;)I<(<[=@
z3.3o3i!M<O9@
z3o3)g!(v(7!e?@
z3o3.3&'!)`B()!)JMQFZ(7
z3o3o3;<p=L&IM
z3o3|3A<M<D(
z3o3z3)<[=Ui-
z3|379PO(Ma!!e?@
|r.s
z3z3c!`<p=!e?@
z3{3>=LE!)JMQFZ(7,@

1
 Bài tập chương 1 ở lớp:
Bi 1.13ƒ9E(`A=fA&!)JMQFZ(7LA(#)„=)…PN<p=M4?NXM†(7fFY!M4&(7S9IM4]()
LA(K9JM‡3…P#)_(MT!)()"(`B()(>PU>!)&f<DMRN<D(()"(KˆM!e??()r!)B‰
Bi 1.234&(7!I!()_(ME-?4N‚M<(7/&(‚P/?M‚4<?QL/‚M)&hL/?!)<(‚L3'(!)6(

()_(ME(>&`FZ!!)&Q>S9?(M46(7()JMA())Fj(7`D(!)JMQFZ(7‰<A<M)T!)‰
Bi 1.33ƒ)JMQFZ(7!5(#)A<h%?M4O(()m(7M<O9!)9„(`…`FZ!)&>(M)<[(fj<!I!
S9E!7<?!tM4]()` #)IMM4<p(!?&()JMM4O(M)D7<Y<UbN<()MD/!V(7(7)[/N)&?)6!NX
M)9"M‡3…P!)&f<DMRN<D(()"(KˆMU>7<A<M)T!)‰
Bi 1.43@!)ePD9()Š=-
?1 ;<p=M4?!)JMQFZ(7M)>()#)„=
f1 <A=!)<#)T
!1 &'!)`B()S9IM4]()!9(7!J#U>fI()>(7
h1 A<M<D(/`q<=Y<LA(#)„=
‚1 ;<p=L&IMS9IM4]()N<()h&?()
…P!)6(#)F^(7I(`+(7U>7<A<M)T!)
Bi 1.534&(7LE!I!()_(MEL?9`_P-
?1 v(7Q%!M><!)T()
f1 ?&` (7M4‹/N)&‹/`V(7`+!
!1 *)F^(7M)g!S9A(7!I&J(MFZ(7
h1 IP=t!M)<DMfBMEM
‚1 *)F^(7#)I#S9A(QR
)_(ME(>&A())Fj(7QY(()JM`D(!)JMQFZ(7U>)<[9S9AN<()h&?()‰
Bi 1.63…P!)&f<DMN)I<(<[=Ub!)JMQFZ(7ME<F9‰)&UThiM)%!M<Œ(Ub= MLA(
#)„=M)V(7hi(7`FZ!!)&Q>ME<F9‰
Bi 1.7 MLEUJ(`bM4&(7#)I#Q9"M)<[()>()M'<<[M?=Q>= MM4&(7()m(74>&
!A(!)&#)IMM4<p(N<()MD/Q>=Mv(7!)<#)T„(!)&()>`59MF3…P#)_(MT!)U>!)&UThi
=<())&'3
 Bài tập chương 1 về nhà
Bi 1.13)JMQFZ(7/()](!)9(7Q>= MN)I<(<[=`B()MT()N)t!tM)pQFZ(7)&I`FZ!3
)"(`B()(>P!t`+(7N)V(7‰'<L&?‰
zr.s
Bi 1.23@•Ž7<+#h&?()(7)<[#LA(K9JMU>fI()>(7N)V(7!5(N)&M4m)>(73
)‚&f'(!t`+(7N)V(7‰
Bi 1.33V(7hi(7!e?LA(#)„=Q>M)9 !MT()S9?(M46(7()JMN)<D(N)I!))>(7!)6(

=9?LA(#)„=3)‚&?(),!)B1`<b9`t!t`+(7)?PN)V(7‰<A<M)T!)U>!)&UThi=<()
)&'3
Bi 1.43ƒ;<p=M4?!)JMQFZ(7LA(#)„=M4&(77<?<`'&(!9E<!l(7!e?S9IM4]()LA(K9JM
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TÀI LIỆU THAM KHẢO:
CHƯƠNG II:
BÀI 5: CHU TRÌNH DEMING, QUẢN LÝ CHỨC NĂNG NGANG VÀ NHÓM
CHT LƯ!NG (4T)
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.y3|3.|3&'<f¡LA(#)„=N)V(7#)l)Z#
.y3|3.z3;)a!#)i!/#)8(7(7†?
.y3|3.{3D#h¬/QF9N)&/fA&S9A(/7<?&)>(7
.y3|3.s3;<p=L&IM)HL^!)JMQFZ(7
.y3|3.•3I()7<I!)JMQFZ(7( <f
.y3|3.~3>&M'&
.y3|3.€3B!)UiNXM)9"M

BÀI 11 : QUẢN LÝ NHÀ NƯỚC TẠI VIỆT NAM VỀ CHT LƯ!NG HÀNG
HOÁ VÀ DỊCH VỤ
3.3?<M48!e?()>(FY!`E<UY<)&'M` (7S9A(QR!)JMQFZ(7
3o3'<<[M(?=
3o3.3i!`T!)
3o3o3)<D(QFZ!!)JMQFZ(7
3o3|3<[(#)I#
 Bài tập chương 3 ở lớp :
><|3.32€yyyQ>()m(7M<O9!)9„(!)JMQFZ(7S9<`B()!)&!I!Q&'<-
?32A(#)„=!?&!J#
f3[M)E(7S9A(QR!)JMQFZ(7
!3)g(7()"(!)JMQFZ(7QV)>(7K9JMfI(3
h32khi(7!)&N<()h&?()K9JM()"#N)„9
><|3o32€yy.Q>M<O9!)9„(S9E!MDUb-
?3q!)g!`<b9)>()LA(K9JM
f3"#!)F^(7M4]())&'M` (7M4&(7!AU8(7`G<LA(#)„=3
!3FY(7h}(`A=fA&!)JMQFZ(7
h3FY(7h}(N<p=M4?/N<p=L&IM
‚3FY(7h}(S9A(QR/!A<M<D(!)JMQFZ(7
><|3|39E(I#hi(72€yyy/!I(f !5(-
?3FZ!`>&M'&Ub!V(7U<[!`?(7Q>=
.zr.s
f3FZ!`>&M'&M'<M4FG(7/!t!^Lj`>&M'&
!3tN<D(M)g!/)6!UJ(!?&3
h3tM?P(7)b!)9PO(=V(!?&3
><|3z3<JP!)g(7()"(2€yyy
?3*)A<h&!)T()S9Pb(!J#
f3^S9?(N)&?)6!!t!)g!(v(7S9A(QR!)JMQFZ(7M4&(7(FY!!J#3
!3&Mq!)g!@9E!MD!J#()Š=!)g(7=<()(v(7Q%!`A=fA&!)JMQFZ(7
!e?&?()(7)<[#

h3A=fA&L%M)>()!V(7!e?&?()(7)<[#
 Bài tập chương 3 ở nhà:
|3.32€yyyM)‚&S9?(`<p=!e?(7FG<M<O9hl(7/`<p=S9?(M46(7()JMQ>-
?3;<p=L&IM!)JMQFZ(7
f3A=fA&!)JMQFZ(7
!3@9A(QR!)JMQFZ(7
h3)T()LI!)!)JMQFZ(7
><|3o3)T()LI!)!)JMQFZ(7!e?)>(FY!<[M(?=Ub#)IMM4<p(N<()MDM)p)<[(
()FM)D(>&‰
TÀI LIỆU THAM KHẢO:
IV. YÊU CẦU ĐỐI VỚI HỌC VIÊN:
6!U<O(#)A<M)?=7<?`5P`e!I!7<G7<A(7M4O(QY#U>Q>=f><M"#j()>`p(_(7!?&
M4]()` MFh9PN)&?)6!U>`H(7M)G<4¦(Q9P[(()m(7NX(v(7()"(M)g!!5(M)<DM3
V. PHƯƠNG PHÁP ĐÁNH GIÁ MÔN HỌC:
STT Nội dung đánh giá Trọng số Ghi chú
. ;<p=M4?=V()6!,.•o1 y3o
o <DMM<p9Q9"(=V()6!,|1 y3o
| ><M)<)DM=V()6!,z1 y3s
Điểm môn học = (Đ1x 0.1) + (Đ2 x 0.1) + (Đ3 x 0.2) + (Đ4 x 0.6)
VI. KẾ HOẠCH GIẢNG DẠY MÔN HỌC:
- ;DM)Z##)F^(7#)I#M49Pb(M)E(7U>#)F^(7#)I#)<[(`'<
- )A&Q9"(!t)FY(7h}(!e?7<A(7U<O(3
- 7&><4?)6!U<O(M%(7)<O(!g9U>U<DMM<p9Q9"(
VII. TRANG THIẾT BỊ CẦN THIẾT CHO MÔN HỌC:
.{r.s
- A(7/#)J()&c!f+MU<DM/=<!4&
- *4&-‚!M&4
.sr.s