TCVN ISO 9004 2011 quản lý tổ chức để thành công bền vững phương pháp tiếp cận quản lý chất lượng

TCVN

TCVN I S 0 9004:201 I
I S 0 9004:2009
X u a t ban Ian 3

QUAN LY TO C H ~ DE
C THANH CONG BEN V ~ N G
PHU(YNG PHAP TIEP CAN QUAN LY CHAT LlYQ'NG
Managing for the sustained success of an organization

A quality management approach



TCVN I S 0 9004 : 2011
Muc luc

Trang

Lwi noi dbu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . ."

5

Lwi grwr threu ............................................................................................................

6

1 Pham vi ap dung .................................................................................................

9

.

..

-

2 Tai lieu vren dan .................................................................................................

9

3 Thuat ngb va d ~ n hnghia ......................................................................................

9

4 Quan Iy t6 chwc d& thanh c6ng b&n vbng .............................................................

10

4.1 Khai quat .....................................................................................................

10

4.2 Thanh c6ng b i n vGng .................................................................................

10

4.3 Mdi trvwng clla t6 chwc ................................................................................

11

4.4 Cac ben quan tam, nhu c%uva mong dqi ......................................................

11

5 Chi& I v q c va chinh sach ....................................................................................

12

5.1 Khai quat .....................................................................................................

12

5.2

hik kt

Igp chikn I v q c va chinh sach ................................................................

12

khai chikn Iwqc va chinh sach ..............................................................
5.3 ~ r i e n

13

5.4 Trao d6i th6ng tin v6 chikn lwqc va chinh sach .............................................

14

6 Quan Iy nguhn l y c ...............................................................................................

14

6.1 Khai quat .....................................................................................................

14

..

6.2 Ngu6n l y c t a ~chinh ......................................................................................

15

6.3 Con ngwwi trong t6 chivc ..............................................................................

15

1

.

6.4 Nha cung ivng va do1 tac ...............................................................................

17

6.5 Cw sw ha t%ng .............................................................................................

18

-.

..

6.6 Mor trwwng lam vlec .....................................................................................

18

6.7 ~ i & thivc,
n
th6ng tin va c6ng nghe ................................................................

19

6.8 ~ g u b nlwc t y nhien ......................................................................................

20

7 Quan Iy qua trinh .................................................................................................

..

21

7.1 K h a ~quat ................................................................................................

21

7.2 Hoach djnh va kiQm soat qua trinh ...............................................................

21

7.3 Trach nhigm va quy&n han d6i vwi qua trinh .................................................

22

8 Theo dbi, do Ivwng. phan tich va xem xet ............................................................

22

8.1 Khai quat .....................................................................................................

22


TCVN I S 0 9004 : 201 1
82

The0 ddi . . . . . . . . . . . . . . . . . . . . . . . . .
..
...............................................................

8.3

00

84

Phan tich

lv&ng ...............................................................................................

.........................................................................................

8 5 Xem xet thong t ~ nt w the0 ddi, do lwfrng

vB phan tich ....................................

.

.

9 Cat tidn. d b ~mwt va hgc h o .................................................................................
~
9 . 1 Khai quat ..................................................................................................
9 . 2 Cai tidn ..................................................................................................
9.3

obi mwi ................................................................................................

..

9.4 Hgc h o ~.....................................................................................................

Phy lyc A (tham khao) Cong cy tyl dAnh giA .......................................................................
Phy lyc B (tham khao) Cac nguyCn t5c quan Iy chht lupng ...................................................
Phy lyc C (tham khao) S v tvwng ivng g i h TCVN I S 0 9004 : 2011 vB TCVN IS0 9001: 2008.........
Thw mvc tAi leu tham khao ...........................................................................................

TCVN I S 0 9004 : 2011

Lbi noi dau
TCVN I S 0 9004:2011 thay th6 cho TCVN I S 0 9004:2000.
TCVN I S 0 9004:2011 hoan toan twwng dwwng vwi IS0 9004:2009.
TCVN I S 0 9004:2011 do Ban k v thugt Tieu c h u h qubc gia
TCVNITC 176 Qu5n Iy c h i t I v w g va ddm bdo chat lulqng
bien soan, ~ b n g
cyc TiGu chuhn D o Iwwng ChAt lwqng B& nghi,

Bij Khoa hgc va Cong nghZ, c6ng bb.


TCVN I S 0 9004 : 2011

Lwi giwi thieu

T ~ e uchuhn nay dva ra huwng dan nham h6 trw mot

16 chllc dpt duvqc sy. thanh cdng bkn vkng

trong mo1 tru.wng phuc t a p do1 h61 khet khe va luon thay dbi, thong qua phvwng phap t16p c i n
quan Iy chat Ivqng

TB ch1i.c dgt d v q c sv thanh cong b&n vkng nhw kha nang dap Gng cac nhu c$u va mong dwi cira
khach hang va cac ben quan tam khac trong dai hqn, mot cach can bang. Thanh cbng bkn vbng co
thk dat duqc nhw quan Iy t6 ch1j.c co hi& 1y.c th6ng qua nhan thivc v& m6i trubng clia

t6 chivc nhw

hgc hoi va ap dung thich h q p cac cai tibn valhoac d6i mwi.
T ~ e uchuhn nay khuykn khich hogt dong ty danh gia nhv mot cbng cy quan trgng d& xem xet muc
do nhuan nhuyen clia 16 chiuc. bao trum cac khia cgnh dibu hanh, chi&n Iuqc. he thdng quan Iy,
ngubn 1u.c va qua trinh, db nh?n bikt cac di&m mqnh, di&m yku va cw hoi cho hogt d ~ n gcai tikn
valhoac ddi mwi.
T ~ e uchudn nay chu trgng vao quan Iy ch&t Ivqng w goc do rdng hwn so

VWI

t ~ e uchuan TCVN I S 0

9001, t ~ e uchuhn nay dd cap dhn nhu c$u va mong dql clia tht c5 cac ben quan tam cSng n h v dva
ra hvwng dAn cho hogt dong c a ~tlkn mot cach I ~ e ntyc va he thdng toan bd v12.cthulc h ~ g nclia

16

chivc Hinh 1 dua ra mb hinh mw rdng cira ht$ thdng quan Iy c h i t Iuqng the0 qua trinh, k6t hqp cac
ydu

t6 cira TCVN I S 0 9001 va TCVN I S 0 9004

Tieu chuhn nay d v q c xay d v n g db duy tri sv nhht quan vvi TCVN I S 0 9001, cSng n h u tvwng thich
vwi cAc tieu chuhn khac v& ht$ thhng qu5n ly. Nhivng tieu c h u h nay b8 sung cho nhau, nhwng cSng
co thd sw dung doc lap.
Phy lyc A dwa ra mot c8ng cy d& t6 chivc ty. danh gia cac dibrn manh va di&m ~ k ut ,u do xac d/nh
muc do n h u h nhuygn clia minh va n h l n bikt cac cw hoi cai tikn va d6i mwi.
Phy lyc B dwa ra ban m6 ta cac nguyen tac quan Iy chht luqng la cw sw cho cac lieu c h u i n vk
q u i n Iy chht luqng do Ban k j thult ISOITC 176 bicn soan.

Phy lyc C neu ra s v tvwng wng theo tbng dibu giGa TCVN I S 0 9001 : 2008 va tieu c h u i n nay


TCVN I S 0 9004 : 2011

I S 0 9004
Ouan ly qua

(

-

N b n tang Cac nguyen t a c qudn ly chdt luvng (TCVN IS0 9000)

1

Chu d$n

*

Dong th6ng tin
CBc hogt d ~ n gla
g tang g ~ atrt

Hinh 1: Mo hinh m v rong

v6 he thong qu6n Iy chat lwgtng the0 qua trinh

*-

-

*.--

__ _
TCVN

T I E U C H U A N Q U ~ CG I A

1SOLZia-6;201I

4.

Quan ly to chivc de thanh c6ng b&n veng Phvwng phap ti&p can quan Iy chat l v v g
Managing for the sustained success of an organization

-

A quality management approach

1

Pham vi ap dung

Tieu c h u i n nay dwa ra hulwng dsn nharn h6 trq t6 chu7cdat dvwc s q thanh c6ng ben vGng thong
qua phulwng phap tikp can quan Iy chat l u v n g . Tieu chuan nay co th6 ap dung cho mol to chulc.
kh6ng phan biet loai hinh. quy rn6 hay hoat dong.
Tieu c h u i n nay kh6rlg nharn sG dung cho chu~ngnhan, quy d ~ n hphap Iy hay h o p dong.

2

Tai lieu vi$n dan

Tai lieu vien dsn dwwi day r i t c i n thiet cho viec ap dung tieu c h u i n nay. ~ 6vwi
i cac tai lieu ghi
narn c6ng b d thi ap dung ban dwqc neu. 0 6 i vdvi cac tai lieu kh6ng ghi nam c6ng b 8 thi ap dung
ban m b i n h i t , bao g6rn c a cac sGa doi.
TCVN I S 0 9000, He th6ng quan Iy chat I v q n g - Cw sw va t b vwng.

3

Thuat ngw va djnh nghia

Tieu chuan nay siu dung cac thuat ng@va dinh nghia neu trong TCVN I S 0 9000 va cac thuat ngC?
dlvCri d i y .
3.1

thanh c6ng b i n vwng cclia t6 chiuc> (sustained success)

kbt q u i t u kha nang clja to chbc de dat dwwc va duy tri cac rnuc tieu clja rninh trong dai han
3.2

mdi trwirng cua to chwc (organization's environment)
su7ket hqp cac yeu to ben trong va ben ngoai va cac d ~ e ukien co the tac dong t61 viec dat du'gc
n h h g rnuc tieu clja to chGc va hanh vi cua to chuscdoi v6i cac ben quan tam.


TCVN I S 0 9004 : 2011

Quan ly to c h i r c dB t h a n h c o n g b e n v w n g

4
4.1

Khai qua1

DQ dat duoc thanh c6ng b8n vOng l5nh dao cao nhht chn chdp nhan phuwng phap ti&p can quan
ly c h i t iuong ti@ thbng q u i n I9 c h i t iuong crja t6 chiuc can dy.a tren cac nguyen tac m6 t i trong
Phu luc B Nhumg nguyen tac nay mo ta cac khai niem la n6n tang cho mot he thbng q u i n Iy ch6t
luong h ~ e uv c De dat du,ac thanh cong b&n vGng, l i n h dao cao nhdt c8n ap dung nhDng nguyCn
t j c nay cho he thong quan ly chat luvng cua minh.

~6 chu,c can xay dung he thong quan ly chat lu'qng cira minh d& dam bdo
su. dung h ~ e uqua cac nguon lu'c
ra quyet dlnh du.a tren bang chlimg thur t&, va
huong vao su, thoa man cua khach hang cgng nhw nhu chu va mong dqi clia cac ben quan
tam hen quan khac.
CHU THlCH Trong tleu chuAn nay, thuat ngG .,lanh dqo cao nh2t' d& chi cap cd thim quybn ra quykt djnh
cao rih$l trong mot 16 ch",c va thuat ngb ..t6 chli.c" bao gbm tat ca mQ1ngu'b~trong mot t8 chu'c ~ i & nay
u
nhat quan v 0 1 cAc d ~ n hnghia neu trong TCVN IS0 9000

4.2 Thanh c6ng bbn vwng

TB

chlibcco thk dat durwc sul thanh cong b&n vfing nhb viec lu6n clap brig cac nhu chu, mong Uqi

clja khach hang va cac ben quan tam trong d a ~han, mot cach can bang.
MOI truebngcua

t6 chG8cthay d61 I ~ e ntyc va khong chac chan, de dat dwqc thanh c6ng bgn vGng,

I i n h dao cao nh6t clja t5 chu9cchn
co sv hoach dlnh vk tvwng la1 clia to chbc trong dai han,
lien tuc the0 dbi va thvbng xuyen phan tich m6i trwbng clia

t6 chiuc,

nhan blkt tat ca cac ben quan tam lien quan, danh gia cac tac dong ti&m i n rieng biet c i a hg
toi viec thutc h ~ e ncua to chu8c.cung nhu! xac dinh cach thbc dap lilng nhu chu va mong dqi c i a
hg mot cach can bang,
khong ngb,ng 161cuon cac ben quan tam va th6ng tin cho hg vk cac hoat dong va k& hoqch clja

16 chiuc.
-

thi&t lap rnoi quan he cung co Iqi v6i nha cung iung, dbi tac va cac ben quan tam khac,
s u dung cac phwwng phap ti&p can da dang, gom ca thwwng Ivqng va hoa giai, de can bang
cac nhu cau va mong dqr lu6n canh tranh nhau clia cac ben quan tam,
nhan b ~ e cac
t
r l i ~ro ket hop trong ngan han va dai han, cGng nhw trihn khai mot chi&n lwqc
t6ng the de g ~ a mnhe cac rui ro nay cho

t6 chiuc,

TCVN I S 0 9004 : 201 1
-

d v kikn cac nhu c i u v& ngu8n Iuc tulwng lai (ghm ca nang Iuc c i n thiet d8i vwi con ngvbi clja
t6 chiuc),

-

thi& lap cac qua trinh thich hqp d6 dat dvqc chikn Iuwc c i a to chwc, dam bao rang cac qua
trinh nay co kha nang dap ung nhanh chong vwi hoan canh thay doi,

-

danh gia d&u dan s u phu hwp vwi cac ke hoach va thlj tuc hien hanh, tikn hanh cac hanh dong
khac phuc, phong nguqathich hqp,

-

dam bao moi ngvbi trong to chivc co cw hoi hoc hoi vi lwi ich clja ban than cirng n h v d6 duy tri
swc manh clia t6 chivc, va

-

4.3

thiet lap va duy tri cac qua trinh d6i mwi va cai tien lien tuc.
M8i trwwng cua td chwc

Mbi trwwng clja mot to chuc se chju s y thay d6i lien tuc, kh6ng phan biet quy m6 (Iwn hay nhb),
hoat dong, san p h i m hay loai hinh (Iqi nhuan hay phi Iqi nhuan) clja to chivc do; vi vay ti5 chivc can

theo d6i lien tuc m6i trwbng clja minh. Viec theo ddi nay

tin giup

t6 chivc nhan bikt, danh gia va

quan Iy cac rlji ro lien quan dkn cac b6n quan tam, cac nhu chu va mong dqi thay d6i clja h ~ .
L2nh dqo cao nhAt chn ra quyet d/nh thay d6i va ddi mwi t6 chivc mot cach kip thbi nhhm duy tri va
cai tien viec thvc hien clja to chivc.
CHU T H ~ C H Thdng
:
tin them ve quan Iy rlii ro xem TCVN I S 0 31000

4.4

Cac bt5n quan t i m , nhu cau va mong d q i

Cac ben quan tam la nhbng ca nhan va thuc thh khac lam gia tiing gia trj cho 16 chivc hoac la
nhbng ngvbi quan tam dkn, hay chju anh hwbng b6i, cac hoat dong clja 16 chwc. Viec dap ivng
nhu c i u va mong dqi clja cac ben quan tam gop p h i n dat dvwc s u thanh cbng b&n vOng cho 16
chiuc.
Ngoai ra, nhu cAu va mong dqi c i a cac ben quan tam rieng Ie la khac nhau, co th& xung d6t I&
nhau, hay co th& thay d6i nhanh chong. Cach thuc th6 hien va dap wng nhu chu va mong dqi clia
cac ben quan tam co the 6 nhieu dang khac nhau, bao g8m cong tac, hqp tac, thwwng Ivqng, thau
phu hoac cham dut mot hoat dong.
CHU TH~CH:Mac du, p h i n ltvn cac tb chivc deu sb dung cac ban mb ta giong nhau v& cac ben quan tam cira
minh (vi dv khach hang, chO sb hiuulc6 d6ng, nha cung ivng va do1 tac, con ngubi trong 18 chivc), nhlvng
thanh phan clja cac ben quan tam co th& khac biet dang kd theo thbi gian va g ~ D acac t8 chuc, cac nganh
cdng nghiep, cac quoc gia va nen van hoa.

TCVN I S 0 9004 : 201 1
Bang 1 - Vi dy v& cac b i n quan tim, nhu c i u va mong dqi cua hp

.

-

-

Ben quan t i m

I

- --

' ch5t lvqng, g ~ a c l "I&
.
t&c

Khach hang
-.

-

-

i

Kha nang s l n h l b ~z n d ~ n h

C h ~sw
i h ~ u l c bBong

Mlnh bach
---

--

-

-

-

-

-

-

M%I trvbng lam v12.ctot

Con nguol trong 16 chuc

I

1

1 Dam bao cong an vi2.c lam

--

Nha c"ng ung va 461 tac

xa ~

Q I

'
I

Sv th1j.a nhan va phdn thvbng
Cung co l q va
~ lau dai
--

-

-

B i o ve m8i trvbng

I Hanh vi dgo Uwc

I

5 c h i e n l v q c v a chinh sach
5.1 Khai quat

Bat d v q c thanh cong b&n vCvng, Ianh Uqo cao n h i t c i n thi&t Igp va duy tri mot sw menh, thm

E)&

nhin va cac gia tri cho t6 chli.c. NhGng di&u nay

tin Uwqc mgi ngwwi trong t6 chGc va cac bCn

quan tam khac khi thich hqp, t h i u hi&u, c h i p nhan va ljng h2,.
CHU THIGH Trong t~Cuchuan nAy. "sir menh" IA mot ban m8 ta Iy lo tbn tar c5a 16 chhc, "tAm nhln" mb tA

tinh trang mong mubn cua t6 chuc, nghia la nh0.ng gi 16 chuc mong mubn vA mong mu6n dwqc cdc ben
quan tam nhin nhan nhlv thd nao
5.2 ~ h i e Igp
t chien lwqc va chinh sach

L3nh dgo cao n h i t c i n lap ra chibn lwqc va cac chinh sach r6 rang nham dqt dwqc siv menh, thm
nhin va cac gia trj d v q c cac ben quan tam c h i p nhan va ljng htj.

in theo d6i thlvwng xuyen

mdi

trvwng cua t6 chli.c d& xac B!nh nhu cdu xem xet v& (khi thich hqp) sGa d6i c h i h Iwqc va chinh
sach

D& thikt lap, c h i p nhan va duy tri chi&n lwqc va chinh sach co hieu Iqc, t6 chivc chn co cac

qua trinh nham.
-

theo d6i lien tyc va phan tich thlvwng xuyen m8i trlvwng clja t6 chwc, gbm c5 nhu chu va mong
dqi c i a khach hang, tinh trqng cqnh tranh, cac cong nghe mwi, nhGng thay dbi v& chinh tr/, cac

d v bao v& kinh t& ho?c cac y&u t6 x2 hoi h ~ c ,
nn$n bi&t va xac djnh nhu c i u va mong d q i c i a cac ben quan tam khac.
-

Uanh gia kha nang va nguon lwc clja qua trinh hien tai,
nhgn blkt nhu cau ve ngubn Iwc va c6ng nghe trong twwng lai,

-

cap nhat chikn lwqc va chinh sach, va


TCVN I S 0 9004 : 2011
-

nhan bikt d i u ra

tin thikt de dap ulng nhu chu va mong dqi clja cac ben quan t i m .

Chn thikt lap cac qua trinh nay mot cach kip thwi, cung vwi rnoi kk hoach va nguon lyc chn thibt
dwqc cung chp de h6 trw cac qua trinh.
Viec thikt lap chikn lwqc clja t6 chulc cOng can xern xet cac hoat dong nhw p h i n tich cac yeu chu
clja khach hang hay yeu cau che d ~ n h san
,
pharn clja t6 chuc, cac di6m manh, di6m yku, cw hoi va
de doa.

in co mot quy trinh xac d ~ n hde thikt lap va xem xet chikn Iwqc cOa t6 chwc.

CHU T H ~ C H "Chi&
:
Ivwc" nghia la mot ke hoach hay phvwrrg phhp d u q c cAu trlic 16 gic d& dat dwqc c8c
muc t i h , dac biet la trong mot khoang th61gian dai

5.3 ~ r i & khai
n
chien lwqc va chinh sach
5.3.1 Khai quat

€I6 thyc hien chikn Ivwc va cac chinh sach vi s y thanh cdng b&n vbng, t6 chivc chn thiht

lap va duy

tri cac qua trinh va hoat dong de
-

chuy6n chikn lwqc va chinh sach thanh cac muc tieu co th6 do lwwng dwqc 6 tat c i cac cdp co
lien quan trong to chulc, khi thich hwp,

-

thikt lap thwi han cho tung muc tieu va an djnh trach nhiern, quydn han de dqt dwqc myc tieu,

-

danh gia cac rlji ro chikn Iwqc va xac djnh cac bien phap ngan chan th6a dang,

-

cung chp cac ngubn lwc yeu cau de trien khai cac hogt dong c h thikt, va

-

didu hanh cac hoat dang cAn thikt d6 d?t dwqc nhkng myc ti& nay.

5.3.2

Cac qua trinh va thwc tien

€I6 dam b i o hi& Ivc va hieu qua cho cac qua trinh va thwc ti6n clja minh, tb chivc chn thyc hien
cac hoat dong dk
-

dw doan mgi xurrg dot t i i m an nay sinh tiv cac nhu chu va mong dqi khac nhau cOa cac b6n
quan tam,

-

danh gia va hieu d v q c thyc trang viec thwc hien cOa 16 chuc va nguyen nhan gbc r6 clja cac
van d& trong qua k h u nham tranh s v tai di&,

-

cac b6n quan tam dwqc thdng tin va dat d v q c sw cam kkt clja h ~d6
, h~ nh$n bikt dwqc v& tiQn
trinh t h ~ chien kk hoach va co dwwc thdng tin cOng nhw y kikn phan hhi cOa h~ v& hogt dong

cai tien,

-

xem xet, va cap nhat khi can, he thdng quan Iy va cac qua trinh clja he thbng,

--

the0 d6i, do Iwwng, phan tich, xem xet va bao cao,

-

cung chp moi nguon lye can thiet, gom ca nguon lyc cho cai tikn, doi mwi va hgc hoi,


TCVN I S 0 9004 : 2011

xay dung, cap nhat va hoan thanh cac myc t ~ e ugBrn ca v l t c xac d ~ n hkhung thwi glan d6 dgt

j

Uuoc rnuc treu, va
dam bao cac kdt qua nhbt quan

VWI

chikn 1u.c~~

5.3.3 T r i h khai

f36 tr&n k h a ~ch16nlu.qc va chinh sach clja minh. t6 churc chn nhan bi6t mbi quan he giiva cac qua
trinh Ban mo ta trinh ty va s y tu.vng tac gii3a cac qua trinh co th6 hd trq cho hogt dong xem xet
nhb
chi ra rnbl quan hi, giirfa cw chu tb chuc, cac he th6ng va qua trinh,
nhan b16tcac vbn d& tikm An trong s v tvvng tac giiva cac qua trinh,
dumara phvvng thuec thibt lap thw ty ulu tien cho cai tikn va cac sang ki6n thay dbi khac, va
du3ara khuon kh6 cho vii,c thikt lap, sap
I ~ e nquan clja

xkp va tribn khai cac myc tieu cho tht ca cac chp co

tb chiuc.

5.4 Trao dbi thong tin v& chibn I v q c va chinh sach

VI~C
trao d6i thong tin v& ch16nIvqc va chinh sach mot cach hii,u l y c la di&u thibt y6u vwi s v thanh
cong b&n virtng clja

t6 chwc

Vli,c trao d61thong tln nay cAn co y nghia, klp thw~va I ~ e ntyc V I ~ C
trao dbl th8ng tln cirng can bao
gbm cw ch6 phan h61thong tln, chu trinh xem xet va chn k6t hqp chat che cac di&u khoan d& chli
dong g ~ quy6t
a ~ n h h g thay d61 trong m81 trwwng c i a
Qua trinh truybn dgt nay clia

16 chivc

tb chivc can ti6n hanh the0 ca chi&u dgc va chlbu ngang va chn thich

hqp vbi nhirmg nhu c8u khac nhau c i a ngww~t16p nhan Vi dy nhv, cung mot thong tin co th6 dwqc
truykn dat cho nhivng ngwwl trong

td chivc khac

VWI

[

cho khach hang ho$c nhivng ben quan tam

khac

6 Quan ly nguon l y c
6.1 Khai quat
TO chuc can nhan blbt cac ngu6n lvc ben trong va ben n g o a ~chn th16t de dat dwgfc cac myc tieu

clja minh trong ngan hgn va d a ~hgn Cac chinh sach va phwwng phap de quan Iy ngu6n lyc cAn
nh$t quan

VWI

Elk dam bao

ch16nlwqc clja

SG dung

td chiuc.

nguBn Iyc (nhw thi6t b/, cw s b vat c h i t , nguyen v$t lieu, nang Ivqng, ki6n

t h u t~a ~chinh va con ngwwi) mot cach hieu lvc va hi& qua,

tb chwc can co cac qua trinh de cung

cap. phan bo, the0 d61, danh gia, t6i wu hoa, duy tri va bao vi, nhivng nguon lqc do.

~e dam bao san co cac ngu6n l v c cho hogt dong trong twang la,. to chivc can nhdn blet nhirng r i ~
ro ve srv khan h16m tl&m 5n, va the0 d61 I ~ e ntyc v16c sG dyng nguBn lrvc hlgn tgi d6 phat hien ra

%


TCVN I S 0 9004 : 201 1
nhbng ccr hoi cai tien viec siu dung nguon Iwc. Cung vwi do chn tikn hanh nghien cwu cac nguon
Iyc mwi, cac qua trinh va c6ng nghe mwi tbi wu.
T6 chivc chn djnh ky xem xet s v ssn co va phu hqp clja cac nguon lwc dwwc nhan biet, gom ca
nguon lwc ben ngoai, va thyc hien hanh dong khi chn. COng chn siu dung ket qua clja nhbng xem
xet nay lam dau vao cho cac xem xet ve chidn Iwwc, myc tieu va k6 hoach clja t6 chivc.

6.2 N g u h lwc tai chinh
Lanh dao cao nhht can xac djnh cac nhu cau v& tai chinh clja to chGc c6ng nhw thidt lap nguBn tai
chinh chn thiet cho cac hoat dong hien tai va twang lai. ~ g u o ntai chinh co thb w nhieu dang khac
nhau nhw tien mat, chivng khoan, cac khoan vay hogc cac c6ng cu tai chinh khac.
T6 chivc cAn thiet lap va duy tri cac qua trinh db theo d6i, kikm soat va lap bao cao viec phan bo
hieu lvc va siu dung hieu qua cac ngudn tai chinh lien quan den myc tieu clja t6 chivc.
Bao cao v& cac vhn de tren cOng co th6 dwa ra phucrng thivc xac djnh cac hoat dong kh6ng hi&

Ivc hoac hieu qua va de xuht hanh dong cai tien phu hqp. ~ h siu
n dung bao cao tai chinh ve cac
hoat dong lien quan den viec thyc hien he thbng quan Iy va s y phu hwp clja san

him trong xem

xet clja I%nhdao.
Viec cai tien hieu lyc va hieu qua clja he thbng quan Iy co thb anh hwwng mot cach tich cyc, the0
nhi&u cach khac nhau den ket qua tai chinh clja tb chivc. Vi dy:
-

trong noi bo, nhw giam bwt sai

16i clja qua trinh va san p h i m , cGng nhw loai b6 ISng phi v&

nguyen vat lieu hoqc thwi gian, va
-

d6i vwi ben ngoai, nhw giam sai I6i clja san ph6m, chi phi boi thwwng khi bao hanh, trach
nhiem phap Iy vwi san p h i m va cac th6ng tin phap Iy khac, cOng nhw chi phi do mht khach
hang va thi trwwng.

CHU THICH: TCVN I S 0 10014 neu cac vi du v& cach thivc t6 chivc cd th4 nhgn b~etvA dgt dwqc nhOng IQI

ich ve t A l chinh va klnh te tu viec ap dung cac nguyen t3c qudn Iy ch%tlwqng the0 TCVN I S 0 9000.

6.3 Ngu& nhan lwc
6.3.1 Quan Iy con ngwwi
Con ngwwi la ngubn lwc quan trgng clja to chwc, s v tham gia day dlj giup nang cao kh5 nang tao
gia trj clja hg cho cac ben quan tam. LBnh dqo cao nhat, th6ng qua kha nang I%nhdao clja minh,

can tao lap va duy tri tam nhin churlg, cac gia trj chung va mot m6i trvwng noi bS, trong do mgi
ngwwi co the tham gia mot cach day dlj d6 dat dwqc nhbng muc tieu clja to chwc.
Vi con ngwwi chinh la nguBn Iuc co gia trj va thiet yeu nhat nen can dam bao rang m6i trwwng lam
viec clja ho sl! thuc day s y phat trien. hoc hoi ca nhan, chuykn giao kien thivc va lam viec theo
n hien viec quan Iy con ngwwi bang mot phwwng phap tiep can d v q c hoqch djnh, r6
nhom. ~ h thyc


TCVN I S 0 9004 : 201 1
rBrlg, dung quy t i c v a co tinh trach nhlem xi3 h o ~~b chGc chn dam bao rhng moi ngw6i dku hi&
su bong gop va val tro quan trong cua ho

~b c h u cdn
~ thkt lap cac qua trinh glao quy&n cho rngi ngwtv~di!
chuy6n cac muc t ~ e uch~enlu,oc va qua trinh c6a

t6

chbc thanh nhbng muc tieu cbng viec ca

nhan va de thlet iap cac ice hoach dat du.9.c muc ti6u cho hg,
nhan bret cac rang buoc v61v ~ e cthuc hlen clia h ~ ,
nhan quykn sb h13u va trach nhlem giar quy&t cac vdn d&.
danh g ~ avlec t h u ~
h ~ e ncua ca nhan the0 cac myc tieu cong viec rieng b1i.t.
tich cumctim k ~ e mcac co. hoi nang cao nang Ivc va kinh nghiem clia h ~ .
khuy&n khich nhom cbng tac va thuc day s v tu'wng h6 giGa mQt ngvbi, va
c h ~ ase thong tin, kien thuc, k ~ n hnghiem trong pham vi

t6 chivc.

6.3.2 Nang l y c cua c o n n g v b i

t3k dam bao co du nang lu'c chn thibt. to chupcchn thikt lap va duy tri mot "k& hogch phat trii!n con
ngu.61"va cac qua trinh I ~ e nquan, nhbng k& hoqch va qua trinh nay chn h6 trq
phat trl&n va nang cao nang lyc con ngu'0.l cua

16 chivc nhan bi&t,

t6 chivc thbng qua cac bu'wc sau

nh?n blkt nsng l y c chuyen mon va nang IIJC ca nhan ma

t6

chbc chn trong ngan han va dai

h?n, phu hqp vwi sli9menh, thm nhin, chien Ivqc, chinh sach va myc tieu clla

16 chwc,

nh?n bi&t nang lyvchien tai san co cua 16 chivc va khoang cach giba nang l y c s3n co nay vwi
nang luc ma t6 ch+c dang chn va nang lvc td chivc co th& chn trong tvwng lai,
thuc hien cac hanh dong dk nang cao valhoac dat d v q c ni3ng Iylc nham thu hep cac kho6ng
cach,
xem xet va danh gia hieu luBccua nhcng hanh dong dwqc thvc hien n h i m dam bao dat d v q c

!

nhong nang luaccan thiht, va

duy tri nang Ivc di3 dat duqqc
C H ~ JTHICH Hu,ong dan c h ~t~etv e nang 1u.c v a dao tao, xem TCVN IS0 10015

6.3.3

SQ tham gia va d o n g lylc cua mgi ngwwi

~8 chbc chn thuc

day moi ngu'wi hieu y nghia va tam quan trgng clia nhbng nhiem vu va hogt dong

cira hg trong viec tao ra va mang lai g ~ a
tr! cho khach hang va cac ben quan tam.

f3e thuc day s y tham gia va tgo dong lu9ccho rngi ngwwi, t6 chivc chn xern xet cac hoat dong nhw
xay dung qua trinh chia se kien thGc va sG dung nang lylc clia mgi ngvwi, vi du chwwng trinh
thu thgp cac y tu'wng cai tien.

I
I


TCVN I S 0 9004 : 201 1
d v a ra sw thwa nhgn va he thong giai thvwng thich hqp, tren cw sw nhkng danh gia rieng I6
viec hoan thanh cBng viec clja moi ngvwi,
-

thibt lap mot he th6ng t h i m djnh ky nang va hoach djnh nghe nghiep de khuy&n khich phat
trien ca nhan,

-

xem xet lien tuc m6c do thoa msn, cac nhu cau va mong dqi cira moi ngu'wi, va

-

dwa ra cac cw hoi de hwwng dan va h u h luyen

CHU T H ~ C HThong
:
tin chi tiet v$ "sw tham gia c ~ l amoi ngw&i", xem nguyen thc quan Iy chat l w ~ n glien quan
trong Phu luc B.

6.4 Nha cung wng va d6i tac
6.4.1 Khai quat
D6i tac co th6 la nha cung ung san pham, d ~ c hvu, cac hoc vien c6ng nghe va tai chinh, cac to
chuc chinh phlj, phi chinh p h i va cac ben quan tam khac. f36i tac co the dong gop bang loai ngubn
lwc bat ky, theo th6a thuan va dwwc xac djnh trong th6a thuan hwp tac.

TB chwc va cac d6i tac cua minh la phu thuoc Ian nhau va m6i quan he cung co Iqi s6 thuc d i y
nang lwc tao gia trj clja ho. T6 chuc can xern quan he d6i tac nhw mot loai quan hi$ vwi nha cung
wng, trong do nha cung wng co th& dau tw va chia se Iqi nhuan hoac thua I6 trong I'inh vvc hoat
dong clia 16 chwc.
Khi xay dwng cac quan he d8i tac, 16 chivc c$n dwa ra xem xet cac vhn d& nhw

-

viec cung chp thong tin cho d6i tac, khi thich hqp, d6 t6i da hoa sw dong gop clja h ~ ,

-

h6 trq cac d6i tac trong viec cung cap cho hg nhivng ngubn I v c (nhw thong tin, kibn thwc,
chuyen m6n, cbng nghe, qua trinh va chia se dao tao),

-

chia se Iqi lugn va thua

16vCvi d6i tac, va

cai tien viec thulc hien clia d6i tac.
CHU THICH: Thdng tin chi tiet ve "quan he cung co I Q ~ "xem
,
nguyen tac quan iy chat l l v ~ n glien quan trong
Phu luc B.

6.4.2

L y a chgn, danh gia va n i n g cao kha nang cua nha cung wng va d6i tac

Ti3 chwc chn thiet lap va duy tri cac qua trinh nhan biet, lwa chon va danh gia nha cung wng va cac
d6i tac clja rninh, nham lien tuc nang cao nhang kha nang clja hg va dam bao rang s5n p h i m hay
cac nguon lwc khac do h~ cung ung dap ung nhu cau va mong dqi clja td chwc.
Khi lva chon, danh gia nha cung urng va doi tac, to chwc can xem xet cac van de nhw
-

sw dong gop clja ho vao hoat dong cua to chu,c va k h i nang tao g ~ a
tri cho td chivc va cac ben
quan tam clja to chwc,

TCVN IS0 9004 : 201 1

tlkm nang nang cao lien tyc cac kha nang clja hg,
nang cao cac kha nang co the dgt duqc clia

t6 chPc thdng qua viec hqp tac vwi nha cung Png

va B ~lac,
I va
cac rui ro trong quan he vwi nha cung ivng va ddi tac
Cung

VWI

nha cung Ong va dbi tac clia minh. t6 chivc can tim ki&m viec c i i ti&n lien tyc chdt lwqng.

gla ca va glao nhan san phim clia nha cung ivng va ddi tac, hi& lvc he th6ng quan Iy clia hg tren
co. sw Banh g ~ ad!nh ky va thong tin phan hdi vd viec thyc hien clia hg.
TO chGc cAn I ~ e ntyc xem xbt va dhy mgnh quan he vwi nha cung ivng va d6i tac ma van tinh dQn

su. can b j n g giGa chc myc tieu ngdn hgn va dai hgn.

T6 chuc cAn hogch dinh, cung cdp va quan Iy mot cach hieu lvc va hieu qua cw sw hq thng c6a
minh Tb chutc chn d ~ n hky danh gia s v phu hqp clia cw sw ha thng d& clap vng cac muc tieu. Chn
Bua ra nhbng xem xet thich hqp vd
tinh tin cay cua cw sir hg tbng (gdm xem xet v& tinh ssn co, do tin cay, kha nang duy tri va ha
trq bao tri).
an toan, an ninh,
cac y9u tb cua cw s b hg tang lien quan U&n san phAm va qua trinh,

hieu sudt, chi phi, kha nang va m6i trwwng lam viec, va
tac dong clja cw sw hg tbng twi m6i trwwng lam viec.
T6 chOc cAn nhan bi&t vB danh gia cac rlji ro lien quan U&n cw sw hg tAng va thvc hien cac hanh
dong lam giam nhe cac rlii ro, gdm ca viec lap ra cac k6 hogch phong ngiva b i t trac thda Bang.
CHU TH~CHThBng tin them v& tdc dong cira mBi trvbng, xem TCVN I S 0 14001 va cdc ti& chuin khdc do
Ban Ky thuat TCVNITC 207 biCn soan.
6.6 M8i trwwng lam vigc

~b

chivc chn cung cap va quan Iy mot mBi trwwng lam viec phu hqp U& Ugt dwqc va duy tri s v

thanh cong b&n vbng cOng nhw kha nang cgnh tranh clia cac san ph$m clja minh. Mot m8i trwwng
Iam ~ i e cphu hqp Ia s v kdt hqp cac y4u t8 con nguwi va vat chit, cAn bao g8m c6c xern xkt \I$
-

phuung phap lam viec sang tqo va cac cw hoi tham gia nhibu hwn d6 hien thvc hoa tibm nang
con ngwwi trong t6 c h ~ c ,

-

cac quy tac va hwwng dsn vb an toan va viec siv dung trarlg thikt bi bao ho,
khoa hgc egonomy,

-

cac

-

vj tri clja nwi lam vigc,

Y&U t6

tam ly h ~ cgBm
,
ca ap l v c c6ng viec vB s v cang thing,


TCVN IS0 9004 : 201 1
cw sw vat c h i t cho moi ngwwi trong to chulc,
-

t6i da hoa hieu qua va toi thieu hoa I5ng phi

-

hwi nong, do am, anh sang, luong kh6ng khi, va

-

ve sinh, sw sach s6, tikng on, chan dong va 6 n h i h

M8i trwwng lam viec can thuc day nang s u i t , kha nang sang tao va sw khoe khoan cho nhivng
ngwwi lam viec hay nhOng ngwwi twi tham cw sw c i a t6 chwc (vi dy khach hang, nha cung wng va
d6i tac). Bong thwi, t6 chuc ciing can dam bao rang m6i trwwng lam viec clja rninh phu hqp vwi cac
yeu cAu luat djnh va chk djnh thich hwp c i n g nhw dap wng cac tieu c h u h thich hqp (nhw nhivng
tieu chuan v& quan Iy m6i trwwng, swc kh6e va an toan n g h i nghiep).
6.7 Kien thwc, th6ng tin va c6ng nghe
6.7.1 Khai quat

~6

chwc can thikt I$p va duy tri cac qua trinh d6 quan Iy kikn thwc, thbng tin va cbng nghe nhw

nhbng n g u h Iwc thikt yku. Cac qua trinh nay can d6 cap twi cach thwc nh$n bikt, dat duqc, duy tri,
bao ve, sw dung va danh gia nhu c i u vwi nguon Iwc nay.

~6 chwc

can chia se nhivng ki&n thuc,

th6ng tin va c6ng nghe nay vwi cac ben quan tam, khi thich hqp.
6.7.2 Kien thwc
Lanh dqo cao nhAt can danh gia cach thwc nh$n bikt va bao v+ ndn t i n g kikn thwc hien tgi clja t6
chwc. L5nh dao cao nhht ciing can xern xet cach thwc dgt dwqc kikn thwc yeu c&u d& dap wng nhu
c i u hien tai va twwng lai clja t6 chwc tw cac ngubn noi bcj va ben ngoai, nhw nhivng vien nghien
cwu khoa hgc va ngh& nghiep. Co rat nhieu van d& p h i i xern xet khi xac djnh cach thwc nhan bikt.
duy tri va b i o ve kikn thwc nhw
-

hgc hoi tw cac that bai, cac trwwng hqp thoat nan va cac thanh c6ng,

-

nam bat ki&n thwc va kinh nghiem cda rngi nguwi trong t6 chwc,

-

thu thap kikn thwc tw khach hang, nha cung wng va dbi tac,

-

nam bat kikn thwc kh6ng dwwc ghi nhan bang van b i n (con an kin va da re) tdn tqi trong t6
chiuc,

-

dam bao viec trao d6i co hieu lwc noi dung thbng tin quan trgng (dac biet la tai m6i di6m chung
trong chu6i cung wng va san xuat), va
quan Iy div lieu va hb so.

6.7.3 Th6ng tin
To chwc can thiet lap va duy tri cac qua trinh thu thap diu lieu tin cay, hivu ich va chuyen doi nhivng
diu lieu nay thanh cac thbng tin can thiet cho viec ra quyet djnh.





TCVN I S 0 9004 : 2011
hi& cac xu hwbng x2 hoi, k ~ n ht6, sinh thai h ~ va
c cac khia canh van hoa d/a phvwng lien
quan d6n hoat dong cua
-

t6 chivc,

xac djnh nhu chu v6i cac ngu6n Ivc tv nhien cOng nhw viec bao ve nguBn lwc nay trong dai
han, va

-

danh gia nang Iwc hien tai c i a t6 chivc va qua trinh (xem Phu luc A).

CHU THICH: Thong t ~ nthem ve "hvwng vao khach hang" xem nguyen tAc quan Iy chat lu,wng c6 lien quan
trong Phu luc B.

8.3 Do lwwng
8.3.1 Khai quat

LBnh dao cao n h i t can danh gia ti6n trinh dat dwqc k6t qua dwwc hoqch djnh the0 siv menh, thm
nhin, chi6n Ivqc va muc tieu,

w tat

ca cac cap, m ~qua
i trinh va chivc nang lien quan clja t6 chivc.

CAn sli. dung qua trinh do Ivwng va ph2n tich d& the0 d6i ti6n trinh nay, thu thap va cung cap th6ng
tin can thi6t d& danh gia viec thwc hien va ra quy6t djnh co hieu Iyc. Viec Iya c h ~ cac
n chi s6 thyc
hien chinh va phvwng phap the0 d6i thich hqp la thi6t y6u v6i s u thanh c6ng eta qua trinh do
Ivbng va phan tich.
Phwwng phap dung d6 thu thap th6ng tin v& cac chi s6 thwc hien chinh chn kha thi va thich hqp vwi
t6 chivc. Cac vi du dien hinh gBm
-

cac danh gia va kiem soat r t i ro,

-

phorlg van, phi6u hoi va khao sat v& s y thoa m2n c t a khach hang va cac ben quan tam khac,

-

d6i sanh chuan.
xem xet viec thwc hien, cua ca nha cung ivng va d6i tac, va

-

the0 d6i va lap h6 sw v& cac bi6n dong c t a qua trinh va nhbng d?c trvng clja san p h h .

8.3.2 Cac c h i s6 thwc hien chinh

Cac yeu t6 troug pham vi kiem soat c i a t6 chuc va thi6t y6u d6i vwi sw thanh c6ng b i n vO1ngclia t6
chuc cAn dvwc do lulwng viec thyc hien va dwqc nhan bi6t nhv cac chi s6 thyc hien chinh (KPI).
Cac KPI can djnh lwqng dwwc va giup t6 chivc lap ra cac muc tieu do lwwng dwqc, nhan biet, the0
d6i va dw bao cac xu hvwng cOng nhv ti6n hanh cac hanh d ~ n gkhac phyc, phong ngiua, cai ti&n
khi can. LBnh dao cao nhat can Iya c h ~ cac
n KPI lam cw sw cho viec ra cac quy6t djnh chien I v q c
va chi& thuat. Cac KPI can dwqc lhn lvqt dwa vao mot cach thich hqp thanh cac chi s6 thwc hien

w

cac b~ phan chGc nang va cac cap lien quan trong t6 chivc nham thuc day viec dirt dwqc myc

tieu cap cao nhat
Cac KPI can phu hap vwi ban chat va quy m6 cGng nhv cac san pham, qua trinh va hoat dong cca

t6 chivc. Cac KPI can nhat quan vwi muc tieu c t a ti3 chwc, cac muc tieu nay lai can nhat quan vwi


TCVN I S 0 9004 : 201 1
ch~enlu-oc va chinh sach cua to chu,c (xem 5 2) ~ h xem
n xet thong t ~ ncu th6 ve cac rul ro va co
h o ~k h ~
lva chon cac KPI
Khl 1u.a chon. 16 chUrc can dam bao rang cac KPI dua ra n h h g thong tin co the do lv6ng duac,
chinh xac va t ~ ncay, co thb dung db thuc h ~ e ncac hanh dong khac phuc khi viec thuc hien khdng
phu h a p v61muc t ~ e uhay dk c a ~ti&n h i t u lu8cva h ~ e uqua cac qua trinh Thong tin nay can tinh den
nhu chu va mong do1 cua khach hang va cac ben quan tam khac.
tam quan trong cua cac san phhm r ~ e n gle dB1 vwi

tb chwc ca w hien tai va tuwng lal,

hreu lyc va hleu qua cua cac qua trinh.
vltc s b dung hieu l v c va hltu qua cac ngubn lvc,
kha nang s ~ n hIWI va viec thytc hien tai chinh, va
cac yeu cau lu$t dinh va ch& d/nh, k h thich
~
hqp.

8.3.3 Danh gia nbi b@
Danh g ~ an61 b6 la met cong cu h i t u lux d& xac dinh mwc dcj phu hwp cua he thbng quan Iy cua

tb

chu'c vwi cac tieu chi d?t ra, c6ng nhup dva ra cac thong tin co gia trj cho viec thau hibu, phan tich
va c a ~ti&n lien tyc viec thvc hien cua

tb

chwc. Cac danh gia can dwqc tien hanh bwi nhkng ngwwi

khong tham gla vao hogt dong dwqc danh gia, nham dwa ra cai nhin doc lap ve c6ng viec dang
dwqc thyc hien.
Danh gia nOi bcj chn danh gia viec ap dung va hi& Ivc cua he thbng quan ly. Cac cuoc danh gia co
th6 bao gbm danh gia theo nhieu tieu

chub

v& he thbng quan Iy, nhw TCVN I S 0 9001 (quan Iy

chdt Iwqng) va TCVN I S 0 14001 (quan Iy m6i trwwng), cDng nhw d& c?p d&n cac yeu c i u cu thb
lien quan dbn khach hang, san phhm, qua trinh ho?c n h h g vhn de cy t h i .
D6 dgt dwvc hieu Ivc, danh gia ncji bS, c i n dwqc tibn hanh mot cach nhht quan, bwi nhkng ngwwi
co nang Ivc va theo mot kb hogch danh gia
Danh gia noi bcj la mot cong cu hi& l v c giup nhan b ~ b tcac van de, rui ro va sly khong phu hwp,
cGng nhw giup theo ddi tibn trinh k&t thuc nhbng s v khong phu h q p dwqc nh$n biet trwwc do ( c i n
dwqc giai quy&t thong qua viec phan tich nguyen nhan goc r6, xay dwng va ap dung cac k& hoach
hanh dong khac phuc, phong ngCra). Viec ki6m tra xac nhan hi& l v c cua cac hanh dong dwqc tidn
hanh co thk dwqc xac djnh th8ng qua mot danh gia

vh kha nang d2 dwqc

cai tien cua to chivc trong

viec dgt dwqc cac muc tieu. Danh gia ncji bZ, cirng co th& nham nh?n bibt viec t h ~ hanh
c

tot (co the
dwqc xem xet siu dung trong nhGng khu vvc khac c i a 18 chivc), cOng nhw cac cw hoi cai ti&n.
D i u ra cua danh gia noi b$ cung cap nguon thong tin h5u ich de
-

-

hwwr(g vao cac van d& va sw khong phu hqp,
dbi sanh chuan,
khuybn khich t h ~ hanh
c
tot trong phgm vi

16 chwc, va


TCVN I S 0 9004 : 201 1
tang cvwng s v thong hieu ve s v tuJwngtac giGa cac qua trinh.
Kkt qua danh gia noi bo thwwng dulqc th& hien dwwi dang bao cao gbm cac th6ng tin v& sw phu
hqp vwi tieu chi dat ra, SIJ khong phu hop va cw hoi cai tien. Bao cao danh gia cOng la mot dau vao
quan trong cho xern xet cira I i n h dao. L i n h dao cao nh6t can thikt lap mot qua trinh xern xet 161 ca
c i c bao cao danh gia noi bo d& nhan biet cac xu huvwngdoi h6i cac hanh dong khac phuc hay
phong ngwa rong r i trong
~
16 chuc.

~6 chivc cGng cAn dung ket qua clja cac danh gia khac nhw danh gia clja ben thw hai va ben thw ba
lam thong tin phan hhi cho cac hanh dong khac phuc, phong ngwa.
CHU THICH Hubng dan chi tie1 v& danh g ~ axern TCVN I S 0 1901 1.

8.3.4 Tw danh gia

Tw danh gia la viec xern xet mot cach toan dien va hZ, th6ng cac hoat dong cOng nhw viec thwc hien
lien quan d i n muc do nhuan nhuygn cira 16 chwc (xem Phy lyc A).
Chn sw dung viec tw danh gia d& xac djnh cac di&m manh, di&m Y&U lien quan den viec thwc hien
cOng nhw viec thuvchanh 161 nh6t cua to chuc, 6 ca muc dcj t6ng th& va mivc do cac qua trinh rieng
Ie. Tusdanh gia co the giup to chulc thiet lap th6 tw wu tien, hoach d/nh va thwc hien cac hoat dong
cai ti&n valhoac d6i mwi khi can.
K&t qua t u danh gia h6 trw cho
--

cai tikn lien tuc viec thwc hien trong toan bcj t6 chwc,

-

tien trinh hvwng twi dat dwqc va duy tri s~ thanh c6ng b i n vbng cho t6 chivc,

-

d6i mwi cac qua trinh, san phAm va cw c i u cira 16 chivc khi thich hwp,
thba nhan cac thuBchanh 161 nh6t, va
nhan biet them cac cw hoi c i i tikn

c a n trao d6i thong tin ve ket qua tw danh gia v61 nhbng ngvwi lien quan trong to chwc.

in

siv

dung ket qua nay de chia se hi& bib1 v& 16 chuc va djnh hutwng twwng lai clja 16 chiuc. Ket qua nay

can trw thanh dau vao cho xern xet clja I i n h dao.
CHU THICH 1 TCVN I S 0 10014 neu cong cu tw danh gia dinh hwbng cu th6 vao cac IQI ich tai chinh va kinh
te cca h$ thong quan Iy chat Iwvng clia t6 chiuc.

CHU THICH 2 Thong tin them v& hoat dong t y danh gia xern Phu luc A

8.3.5

~ 6 sanh
i chuan

Dot sanh chuan la met phwwng phap do lvwng va phan tich ma to chivc co the dung de tim kikm
viec thuc hanh tot nhat ben trong va ben ngoai to chwc, vwi muc dich cai tien viec t h ~ chien cira
minh. Co the ap dung d6i sanh chudn cho cac chikn Ivqc, chinh sach, viec v?n hanh, cac qua
trinh, san pham va cw cau t6 chiuc.