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MỘT SỐ GIẢI PHÁP HOÀN THIỆN HỆ THỐNG QUẢN LÝ CHẤT LƯỢNG THEO TIÊU CHUẨN ISO 9001:2000 CỦA CÔNG TY GIẦY THƯỢNG ĐÌNH

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LỜI MỞ ĐẦU
1. Tính cấp thiết của đề tài:

 !"#$%&'
()*+,hiện nay chất lượng là lời giải quan trọng
cho bài toán hội nhập kinh tế quốc tế-.'/*01
*23 45$6/7')$6$89
:$%:;5$<=3C:
• Change: sự thay đổi là thường xuyên và chắc chắn.
• Custumer: khách hàng khó tính hơn, đa dạng hơn.
• Competition: sự cạnh tranh ngày càng quyết liệt-
>005?@:*/ABB!3'30/CDE@)
*/ABB!#$%:F*:$%5,G27
H/CD)5*/ABBI-
>')#$%&()*:0
!/HD:$%:J/*K5#'
LK5#'$M'#$%:N:$%/3
35O*P#/!''$25
/*2-.5:0Q (#$%IRSTUUU:$%
< ()#:$%@#5'< (!

IRSV:N05WXU-UUUD95YZU)[-IRSTUUU$M
'3/H:$%$3 5,732
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Y
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:9J'\!: '9:959: 
!3,-
]235H!"#$%&()*0
&Q (IRSTUUU05&3D#5?
#:5#G%2//H/3
OD7^.$%_,-
], D &3H: `abc. Rd^IeI fghfgSi.gIj gj
.gd^"kelm>gn.lop^.gqS.Irk>gks IRSTUUY`tUUU
>uv>w^.x^Iyx.gop^_zg{-
2. Mục tiêu nghiên cứu:
- B|OM=D#$%)#$%-
- >03 ',/''g)"#$%&(
IRSTUUY`tUUU!7.$%_,-
- _$53 )'3705/5'/*9
593 )/*4:)275+3tUU}:
)#$%!7-
3. Đối tượng nghiên cứu:
g)"#$%IRSTUUY`tUUU!7^.$%
_,-
4. Phạm vi nghiên cứu:
^2959: g)#$%IRSTUUY`tUUU!
7^.$%_,-
5. Kết cấu chuyên để:
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t
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63=:33//*D:!&3
0/*#~3W$M`
Chương I: Cơ sở lý luận:

 !"#$%%%&
Chương II: Thực trạng việc áp dụng Hệ thống Quản lý chất lượng theo
tiêu chuẩn ISO 9001:2000 trong công ty Giầy Thượng Đình:
- '()*+,-
- ',.//*+,-&
- 0//123/456!"#$%%789%%%2:,-&
Chương III: Một số giải pháp nhằm hoàn thiện Hệ thống Quản lý chất
lượng theo tiêu chuẩn ISO 9001:2000 trong công ty Giầy Thượng Đình.
6. Phương pháp nghiên cứu:
 f$M'D<-
 f$M''-
 f$M'D•)/€:''€|•-
 f$M''€|••\%-
q3P|3M7'.R-‚.4g~.A'7
'4=E.\>7^.$%_,:NJ:ƒ$2
F&3D,5'5,&3OD=7:-
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CHƯƠNG I: CƠ SỞ LÝ LUẬN
I. Những vấn đề cơ bản về chất lượng và Quản trị chất lượng:
I.1. Chất lượng:
I.1.1. Một số sai lầm khi hiểu về chất lượng
1

− R3Y`>#$%,„.5$2:|$65?#$%
3C7:9/03#$%-$D5#$%…
OG%2!J5\-
− R3t`>#$%0::$%/7:<?,„.5$2:|$6
#$%/7::$%,05,$%#-.O5#
$%‚::$%<?V••#$%[')#$%-
− R3W`l3#$%)/†33+„gH1:$
P$=|P#*#-.D5#$%
;:.,<?'3:J3)K:3/'7
E/70*(3•‡0
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l$..|3•"54#$%&()*P#<_g))g>bˆ5tU‰-
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Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
− R3Š`v45'3#$%„gH17|5O
*:3'45'3*/#$%~-.D5$6
bC5?}Z‹‡#$% N:9$6DTŠ‹
E$6f'ZU‹N:9EtZ‹'
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− R3Z`J2#$%Œ33+#;$%9-.D
5*3H$63H/|5\33J,
ŒK:3<(3435K0#$%9E
/*9;OM3-_:00,•0/7'*3
9'E09#-
I.1.2. Khái niệm về chất lượng :
>#$%3 /'3P#K/'|P$$6E
<DaM3+'3;{•|3:*#$%-/*:N
'56*< 25/H7$69
3)a+3;:&{0$6/
/&M#$%-^':N$6‡#$%0->#
$%'3 /'3K5,$%K-
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N:9
tZ‹'

tZ‹$6
K
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$6$6<7<':#$%$20: !
H:05#/0:41:J::!#$%-.D3•)
:410,9D:$%3 :41/7•P'-
− .&(IRS}ŠUt`#$%D%':;•!3 O
V:)$%[9OV:)$%[:00/+3N:N
0;3(-
− .&K:.*]\7`>#$%\•
# •M<!ODO3ODO|<
2ODO/'-
− .&•-I/Ž`#$%/•+3N
!45$62•L#-
− .&P#`>#$%(34:'
(/CD:5-
− .&$6<`#$%<*0/'$6
P-
− .&$6G`#$%OG%233)!H
#$%(34'/•9
+ •+/CD•!0
+ G••
+ 2:/G-
]23:•P&3P†)#$%,&3#:4
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4 +=A/3
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Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
]2'$5' •!(3`
− R(30•$6@0:0/+#
3N$6:*(3-
− .•/*310/7‚0:$%
− R(390!$6G0:$%
$6@5$*;'*3:%-
− R(30/+:OM3•
:\:$%3;'O-
− R(3:'100'54M•2'
(3$MOG9-
I.1.3. Các nhân tố ảnh hưởng đến chất lượng :
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[ >'|)K375$6<`
 CDD.EE `:\:|5*2:N9
5'325//*'D
:$%5E!#$%5+3)*/ABB:*/ABBI-
>#$%:N5=7\<*5-:;:3
!:9:N:;'|32#:#
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− B$2'2O3 D!'
/**2!3H)-_(39O$M39)*
− RO'5!*< /H7
− >95+G2O<N!45$6
− ]5E%*#$%:5=:
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^R-‚_,fV!<[^'5,#$%5\.5$6_9H•*)
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Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368

Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
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OJ:4$2O'5!#$%(3-R(3…0
~9/0:'!/'-B$2'5
!#$%(3 !*:;:3P$2D
: !545$6-J:9:\
,#$%|::'/6!
/'-x3#$%:9:$%!(3'
:$%:;:3•#!-_*$%3,9 
,59/*/+'5,: D0&
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B':4:J#5J:;:3P$2D: !
+:5H#:+#$%!(3-
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− .5,: #$%!(3/7$%'29/+
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(3-.*< /H7/7296:03(3
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33N!$6G)M-
− .*< /H79$M:5/H
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P#M65<4$M:$6O<'•3*/*
)M:9M-
− 6*< /H73P#'~O32)M
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 <EG=/.E*+/+8 
Q#/’3 “9: 53 375$6/
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/*0': 5O*2:*9|#
$%(3!->M*9375$6D%
:$*/*(3-$“95†J
:(|#$%(37M*/*
/•95<< '|•O!'9
*#$%-b;/'0E9375$69539
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(3-b M*G%Œ/••':(39:$
*|#$%(34-
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'*)5*)+'€PN !3‡/O4
5$63‡)3‡| 0$=5#2:*,':;
•#$%(3-*)+':9:PN D
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$%!(3:~60$='*7':4
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+':9:PN ! :~PN ->#$%< :;
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'|::$%3N-:;•#$%!(3…
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>$6|)5O*95*:4:*#$%
(3->G27$6J:9#$%5
M=3•->#$% 5,: 37
/35'3')%'3
3H< D5-g,'5~|O:'
:$%O3#$%3 5
 M<!#$%5:9-
 NI/->E?G,>*+5:+4 8
b‡:*9: 5:/P':4
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$=5#2:*#$%(3:;<
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*<4!/+<)5•)%3'30*<4$M
P#$=2:*#$%'9: #$%(3
95->79D/0095(3#$%G%
2!/'/*'…/*•/CD-"
3'30*<4)5:0P':4:J$M$2:$:\32
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•+:$:\3279 ,,3'30*<4
0/+•: )!'-R@*
/303'30*<40/*%702
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:\32:##$%(33 5$25H
|#$%9: !-
 -O;-O*+5:+48 
b 5*):3#(3,
' •#$%D-],D:;:3#
$%D$=5O*:*#$%(3-b‡9
D/'Œ,:;•#$%/'
-.•:~#('!DM=5H
\:4#$%(3-_O'3#$%:;5
\)):;<'5,P#”
\))/7…:3<:J!9#
$%)$%3E:3<:J3;6-b )
))0O)%';Œ:~< <
P#-.5375$6/953)
$=\:423 )<'5H:3
<#$%(3!-
 C2DP;*+5:+48 
"#$%O5:3*)`3 
3 )5:00O)%:~< )#'<
D+-b#$%:;5:$%O5M=3•
 5#25,: \!3‡->#$%!
9: '#$%!-RO)%/'
%'~O0:95(39 D
O<*#$%#$%5,: P|O…:9
\O$M5,•'3#$%!'< 
Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
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Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
!-.&•-qŽ5–&3,02}Z‹#:
#$%9: |5-],DM )
|#$%(33N!/'
•'…/*•/CD-
II. 2. Quản trị chất lượng(QCS- Quality Cost Schedule):
II.2.1. Khái niệm:
5
− "54#$%3 )'9: '<''
5,•PN /*•/CDO5O/H
:9?3@3+::3<5,/7K
*#$%?33N):!PN 2•L
#-
− "54#$%D%: !+54
?3P':43•'#$%“$5'3O
J7'<'`D/*9#$%:3<#$%
*#$%5/7/\!)-
− "54#$%5 toàn bộ quá trình sản xuất kinh
doanh:$%37E5E#$%
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l$..|3•"54#$%&()*P#<_g))g>b
5WZ‰-
Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
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Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
Biểu đồ 1: Vòng tròn quản trị chất lượng theo ISO 9000.
II.2.2. Các đặc điểm cơ bản của Quản trị chất lượng :
− bM<Wf`Vf&5—53&f5&f[;V˜
˜f5&˜3&[-
− m$=#$%!54#$%a•7‡{
V™–•™&5&—&[-
− >*D:OffbVff5&&b5[2
$M|3a3:JK:{V–5&—53&[a•70
~/{V/5[;a•46:J|{VšI.•š3&[-
− "54#$%7|3:*$6-
− >#$%5*/7%D5*-
Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368
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Q':;
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