1. So tay chat luong

8/10/2019 1. So tay chat luong

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M ha ti liu HA-10-01/STCLLn ban hnh 01Ln sa i 00

Ngy ban hnh 30/07/2011Trang 1/44

Stay chtlng Trang: 1/44

Ln ban hnh : 01

Ln sa i : 00

Ngy ban hnh : 30/06/2011

Tng s trang :

Bin son Xem xt Ph duyt

Ch k

H tn

Chc v

MC LCBNG GHI NHN NI DUNG SOT XT, SA I................................... 2

CHNG 1: GII THIU S TAY CHT LNG...................................... 3

1.1. Mc ch ........................................................................................................ 3

1.2. Phm vi p dng ............................................................................................ 31.3. Ti liu tham kho......................................................................................... 3

S TAYCHT LNGH THNG QUN L CHT LNG


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1.4. nh nghav cc t vit tt.......................................................................... 3

1.5. Qui nh cch thc kim sot s tay cht lng............................................ 3

1.6. Nhng loi tr khng p dng....................................................................... 3

CHNG 2: GII THIU CNG TY CPSX NHA HNG ANH................ 3

2.1. Giithiucng ty .......................................................................................... 3

2.2. S t chc trong phm vi xy dng HTQLCL......................................... 3

CHNG 3: THNG TIN LIN H.................................................................. 3

CHNG 4: H THNG QUN L CHT LNG.................................... 3

4.1. Yu cu chung................................................................................................ 3

4.2. Yu cu v h thng ti liu........................................................................... 3

CHNG 5: TRCH NHIM CA LNH O............................................ 3

5.1. Cam ktcalnh o..................................................................................... 3

5.2. Hngvo khch hng .................................................................................. 35.3. Chnh sch chtlng................................................................................... 3

5.4. Hochnhcht lng................................................................................... 3

5.5. Trch nhim, quynhnv trao ithng tin ............................................... 3

5.6. Xem xt calnh o..................................................................................... 3

CHNG 6: QUN L NGUN LC.............................................................. 3

6.1. Cung cpngunlc....................................................................................... 36.2. Ngunnhn lc.............................................................................................. 3

6.3. Cshtng ................................................................................................. 3

6.4. Mi trnglm vic...................................................................................... 3

CHNG 7: TO SN PHM........................................................................... 3

7.1. Hochnhqu trnh tosnphm............................................................... 3

7.2. Cc qu trnh lin quan n khch hng ........................................................ 37.3. Thitkv pht trin..................................................................................... 3


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7.4. Mua hng ....................................................................................................... 3

7.5. Snxutv cung cpdchv........................................................................ 3

7.6. Kimsot phng tingim st v o lng................................................ 3

CHNG 8: O LNG, PHN TCH V CI TIN.................................. 3

8.1. Khi qut ........................................................................................................ 3

8.2. o lngv gim st ..................................................................................... 3

8.3. Kimsot snphm....................................................................................... 3

8.4. Phn tch dliu............................................................................................ 3

8.5. Citin........................................................................................................... 3

DANH SCH TI LIU QMS ISO 9001:2008................................................... 3

PH LC NH KM.......................................................................................... 3

BNG GHI NHN NI DUNG SOT XT V SA I

Stt Phin bn s Ni dung sot xt, sa i Ngy sot xt

01 01 Ban hnh p dng 30/07/2011


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Ghi ch:Ni dung trong bng trnphi c ghi nhn y khi ni dung trong

ti liu ny c bt c s hiu chnh / sot xt hay sa i no.

CHNG 1: GII THIU S TAY CHT LNG

1.1. Mc ch:

Stay chtlngcaCng ty c son tho v ban hnh nhm:

- M t h thng qun l cht lng hin ti ca cng ty v s tng tc ca

cc qu trnh trong h thng qun l cht lng


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-

Cung cp cho bn nh gi th ba thc hin nh gi chng nhn

- Gii thiu cho khch hng v chng minh vic kim sot cc hot ng sn

xut v thng mi ca cng ty

1.2. Phm vi p dng:

i.

i tng p dng: H thng qun lcht lng theo tiu chun TCVN

ISO 9001:2008

ii.

Phm vi p dng: Cc c nhn / b phn c lin quan trong phm vi xy

dng H thng qun l cht lng v ton b nhn vin ca cng ty.

1.3. Ti liu tham kho:

- B tiu chun TCVN ISO 9001:2008

- H thngti liu cht lng trong cng ty

1.4. nh nghav cc t vit tt:

- TG : Tng gim c- P. TG : Ph Tng gim c

- TP. NS : Trng phng nhn s

- TP. KH-TC : Trng phng k hoch ti chnh

- TP. KD : Trng phng kinh doanh

- TP. VT : Trng phng vt t

- TP. QC : Trng phng QC- TP. TK : Trng phng thit k

- Q : Qun c

- HTQLCL : H thng qun l cht lng

- DLCL : i din lnh o v cht lng

- STCL : S tay cht lng

- CSCL : Chnh sch cht lng- MTCL : Mc tiu cht lng


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1.5. Qui nh cch thc kim sot STCL:

S tay cht lng c kim sot theo qui nh trong quy trnh kim sot ti

liu:HA-10-02/QT

Nu c nhu cu phn phi ra bn ngoi (cho khch hng nhm mc ch tip

th, ) th phi c s ph duyt chp thun ca Tng gim c.

1.6. Nhng loi tr khng p dng:

Cng ty sn xut, thng mi v bao gm c hot ng nghin cu, thit k v

pht trin sn phm v vy khng loi tr bt c iu no theo tiu chunTCVN

ISO 9001:2008

CHNG 2: GII THIU CNG TY

2.1. Gii thiu cng ty:

2.1.1. Lch s hnh thnh v pht trin:


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M ha ti liu HA-10-01/STCLL n ban hnh 01Ln sa i 00Ngy ban hnh 30/07/2011Trang

7/44



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CHNG 3: THNG TIN LIN H

3.1. Tr s chnh:

a ch :

3.2. Nh my sn xut:

a ch :

CHNG 4: H THNG QUN L CHT LNG

4.1. Yu cu chung:

Cng ty . xy dng v lp thnh vn bn cho cc qu trnh l in

quan n cc hot ng sn xut v thng mi, o to thc hin, duy tr v

thng xuyn nng cao tnh hiu lc ca HTQLCL mt cch c hiu qu nhmmc ch tha mn ngy cng cao yu cu v mong i ca khch hng.


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H thng qun l cht lng

4.2. Yu cu v h thng ti liu:

4.2.1. Cu trc h thng ti liu hin ti ca cng ty c m t:

Cp ti liu Ti liu HTQLCL Ti liu bn ngoi

Ti liu cp 1

- Cc bn v

- Cc tiu chun, ch tiuk thut ca nh thu

Ci tin lin tc HTQLCL

Khch

hng:

Yucu

Khch

hng:

- CcThamn

Trch nhim ca lnh

o

Qun l ccn un l c

o lng, phntch v citin

Qu trnh to sn phm

Cc qu trnh Sn

xutkinh doanh Sn phmu vo

u ra

Ghi ch:

Dng thng tin

Hotnggia tng gi tr

QQUUYYTTRRNNHH

HHDDCCVV,,QQ,,BBMM

CCSSCCLL,,SSTTCCLL


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Ti liu cp 2

Ti liu cp 3

Ti liu cp 4

- H s thu

- Cc ti liu php l

-

4.2.2. M t s tng tc gia cc qu trnh trong HTQLCL:

Cc qu trnh trong HTQLCL ca cng ty bao gm

Qu trnh v cc hot ng qun l:

- Xc nh chnh sch cht lng v mc tiu cht lng

- nh hng khch hng;

- Phn b v hoch nh vic thc hin mc tiu cht lng;

- Hoch nh h thng qun l cht lngbao gm vic nhn dng cc qu

trnh, xc nh cc mi tng tc ca qu trnh v chun mc o lng cc

qu trnh;

- Xc nh c cu t chc, chc nng trch nhim v quyn hn

-

Qu trnh cung cp ngun lc (tuyn dng, o to)- Qu trnh xem xt ca lnh o

- Qu trnh o lng s tha mn ca khch hng

- Qu trnh nh gi ni b

- Qu trnh kim sot hnhng khc phc

- Qu trnh kim sot hnh ng phng nga.

Qu trnh thc hin sn phm:- Qu trnh tip nhn, xem xt yu cu ca khch hng


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-

Qu trnh trin khai thc hin yu cu ca khch hng

+ Qu trnh mua hng

+ Qu trnh cung cp dch v

+ Qu trnh nhn dng v truy tm ngun gc sn phm

+ Qu trnh kim sot ti sn ca khch hng

+ Qu trnh bo qun sn phm

+ Qu trnh kim sot sn phm khng ph hp

Qu trnh h tr

- Qu trnh kim sot ti liu

- Qu trnh kim sot h s

- Qu trnh kim sot my mc thit b

- Qu trnh kim sot thit b kim tra, o lng th nghim;

Trong sut qu trnh cung cp sn phm, mi tng tc ch yu xy ra giaqu trnh chnh vi cc qu trnh sau:

Qu trnh cung cp ngun lc;

Qu trnh kim sot my mc thit b;

Qu trnh nhn dng v truy tm ngun gc sn phm;

gii quyt cc mi tng tctrn, Tng gim c cng ty thit lp cc

quy trnh xy dng h thng ti liu bao gm cc quy trnh trong c xc nh c

th trch nhim v quyn hn, phn cng cng vic cho cn b qun l thc hin

kim tra cc cng vic c nh hng n cht lng sn phm;

Xc nh tiu chun nng lc ca nhng ngi thc hin, kim tra v qun l

m bo nhng ngi thc hin cng vic trc tip nh hng n kt qu cung

cp sn phmc nng lc p ng v khng c s chng cho v trch nhim

ti mi bc cng vic


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4.2.3. Kim sot ti liu:

- Cng ty mbocc ti liuhinhnh caHTQLCL ckimsot biH

thngkimsot ti liucacng ty (kccc ti liuc ngungcbn ngoi).

Mc ch ca vic kim sot ti liu nhm m bo cc ti liu c hiu lc, tha

ng c phn phi y kp thi n ni c nhu cu s dng, trnh vic p

dng nhm ln nhng ti liu ht hiu lc hoc c sa i, iu chnh dn

n cc ri ro c lin quan n vic khng p ng yu cu ca khch hng.

- Cc ti liutrckhi cban hnh cxem xt v ph duyt bicpc

thmquyn.

- Mi saib sung v ti liu chc thc hin khi c yu cuv ph

duyt ca cp c thm quynph duyt ti liu trc. Vic sai b sung

cghi nhnv c cch thcnhndngnhnbit.

- Cc ti liucnhnbittheo tn, m sti liu, ngy hiulcv sxtduyt.

- Cc ti liulithiphicrt khini sdng, hybv ngduTi

liulithi vo bngc. Nuti liuclu litham khohay lu gi cn

thitphic duhiunhnbit.

Ti liutham chiu: Quy trnh kim sot Ti liu- m ha: HA-10-02/QT

4.2.4. Kim sot H s:- Cng ty mbocc dliucnthitcamihotnglin quan n cht

lngucghi chp, kimsot, qunl mtcch chtchnhmlm cs

citinHTQLCL, chng minh sph hpviyu cuquy nhv hotngc

hiulccaHTQLCL thng qua victhitlpv duy tr thtcdngvn bn

phn bit, ln thmc, boqunv hybcc hschtlng.

- Hsghi chp phir rng, dhiu, truy xutkhi cnthit.


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- Ttccc loiHsckimsot theo quy nhtrong danh mchs.

Danh mcny xc nhchngloicaHstheo tngchngloi, vtr lu gi,

thigian lu trv bphnc trch nhimlu tr.

- Khi Hshtthihnlu tr, Hsschybhoclu gi thm mt

thigian nucnthit.

Ti liutham chiu: Quy trnh kim sot H s M ha: HA-10-03/QT

CHNG 5: TRCH NHIM CA LNH O

5.1. Cam kt ca lnh o:

Tng gim cCng ty cam ktxy dng, thchinHTQLCL v citinlin

tctnh hiulccan nh sau:

- Truyntn ton thnhn vin cng ty vchnh sch cht lng, tm

quan trngcavic png cc yu cucakhch hng cngnhyu cu

caphp lut.

- Xc nhChnh sch cht lng v Mctiu chtlngcaHTQLCL ti

Cng ty v cvn bnha. NhngMctiu chtlngphiph hpvi

mcchcacng ty v mong icakhch hng.

- nh k s t chc xem xt liHTQLCL m boh thngny lun

thch hp, iuny cquy nh trong mc5.6 caSTCL.

- Cam kt cung cpngun lc cn thitxy dng, thchinv ci tin

HTQLCL, iuny cthhinchi tittrong mc6.1 caSTCL.

5.2. Hng vo khch hng:


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-

Tng gim c cng tymbocc yu cucakhch hng cxc nh

v png nhm mcchnng cao s tha mn cakhch hng. iu ny

c th hin chi tit trong mc 7.2.1 ca STCL

- Yu cucakhch hng cxc nh, theo di v png thng qua cc

quy nhvvicxc nhyu cucakhch hng v nhgi sthamn

cakhch hng. iu ny c th hin chi tit trong mc 8.2.1 ca STCL

5.3. Chnh sch cht lng:

Tnggim cCng ty mbochnh sch chtlngcthitlp, truyn

tv thuhiun ttcnhn vin trong ton Cng ty.

Chnh sch cht lng lun cxem xt v iuchnh thch hp theo tng

giai onv chin lckinh doanh cacng ty. Chnh sch cht lng l c s

cho vic thit lpmc tiu cht lng v ci tin thngxuyn hiu lc ca h

thng.Vimong munlun em lishi lng v gia tng gi trthng qua cc sn

phmcacng ty. Tnggim ccng ty a ra Chnh sch chtlngv cam

kttun thcc yu cucaPhp lut, thitlp, thchin, duy tr v lin tcci

tinHTQLCL tccam ktni trn.

Ti liutham chiu: Chnh sch cht lngM ha: HA-20-01/CSCL


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CHNH SCH CHT LNG

Cng ty phn u tr thnh nh cung cp sn phm ph kin nha dng

cho s v sinh hng u Vit Nam. Chng ti cam kt:

p ng v nng cao s tha mn ca khch hng thng qua vic cung

cp cc sn phm c cht lng tt nht v dch v hu mi chu o.

m bo thc hin tt cng tc o to i ng cn b cng nhn vin

c nng lc v k nng cn thit nhm thc hin tt cng vic c

giao v nng cao sc cnh tranh ca cng ty.

Xy dngmi trng lm vic lnh mnh v cng bng i ng cn b

cng nhn vin c th pht huy ti a kh nng sng to v c c hi

pht trin ngh nghip.

Thit lp, duy tr v khng ngng ci tin h thng qun l cht lng

theo tiu chun TCVN ISO 9001:2008

Ton th cn b cng nhn vin cng ty lun lm vic vi phng chm

hng n khch hng:

Ban lnh o v ton th cn b cng nhn vin cng ty cam kt: Chnh

sch cht lng ny c thu hiu, duy tr v thc hin mi cp.

Tp. HCM, ngy thng nm 2011

TNG GIM C

HA-20-01/CSCL


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5.4. Hoch nhcht lng:

5.4.1. Mc tiu cht lng:

- Trn c s chnh sch cht lng, cng ty thit lp cc mc tiu cht lng

v phn b n tng n v, cc b phn clin quan trong cng ty.

- Mctiu chtlngc xy dng xut pht t nhng nhu cu v mong

i ca cng ty, cc yu cu v sn phm cung cp nhm hng n tnh

hiu lc ca h thng qun l cht lng v s pht trin bn vng ca

cng ty.

- Ty theo tnh cht v ni dung ca tng loi mc tiu, quy m ca tng b

phn m cng ty s thc hin xem xt nh gi o lng kt qu thc hin

theo tng thi im thch hp. Kt qu xem xt vic thc hin s l c s

cng ty a ra nhng gii php nh b sung ngun lc, thay i qyutrnh, hoc iu chnh mc tiu, vv...

- Ktquv hiuqucavicthchinCSCL v MTCL scxem xt

nhktrong cc cuc hpxem xt calnh o.

Ti liutham chiu:Mc tiu cht lng- M ha: HA-20-02/MTCL


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MC TIU CHT LNG

Nhm tng bc thc hin Tm nhn, S mng v Chnh sch cht lng, Ban

lnh o Cng ra cc mc tiu cht lng c th trong giai on 2011 v

2012 nhsau:

1.

100% sn phm c bn ra ng yu cu k thut v mc ch s dng ca

khch hng.

2. 98% giao hng ng hn, ng s lng, ng chng loi theo n t hng

ca khch hng.

3.

Cht lng sn phm:Ti a khng qu 0,02 % sn phm li/ sn lng

cung cp cho khch hng / nm.

4. 100% cn b cng nhn vin c o to ph hp vi yu cu cng vic

5. t sn lng 1.000.000 sn phm / nm

6. Xy dng h thng qun l cht lng t theo tiu chun TCVN ISO

9001:2008 vo thng 12/2011.


TNG GIM C

HA-20-02/MTCL


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5.4.2. Hoch nh HTQLCL:

Ban gim c cng ty m bo tin hnh hoch nh h thng qun l cht

lng p ng cc yu cu ca tiu chun. Khi c nhu cu thay i nh m

rng quy m hot ng, thay i c cu t chc, pht trin thm sn phm

mi,vv... lnh o cao nht ca cng ty m bo tnh nht qun ca h thng qun

l cht lng c duy tr, c hoch nh v thc hin li theo nhng trnh t c

bn sau y:

- Xem xt v iu chnh chnh sch cht lng trn c s cc chnh sch v

chin lc ca cng ty, nhu cu v mong i ca khch hng, cc yu cu

lut nh, vv;

- Nhn dng li cc qu trnh cn thit trong h thng qun l cht lng,

xc nh cc bin php kim sot; khai bo c thay i v xc nh li

trnh t cng nh cc mi tng tc ca qu trnh;

- Xc nh c cu t chc, trch nhim quyn hn v chc nng ca cc b

phn;

- Nhn dng cc nhu cu v ngun lc;

-

Xc nh li cc chun mc v phng php cn thit m bo vic tc

nghip v kim sot cc qu trnh ny mt cch c hiu lc;

- o lng, theo di v phn tch cc qu trnh v thc hin cc hnh ng

cn thit t c kt qu d nh v ci tin lin tc tnh hiu lc ca

cc qu trnh v h thng qun l cht lng.

- Vic hochnhHTQLCL c cam kt thc hin biTng gim c.

iuny c th hin trong k hoch ca cng ty, cc k hoch kim


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sot qu trnh, khochkimsot chtlng, khochut, khoch

nhn s,

5.5. Trch nhim, Quyn hn v trao i thng tin:

5.5.1. Trch nhim v Quynhn:

gip minhn vin unhnbitcmiquan hgiacc phng chc

nng v cc n vtrcthucnhmphi hptttrong cc hotngsnxutkinh

doanh hngngy. StchcCng ty cthit lpr rng v c th, m t

tngqut cc bphn, phng ban theo , trch nhimv quynhncacc thnh

vin cm tchi tittrong bngm tcng vic.

Ti liutham chiu:

S t chc M ha: HA-20-03/STC

Bng m t cng vic -Ph lc nh km

5.5.1.1 Tng Gim c5.5.1.2 Ph tng gim c Kinh doanh- Ti chnh

5.5.1.3 Ph tng gim c K thut- Sn xut

5.5.1.4 Trng phng nhn s

5.5.1.5 Trng phng k hoch- ti chnh

5.5.1.6 Trng phng kinh doanh

5.5.1.7 Trng phng vt t5.5.1.8 Trng phng thit k

5.5.1.9 Qun c

5.5.1.10 Trng phng kim sot cht lng(QC)

5.5.1.11 Tr l Snxut

5.5.1.12 Cc phng ban, t sn xut


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5.5.2. i din lnh o:

Tnggim cbnhimmt idinlnh o, ngoi cc trch nhimchnh

cn c trch nhimv quynhnkhc nh sau:

- mbocc qu trnh cnthitcaHTQLCL cthitlp, thchinv

duy tr.

- Bo co cho TGvktquhotngcaHTQLCL v vminhu cu

citin.

- mbothc yton btchcnhnthcccc yu cucakhch

hng.

- C trch nhimlin hvicc tchcbn ngoi vcc vnc lin quan

n HTQLCL.

Ti liutham chiu: Quyt nh b nhimQMRM ha: HA-20-05/Q

5.5.3. Trao i thng tinni b:- Thng tin ctruyntbngcc phng tinnh: cc loiti liu, hs

lu hnh trong cng ty, cc bnbo co, thng bo, hun luyn, hpnh

kbngvn bngiyhocvn bnint,

- Cc cuc hpgiao ban, hpxem xt calnh oc vai tr quan trngcho

vic trao i thng tin gia lnh ov nhn vin. Bin bnhp l bng

chng cho vicbo co vtnh hnh chtlnglin quan v gip ban lnho nhhng citinHTQLCL

Ti liu tham chiu:Qui nh trao i thng tin M ha: HA-20-06/Q

5.6. Xem xt ca lnh o:

5.6.1. Khi qut:

- nh k 1 nm 1 ln, Ban lnh o thc hin xem xt HTQLCL m bo

tnh hiu lc, tha ng v y .- Cc bin bn lm vic, hp c duy trtrong h s xem xt ca lnh o


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Ti liu tham chiu:

Quy trnh hp xem xt ca lnh o M ha: HA-20-07/QT

5.6.2. u vo ca vic xem xt:

- Kt qu ca cc cuc nh gi ln trc

-

Phn hi ca khch hng

- Nhng thay i, khuyn ngh v ci tin

-

Vic thc hin cc qu trnh v s ph hp ca sn phm

5.6.3. u ra ca vic xem xt:

u ra ca vic xem xt bao gm cc quyt nhv hnh ng lin quan n

- Vic ci tin hiu lc ca HTQLCL, cc qu trnh ca h thng

- Vic ci tin sn phm lin quan n cc yu cu ca khch hng

- Nhu cu v ngun lc


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CHNG 6: QUN L NGUN LC

6.1. Cung cp ngun lc:

- Ban lnh ocng ty xc nh v cam kt cung cp y ngun lc

thc hin duy tr v ci tin lin tc tnh hiu lc ca HTQLCL.

- Vic xc nh v cung cp ngun lc trn c s thc hin cc CSCL,

MTCL v trong cc cuc hp xem xt ca lnh o nhm cung cp y

ngun lc cn thit nng cao s tha mn ca khch hng.

6.2. Ngun nhn lc:

6.2.1. Khi qut:

Tng gim c cam kt tt c cn b, nhn vin trong cng ty c tuyn

dng, hun luynv o to thch hp vi yu cu cng vic c giao.

6.2.2. Nnglc, o to v nhn thc:

- Nng lc cn thit ca nhn vin thc hin cng vic c xc nh trong

bn m t cng vic tng ng vi chc danh, nhm lm cn c cho vic

tuyn dng u vo.

- Tin hnh o to p ng y cc yu cu cng vic nh hng n

s ph hp ca sn phm. cng vic o to c th:

+ o to ni b+ Mi chuyn gia bn ngoi n o to

+ Gi nhn vin tham d cc kha hc bn ngoi.

- m bo nhn vin nhn thc c tm quan trng v s thch hp cc

hot ng ca h trong vic p ng cc mc tiu cht lng

- Cc ti liuv oto, gio dc v kinh nghim canhn vin s c lu

gitrong h s tuyn dng v o to.Ti liu tham chiu: Quy trnh tuyn dngnhn sM ha: HA-30-01/QT


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Quy trnh hun luyn v oto- M ha: HA-30-02/QT

6.3. C s h tng:

C s h tng ca cng ty c xc nh:

- Nh xng, khng gian lm vic v cc phng tin km theo

-

Trang thit b, my mc, khun mu,

- Cc dch v h tr nh: cn tin, h thng cp nc, nh lu tr, phng tin

di chuyn,

Nhu cu v c s h tng c p ng thng qua cc k hoch bo dng,

bo tr v sa cha cc trang thit b my mc, cc k hoch u t thit b, mt

bng, kho bi,

Ti liu tham chiu:

Quy trnh bo dng v sa cha my mc, thit b- M ha: HA-30-03/QT

6.4. Mi trng lm vic:Cng ty xc nh v qun l mi trng lm vic cn thit t c s ph

hp i vi cc yu cu ca sn phmv sc khe ca ngi lao ng. Cc yu t

mi trng lm vic bao gm:

- m bo nh sng y , bao gm c nh sng nhn to v nh sng t

nhin

-

Nhit mi trng, thng gi, m, ting n, khi bi, khng nhhng n sc khe ca ngi lao ng

- Mt bng thng thong, sch s, trang b y cc c s ph m bo an

ton v sinhlao ng cho ngi lao ng

- Khng gian lm vic m bo cho cc thao tc lm vic ca ngi lao ng

- Ni sn xut, kho bi v cc iu kin bo qun m bo cht lng cho

sn phm khng b suy gim.- Duy tr mi quan h thn thin, on kt trong ton cng ty.


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Ti liu tham chiu:

Quy trnh gim st mi trng lm vic M ha: HA-30-04/QT


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CHNG 7: TO SN PHM

7.1. Hoch nh vic to sn phm:

Qu trnh to sn phm c cng ty lp k hoch v trin khai cc qu trnh

cn thit m bo vic to sn phm nht qun vi cc yu cu ca cc qu trnh

khc ca HTQLCL.

Trong qu trnh hoch nh vic to sn phm cxc nh da trn nhng

ni dungsau:

- Cc mc tiu cht lng, yu cu cht lng ca sn phm c xc nh

trong cc ti liu k thut, ti liu t hng ca khch hng, cc tiu chun

ni b v bn ngoi, cc yu cu lut nh,

- Thit lp cc qu trnh v ti liu cng nh cung cp y cc ngun lc

c th i vi vic to sn phm.

- m bo cc hot ng kim tra xc nhn, cc hot ng theo di o lng,

th nghim c th v cc tiu ch chp nhn sn phm.

- Lu d cc h s cn thit cung cp bng chng cho cc qu trnh to

sn phm thc hin p ng y cc yu cu.

7.2. Cc qu trnh lin quan n khch hng:

7.2.1. Xc nh cc yu cu lin quan n sn phm:- Cc yu cu khch hng a ra gm: chng loi, s lng v cht lng

ca sn phm, gi c, bao gi, thi gian, a im v cch thc giao hng,

bo hnh,

- Mc chs dng ca sn phm,

- Cc yu cu lut nh

-

Cc yu cu b sung do cng ty xc nh l cn thit7.2.2. Xem xt cc yu cu lin quan n sn phm:


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Cng ty phi xem xt cc yu cu lin quan n sn phm trc khi cam kt

cung cp sn phm cho khch hng v m bo rng:

- Yu cu v sn phm c nh r bng vn bn nh: hp ng, n t

hng, v nhng yu cu c xc nh v c khch hng chp

thun.

- Cc yu cu trong hp ng / n t hng khc vi nhng iu tha thun

trc u cgii quyt

- Cng ty m bo kh nng p ng cc yu cu nh

- Vic thay i, sa i hp ng / n t hng m bo c ghi nhn,

xem xt v thng bo n tt c cc c nhn / b phn c lin quan thc

hin.

- Khi khch hng a ra cc yu cu khng vn bn, cc yu cu ca khch

hng phi c cng ty khng nh trc khi chp thun.- Thc hin duy tr h s kt qu ca vic xem xt v cc hnh ng ny sinh

t vic xem xt.

Ti liu tham chiu: Quy trnh giao hngM ha: HA-40-09/QT

7.2.3. Trao i thng tin vi khch hng:

Cng ty m bo vic xc nh v sp xp vic trao i thng tin vi khch

hng c hiu qu lin quan ti:- Thng tin v sn phm

- X l cc yu cu, hp ng / n t hng, k c cc sa i v phn hi,

khiu ni ca khch hng.

Ti liu tham chiu:

Quy trnh gii quyt khiu ni khch hngM ha: HA-40-10/QT

7.3. Thit k v pht trin:7.3.1. Hoch nh thit k v pht trin:


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Cng ty m bo vic thit k v pht trin sn phm c lp k hoch v

kim sot. Ni dung hoch nh nh sau:

- Lp k hoch cho tnggiai on ca thit k v pht trin

- Thc hinxem xt, kim tra xc nhn v xc nhn gi tr s dng cho mi

giai on thit k v pht trintng ng theo k hoch

- Phn cng, nh r trch nhim v quyn hn ca cc c nhn / b phn c

lin quan trong tng giai on c thca thit k v pht trin

- m bo s tng giao v trao i thng tin gia cc nhm c tham gia vo

vic thit k v pht trin c hiu qu v r rng.

7.3.2. u vo ca thit k v pht trin:

Cc u vo ca vic thit k v pht trin bao gm:

- Cc yu cu v chc nng, cng dng ca sn phm

-

Cc yu cu lut nh- Cc thng tin thch hp t cc thit k tng t trc

- Cc yu cu thit yu cho vic thit k v pht trin

Cc yu cu ny c m bo c xc nh, xem xt v s tha mn, y

, r rng, khng mu thun vi nhau v c lu gi h s

7.3.3. u ra ca thit k v pht trin:

u ra ca thit k v pht trin phi dng thch hp kim tra xc nhntheo u vo v phi c ph duyt trc khi ban hnh. u ra ca thit k v

pht trin phi p ng:

- Cc yu cu u vo ca thit k v pht trin

- Cc thng tin cho vic mua hng, sn xut v cung cp dch v

- Cc chun mc, tiu chun chp nhn ca sn phm

-

Cc c tnh ct yu cho an ton v s dng ng ca sn phm.7.3.4 Xem xt thit k v pht trin:


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Vic xem xt thit k v pht trin c thc hin theo hoch nh ti nhng

giai on thch hp nhm:

- nh gi kh nng p ng cc yu cu ca cc kt qu t vic thit k v

pht trin

-

Nhn bit mi vn trc trc v xut cc hnh ng cn thit

Vic xem xt thit k v pht trin m bo c xem xt bi tt c nhng

ngi tham gia v c lin quan cc giai on thit k v pht trin, ng thi c

lu tr h s

7.3.5. Kim tra xc nhn thit k v pht trin:

- Vic kim tra xc nhn thit k v pht trin c thc hin theo hoch

nh nhm m bo cc yu tu vo v u ra ca thit k v pht trin

ph hp theo yu cu.

-

Cc kt qu kim tra xc nhn thitk v pht trin, v mi hnh ng cnthit c lu gi h s.

7.3.6. Xc nhn gi tr s dng ca thit k v pht trin:

- Vic xc nhn gi tr s dng ca thit k v pht trinc tin hnh theo

hoch nh nhm m bo sn phm to ra p ng c cc yu cu s

dng d kin hay ng dng qui nh trc khi chuyn giao

-

Vic xc nhn gi tr s dng ca thit k v pht trin c lu gi h s7.3.7. Kim sot thay i thit k v pht trin:

- Vic kim sot thay i thit k phi c xem xt, nh gi s tc ng

ca s thay i ln b phn cu thnh hay sn phm. nhng thay i ny

phi c kim tra xc nhn v xc nhn gi tr s dng v phi c ph

duyt trc khi thc hin.

-

Vic kim sot thay i thit k v pht trin c lu gi h sTi liu tham chiu:


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Qui trnh thit k v pht trinsn phmM ha: HA-40-11/QT

7.4. Mua hng:

7.4.1. Qu trnh mua hng:

- Sn phm mua vocm bo ph hp vi cc yu cu qui nh.

-

Cc nh cung cpc nh gi v la chn da trn kh nng cung cp

sn phm ph hp vi yu cu ca cng ty.

-

Vic nh gi nh cung cpc xc nh bng cc tiu ch la chn, nh

gi v nh gi li theo qui nh v c qun l bng danh sch nh cung

cp c ph duyt

- Tt c cc vic nh gi nh cung cpv mi hnh ng khc ny sinh t

nh gi c lu gi h s.

7.4.2. Thng tin mua hng:

-

Thng tin miu t sn phm c mua th hin r trong cc ti liu muahng bao gm: Chng loi, tn hng, m s, qui cch, tiu chun, n gi,

s lng, thi gian giao hng, phng thc thanh ton,...

- Mi ti liu mua hng c ph duyt trc khi thng bo cho nh cung

cp

7.4.3. Kim tra xc nhn sn phm mua vo:

-

Sn phm mua vo c kim tra xc nhn nhm m bo p ng ccc yu cu qui nh

Ti liu tham chiu: Qui trnh thu muasn phmM ha: HA-40-12/QT

7.5. Sn xut v cung cp dch v:

7.5.1. Kim sot sn xut v cung cp dch v:

Vic kim sot sn xut v cung cp dch v c thc hin nh sau:

-

Thng tin m t cc c tnh ca sn phm lun sn c- Ban hnh cc hng dn cng vic khi cn v lun sn c


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-

Trang b y cc thit b v c hng dn s dng thch hp

- m bo vic s dng v sn c ca cc phng tin theo di v o lng

- Thc hin vic kim tra, o lng v theo di cc qu trnh theo ng k

hoch, tiu chun qui nh

-

m bo vic giao hng, bn hng c thng qua cc hot ng kim

tra xc nhn v m bo s ph hp ca sn phm

Ti liu tham chiu:

1. Qui trnh nhp xut khoM ha: HA-40-01/QT

2. Qui trnh pha muM ha: HA-40-02/QT

3. Qui trnh p nha M ha: HA-40-03/QT

4. Qui trnh thay khunM ha: HA-40-04/QT

5. Qui trnh kim tra cng on p M ha: HA-40-05/QT

6. Qui trnh kim tra bn thnh phm M ha: HA-40-06/QT

7. Qui trnh kim tra th nc M ha: HA-40-07/QT

8. Cc hng dn cng vic lp rp, th nc v ng gi

M ha: HA-40-08/HDCV

9. Cc hng dn s dng thit b, qui nh v tiu chun kim tra sn

phmM ha: HA-40-13/HDCV

7.5.2. Xc nhn gi tr sdng ca cc qu trnh sn xut v cung cp dchv:

Tt c u ra ca cc qu trnh to sn phm u c kim tra xc nhn v

xc nhn gi tr s dng trc khi chuyn giao. Vic kim tra xc nhn c thc

hin:

- m bo u ra ca sn phm ph hp vi yu cu theo tiu chun qui nh

c ph duyt


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-

Vic kim tra xc nhn da trn cc phng php v th tc ph duyt

ban hnh

- Vic kim tra xc nhn gi tr s dng c lu gi h s

7.5.3. Nhn bit v xc nh ngun gcsn phm:

-

Sn phm c nhn dng bng: Tn sn phm, m s, v thng tin th

hin trn nhn th trong sut qu trnh thc hin to sn phm

-

Vic truy tm ngun gc sn phm c thc hin bng cc thng tin c

trong cc h s qu trnh hot ng v nhn th, th kho,

7.5.4. Ti sn ca khch hng:

- Khi tip nhn sn phm do khch hng cung cp, b phn tip nhn phi

kim tra s lng, chng loi v nhng thit hi xy ra c th trong qu

trnh vn chuyn

-

Cc sn phm do khch hng cung cp c lu gi, bo qun m bokhngb mt mt, h hng.

- Mi vn xy ra v sn phm ca khch hng cung cp nh: mt mt, h

hng, khng ph hp vi yu cu s dng c cch ly, ghi h s v thng

bo cho khch hng.

- Thc hin lu gi h s

7.5.5. Bo ton sn phm:- S bo ton sn phmm bo duy tr s ph hp vi cc yu cu nh

c x l trong sut qu trnh sn xut v giao hng n ni theo yu cu

ca khch hng.

- S bo ton sn phm c thc hin bi cc cng vic: Xp d, bao gi,

lu gi, bo qun v giao hng

Vic bo ton ny c p dng cho c cc b phn cu thnh sn phmTi liu tham chiu:


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Cc qui nh v lu tr, bo qun v vn chuyn sn phm

M ha: HA-40-14/Q

7.6. Kim sot phng tin theo di v o lng:

Cc thit b theo di v o lng nhm c thc hin vic cung cp bng

chng v s ph hp ca sn phm vi cc yu cu c kim sot nh sau:

- c hiu chun theo cc chu k nh, hoc khi cn thit vi chun

quc gia hoc chun quc t c cng nhn.

- Tnh trng hiu chun c xc nh qua tem hiu chun

- c bo qun m bo kt qu o lng c chnh xc

- Cc h s hiu chnh, kim tra thit b o c lu gi

Ti liu tham chiu:

Cc bng chng chng nhn thit b theo di v o lng c kim nh-

khng m ha


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CHNG 8: O LNG, PHN TCH V CI TIN

8.1. Khi qut:

Vic trin khai cc qu trnh theo di, o lng, phn tch v ci tin cn thit

ca cng ty c hoch nh nhm:

- Chng t s ph hp vi cc yu cu ca sn phm

-

m bo s ph hp v tnh hiu lc ca HTQLCL

- Ci tin lin tc HTQLCL

iu ny c kim sot thng qua cc phng php thng k nh sau:

- Biu kim sot

- Biu Pareto

- V cc k thut thng k ph hp vi b phn c yu cu kim sot

8.2. Theo di v o lng:

8.2.1. S tha mn ca khch hng:

nh k 1 nm / 1 ln, cng ty thu thp, phn tch v thng k s tha mn ca

khch hng thng qua cc yu t o lng nh:

- Cc phn nn, khiu ni ca khch hng

- Cc phn hi khc ca khch hng

-

Cc gii thng c cng nhn bi khch hng,cc hip hi, bo ch, - Th phn ca cng ty

Ti liu tham chiu:

Quy trnh thm d kin khch hng v cht lng sn phm

M ha: HA-50-01/QT

8.2.2. nh gi ni b:

Cng ty t chc nh gi ni b nh k 1 nm / 1 ln nhmm bo:- HTQLCL ph hp vi hoch nh v cc yu cu ca ISO 9001:2008


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-

HTQLCL hot ng c hiu lc

- Ci tin lin tc HTQLCL

Vic nh gi ni b c hoch nh r rng v lu gi h s.

Ti liu tham chiu:Quy trnh nh gi ni b- M ha: HA-50-02/QT

8.2.3. Theo di v o lng cc qu trnh:

Cc qu trnh ca HTQLCL c theo di v o lng nhm chng t kh

nng t c cc kt qu hoch nh bng cc phng php:

- nh gi ni b

- Phn tch cc xu hng khng ph hp cc qu trnh

- o lng s tha mn ca khch hng

- Theo di cc xu hng trong cc bo co sn phm khng ph hp v trong

cc yu cu hnh ng khc phc phng nga.

8.2.4. Theo di v o lng sn phm:- Tt c sn phm u c kim tra theo k hoch kim sot cht lng.

vic kim tra sn phm c thc hin tt c u vo, u ra v trong qu

trnh nhm m bo cc yu cu v sn phm.

- Vic theo di v o lng sn phm c duy tr h s lm bng chng s

ph hp.

-

m bo vic thng qua v chuyn giao sn phm cho khch hng honthnh tha ng cc hot ng hoch nh. Nu khng th phi c s

ph duyt bi ngi c thm quyn.

8.3. Kim sot sn phm khng ph hp:

- m bo sn phm khng ph hp vi cc yu cu c nhn bit v kim

sot nhm phng nga vic s dng hoc chuyn giao ngoi d kin.

-

Sn phm khng ph hp c x l theo qui nh nhm khc phc


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-

Sn phm khng ph hp sau khi c khc phc c kim tra xc nhn

li chng t s ph hp vi cc yu cu

- Tt c cc vic kim sot sn phm khng ph hp c lu gi h s

Ti liu tham chiu:

Quy trnh kim sot sn phm khng ph hpM ha: HA-50-03/QT

8.4. Phn tch d liu:

Cng ty thu thp v phn tch cc d liu thch hp nh k nhm chng t s

ph hp v tnh hiu lc ca HTQLCL, ng thi nh gi vic ci tin lin tc

hiu lc ca HTQLCL c th tin hnh u. Cc d liu ny bao gm:

- Cc h s o lng v s tha mn ca khch hng

- Cc h s v kt qu, bo co kim tra v sn phm khng ph hp

- Cc h s nh gi nh cung cp v kt qu thc hin ca chng

-

H s nh gi ni b- H s khc phc / phng nga

- H s xem xt ca lnh o

Ti liu tham chiu: Quy trnh thu thp v x l d liu M ha: HA-50 -04/QT

8.5. Ci tin:

8.5.1. Ci tin lin tc:

Vic ci tin lin tc hiu lc HTQLCL ca cng ty th hin thng qua ccvic s dng CSCL, MTCL, kt qu nh gi, phn tch d liu, hng ng khc

phc v phng nga v s xem xt ca lnh o

8.5.2. Hnh ng khc phc:

Cng ty thc hin hnh ng khc phc nhm loi b nhng nguyn nhn ca

s khng ph hp. vic xem xt s khng ph hp bao gm c cc khiu ni ca

khch hng.Cc k qu ca hnh ng khc phc c lp v lu gi h s


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Ti liu tham chiu: Quy trnh hnh ng khc phc M ha: HA-50-05/QT

8.5.3. Hnh ng phng nga:

Cng ty thc hin hnh ng phng nga nhm loi b nhng nguy c tim n

ca s khng ph hp v nhng nguyn nhn ca chng nhm ngn chn s xut

hin ca chng.

Cc k qu ca hnh ng phng nga c lp v lu gi h s

Ti liu tham chiu: Quy trnh hnh ng phng nga M ha: HA-50-06/QT


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DANH MC TI LIU QMS ISO 9001:2008

Stt Tn ti liu M haLn ban hnh

01 02 03 04

01 S tay cht lng HA-10-01/STCL X

02 Quy trnh kim sot ti liu HA-10-02/QT X

03 Quy trnh kim sot h s HA-10-03/QT X

04 Chnh sch cht lng HA-20-01/CSCL X

05 Mc tiu cht lng HA-20-02/MTCL X

06 S t chc HA-20-03/STC X

07 K hoch thc hin mc tiu HA-20-04/KHCL X

08 Quyt nh b nhim QMR HA-20-05/Q X

09 Qui nh trao i thng tin HA-20-06/Q X

10 Quy trnh hp xem xt ca lnh o HA-20-07/QT X

11Quy trnh thc hin ch th/yu cu

ca Ban gim cHA-20-08/QT X

12Quy trnh Ban gim c gii quyt cc

yu cu ca cc n v/c nhnHA-20-09/QT X

13 Quy trnh tuyn dng nhn s HA-30-01/QT X

14 Quy trnh hun luyn v o to HA-30-02/QT X

15Quy trnh bo dng v sa cha thit

b, my mcHA-30-03/QT X

16 Quy trnh x l cng vn HA-30-04/QT X

17 Quy trnh ChiTm ng HA-30-05/QT X

18 Quy trnh ThuQuyt ton HA-30-06/QT X


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01 02 03 04

19 Quy trnh chi tr lng, thng HA-30-07/QT X

20 Quy trnh cung ng vt t, thit b HA-30-08/QT X

21 Quy trnh thu hi cng n HA-30-09/QT X

22 Qui nh xin ngh php HA-30-10/QT X

23 Qui nh ra vo cng HA-30-11/QT X

24 Qui nh lm ngoi gi HA-30-12/QT X

25 Quy trnh xut nhp kho HA-40-01/QT X

26 Quy trnh pha mu HA-40-02/QT X

27 Quy trnh p nha HA-40-03/QT X

28 Quy trnh thay khun HA-40-04/QT X

29 Quy trnh kim tra cng on p HA-40-05/QT X

30 Quy trnh kim tra bn thnh phm HA-40-06/QT X

31 Quy trnh kim tra th nc HA-40-07/QT X

32 Hng dn cng vic lp rp, thnc, ng gi

HA-40-08/HD X

33 Quy trnh bn hng HA-40-09/QT X

34 Quy trnh giao hng HA-40-10/QT X

35 Quy trnh gii quyt khiu ni khchhng

HA-40-11/QT X

36 Quy trnh thit k v pht trin snphm

HA-40-12/QT X

37 Quy trnh thu mua sn phm HA-40-13/QT X

38 Hng dn s dng thit b HA-40-14/HD X

39 Qui nh v tiu chun kim tra snphm

HA-40-15/Q X

40 Qui nh lu tr, bo qun v vnchuyn sn phm

HA-40-16/ Q X


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01 02 03 04

41 Quy trnh thu hi ph liu HA-40-17/QT X

42 Quy trnh thm d kin ca khchhng v cht lng sn phm

HA-50-01/QT X

43 Quy trnh nh gi ni b HA-50-02/QT X

44 Quy trnh kim sot sn phm khng

ph hpHA-50-03/QT X

45 Quy trnh hnh ng khc phc HA-50-04/QT X

46 Quy trnh hnh ng phng nga HA-50-05/QT X

PH LC NH KM


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I.MC TIU CC N V

1. B phn sn xut:

2. B phn kinh doanh:

1. 100% sn phm c sn xut v bn cho khch hng ng yu cu k thut v

ng mc ch s dng;

2. Sn xut t sn lng 1.000.000 sn phm / nm;

3. Cht lng sn phm: ti a khng qu 0,015 % sn phm li / sn lng

cung cp cho khch hng / nm;

4. T l ph liu chp phi loi b: ti a khng qu 50 kg / thng. Vi ch tiu

phn b: T p nha khng qu 45 kg / thng v T pha mu khng qu 5 kg /

thng


9001:2008 vo thng 12/2011


TNG GIM C

MC TIU CHT LNGB PHN SN XUT

HA-20-02/01/MTCL


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2. Phng nhn s:

1.

98% giao hng ng hn, ng s lng, ng chng loi theo n t hng

ca khch hng;

2. Bn hng t sn lng 1.000.000 sn phm / nm;

3. Doanh thu bn hng: 63 t VN / nm

4. Cht lng sn phm: ti a khng qu 0,005 % sn phm li / sn lng

cung cp cho khch hng / nm;


9001:2008 vo thng 12/2011


TNG GIM C

MC TIU CHT LNGB PHN KINH DOANH

HA-20-02/02/MTCL


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4. Phng k ton:

1. 100 % cn b cng nhn vin c hun luyn v o to ph hp vi yu cu

cng vic;

2. 100 % cn b cng nhn vin c khm sc khe nh k hng nm;

3. T l ngh php: ti a khng qu 5 % s nhn vin ngh trn 15 ngy / nm


9001:2008 vo thng 12/2011


TNG GIM C

MC TIU CHT LNGPHNG NHN S

HA-20-02/03/MTCL


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II.QUY TRNH:

1.

100 % cng n c thu hi theo t l 1:1 trong vng 30 ngy;


9001:2008 vo thng 12/2011


TNG GIM C

MC TIU CHT LNGPHNG K TON

HA-20-02/04/MTCL


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S TAY CHT LNG



III.

BIU MU:

IV. BNG M T CNG VIC:

Documents

1. So tay chat luong