LOGO

Chng 1: Mt s khi
nim v Cht lng

Sn phm l g ???
Sn phm l kt qu ca qu trnh lao ng, dng tha
mn nhu cu ca con ngi (K.Mc)
Theo Quan im Marketing
Sn phm l kt qu ca cc hot ng hay qu trnh (ISO
9000: 2000)
ISO 9001: 2000 : Sn phm cng c ngha l dch v

 Phn loi sn phm: to c s xy dng h thng tiu

chun kinh t - k thut qun l, bo qun, vn
chuyn v cc hot ng dch v
Cn c: chc nng, cng dng, c im cng ngh sn
xut, nguyn liu s dng, - lnh vc, i tng, iu
kin, thi gian s dng
Cc cp sn phm

Cht lng sn phm

Lin X: Cht lng l mt h thng c trng ni ti ca sn phm
c xc nh bng nhng thng s c th o c hoc so snh
c, nhng thng s ny ly ngay trong sn phm hoc gi tr s
dng ca n
Cc nh sn xut: Tng hp nhng tnh cht c trng ca sn phm
th hin mc tha mn cc yu cu nh trc cho n trong iu
kin kinh t, x hi nht nh
Nn kinh t th trng: nhu cu, cnh tranh, gi c
=> Quan nim cht lng theo hng th trng
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 EOQ : Cht lng l mc ph hp ca sn phm i vi yu cu

ca ngi tiu dng
W.E.Deming: Cht lng l mc d on trc v tnh ng
u v c th tin cy c, ti mc chi ph thp v c th trng
chp nhn
J.M.Juran: Cht lng l s ph hp vi mc ch hoc s s
dng
Philip B.Crosby: Cht lng l th cho khng din t : Cht lng
l s ph hp vi yu cu
A. Feigenbaum: Cht lng l nhng c im tng hp ca sn
phm, dch v m khi s dng s lm cho sn phm, dch v p
ng c mong i ca khch hng
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 ISO 8402: 1994: Cht lng l tp hp cc c tnh ca mt thc th

(i tng) to cho thc th (i tng) tha mn nhng nhu cu
nu ra hoc tim n
ISO 9000: 2000: Cht lng l mc ca mt tp hp cc c tnh
vn c ca mt sn phm, h thng hoc qu trnh tha mn cc yu
cu ca khch hng v cc bn c lin quan

Cc thuc tnh cht lng sn phm

Cc thuc tnh k thut: cng dng, chc nng ca sn phm, kt cu vt cht,
thnh phn cu to
Cc yu t thm m v th cm: s truyn cm, hp l, hnh thc, dng v, kt
cu, kch thc, tnh cn i, mu sc
Tui th ca sn phm: kh nng lm vic ng tiu chun thit k trong mt
thi gian nht nh, ng yu cu v mc ch, iu kin s dng
tin cy ca sn phm: m bo duy tr v pht trin trong th trng
an ton ca sn phm trong s dng, vn hnh, an ton sc khe i vi
NTD => tt yu trong mi trng hin nay
Mc gy nhim (sinh thi): bt buc cc nh sn xut cn xem xt
Tnh tin dng: tnh sn c, d vn chuyn, bo qun, s dng, kh nng thay th
khi c nhng b phn b hng
Tnh kinh t: gi c, ph hp ??? Nguyn liu, nng lng

 Di gc kinh doanh:
Thuc tnh cng dng phn cng (gi tr vt cht) cng dng
ch thc ca sn phm. Ph thuc bn cht, cu to sn phm,
yu t t nhin, k thut, cng ngh (10 - 40% gi tr sn phm)
Thuc tnh c cm th bi NTD phn mm (gi tr tinh thn)
xut hin khi c s tip xc, tiu dng; ph thuc vo quan h cung
cu, uy tn SP, thi quen tiu dng, dch v trc v sau bn (60
80% gi tr sn phm)

cc thuc tnh ca t
SP t gm phn cng (sm lp...) phn mm ( phn mm
kim sot ng c, s tay li xe...), vt liu ch bin (nhin
liu, dung dch lm ngui...), v dch v (li gii thch vn
hnh
...) thuc tnh v cng dng: phng tin i li, s tin
+ Cc
li, tin nghi, kh nng

vn ti hng ho...

uc tnh v kinh t - k thut: cc c tnh ca ng c, cc thng s

cng ngh, cng sut, tc , tiu hao nhin liu ...

c thuc tnh v sinh thi: s nhim mi trng sinh thi (khi, n ...);
+ Cc thuc tnh v thm m v th cm: kt cu, kiu
dng, mu sc, tnh hin i, s snh iu, cm gic
sang trng, tnh gi cm, mc tho mn...;
+ Cc thuc tnh v kinh t - x hi: s t, r, c thch
hp vi i a s ngi
lao ng trong x hi hay khng ?
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Cc c im ca cht lng sn phm

Mt tp hp cc thuc tnh th hin kh nng tha mn nhu cu
S ph hp vi nhu cu: c s qun l, chnh sch, chin lc
Cn c gn lin vi iu kin c th ca nhu cu, th trng kinh t,
k thut, x hi, phong tc tp qun
Cn c nh gi da trn c hai mt ch quan v khch quan
Ch quan: mc ph hp SP thit k - nhu cu khch hng
Khch quan: thuc tnh vn c trong tng SP, nh gi, o lng tiu
chun, ch tiu
Cht lng s tha mn nhu cu tnh cht v cng dng gii php
k thut kinh t: cng dng & chi ph b ra c c v s dng SP

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tngtcchtlngsnphmtrongvngoidoanh
nghip
Cht lng

Thtrng

Cht lng

khchhng

QCD
Chi ph

AN TON

Thi hn

sThomn

DCH V

Cc yu t ca cht lng tng hp

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Qu trnh hnh thnh cht lng sn phm

Marketing v nghin cu
th trng

X l cui chu k
s dng
Dch v sau bn
H tr k thut,
bo tr
Lp t a vo
s dng
Bn, phn
phi

11
10
9

12

Thit k v
pht trin

Vn
g
trn
cht
lng

2
3

Hoch nh v
trin khai
Cung ng

4
7

Bao b
ng gi

Sn xut
Th nghim v
Kim sot

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Cc yu t nh hng n cht lng sn phm

Nhm yu t bn ngoi t chc
Nhu cu ca nn kinh t
Nhu cu ca th trng
Trnh kinh t, trnh sn xut
Chnh sch kinh t

S pht trin ca khoa hc k thut

Sng to vt liu mi, vt liu thay th
Ci tin hay i mi cng ngh
Ci tin sn phm c, ch th sn phm mi

Hiu lc ca c ch qun l
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 Nhm yu t bn trong t chc (4M)

Con ngi
Phng php
My mc trang thit b
Nguyn vt liu
Ngoi ra: thng tin, mi trng, o lng, h thng

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