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VIETHANIT n mn hc
MC LC
MC LC............................................................................................1LI NI U.....................................................................................3PHN I: TNG QUAN V TRIN KHAI CHC NNG CHT
LNG-Quality function deployment (QFD).................................41.1. Lch s hnh thnh ...........................................................................................41.2. Khi nim...........................................................................................................51.3. c im............................................................................................................51.4. Li ch................................................................................................................61.5. Hn ch ca QFD..............................................................................................7
PHN II: NGUYN L HOT NG TRIN KHAI CHCNNG CHT LNG......................................................................8
2.1. C s l thuyt pht trin ng dng - Quality function deployment (QFD)8
2.1.1.Thit k. (Design).........................................................................................92.1.1.1. Xc nh trn th trng........................................................................92.1.1.2. Chn mt sn phm khi nim .............................................................92.1.1.3. Thit k sn phm .................................................................................92.1.1.4. Thit k sn xut (ni chung l m t ca giai on)............................9
2.1.2. Chi tit. (Details).......................................................................................102.1.3. Quy trnh. (Process)..................................................................................102.1.4. Sn xut. (Production)..............................................................................10
2.2. Ngi nh cht lng- House of Quality(HOQ)..............................................102.2.2. Yu cu khch hng( lng nghe ting ni ca khch hng)...................12
2.2.3. c tnh k thut.......................................................................................132.2.4. Ma trn tng quan (mi nh ca cht lng).......................................142.2.5. Mi quan h tng quan..........................................................................142.2.6. Tm quan trng cc thuc tnh khch hng...........................................152.2.7. La chn nhng c tnh k thut pht trin......................................15
2.3. Cc lnh vc ng dng ca trin khai chc nng cht lng- Qualityfunction deployment (QFD)...................................................................................16
2.3.1. Vn ti v truyn thng.............................................................................162.3.2. Ngnh in t............................................................................................162.3.3. Nhng h thng phn mm......................................................................16
2.3.4. Sn xut.....................................................................................................162.3.5. Dch v.......................................................................................................172.3.6. Gio dc v nghin cu............................................................................172.3.7. Nhng ngnh cng nghip khc..............................................................17
PHN III: TNH HNH NG DNG QFD TRN TH GII VVIT NAM........................................................................................18
3.1. Tnh hnh ng dng QFD trn th gii v Vit Nam....................................183.1.1. Tnh hnh ng dng QFD trn th gii....................................................183.1.2 Tnh hnh ng dng QFD ti Vit Nam....................................................18
3.2. Mt vi v d minh ha v nhng ng dng ca QFD.................................203.2.1. ng dng ca QFD trong nh lng sch gio khoa............................203.2.2. ng dng QFD vo sn xut cng ty TOYOTA....................................23
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VIETHANIT n mn hc
3.2.3. ng dng QFD trong qu trnh hoch nh d n h tng (SyedM.Ahmed, M.ASCE; Li Pui Sang; v Zeliko M. Torbica, M.ASCE, 2003). .....23
3.2.3.1. Mc tiu nghin cu ...........................................................................233.2.3.2. Phng php lun: nghin cu ny s dng 4 giai on. ...............24
3.2.4. "Nghin cu th nghim QFD trong cc d n xy dng", (Neil Eldinv Verda Hikle), 2003. ........................................................................................24
KT LUN........................................................................................27TI LIU THAM KHO................................................................28[1] Thng tin t internet:..................................................................28http://quality.org/html/qfd.html......................................................28http://qtchatluong.co.cc/...................................................................28http://www.google.com.vn/...............................................................28http://qfd.org/....................................................................................28
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VIETHANIT n mn hc
LI NI UXu hng quc t ha, ton cu ha nn kinh t th gii v xu hng hi nhp
ca cc nn kinh t quc gia v khu vc t cc doanh nghip Vit Nam trc nguy
c b cnh tranh gay gt. Cc doanh nghip khng nhng chu sc p ln nhau m
doanh nghip cn chu sc p ca hng ha nhp khu nh sc p cht lng, gi c,
dch v t doanh nghip nc ngoi. Chnh sch cnh tranh v gi s khng mang li
hiu qu kinh t cao khi m i sng ca khch hng ngy cng c nng cao, lc
h sn sng tr gi cao c c sn phm cht lng cao. Chnh khch hng l
ngi quyt nh doanh s da trn s nhn thc ca h v cht lng ca sn phm
hoc dch v v s phc v t doanh nghip. Ni khc i, cht lng quyt nh li
nhun v chnh khch hng l ngi xc nh v quyt nh cht lng l g v cn
phi nh th no. Do trong tng lai doanh nghip ca Vit Nam mun chin thng
trong cuc chin cnh tranh tn ti, pht trin v vn ra bn ngoi th trng th
gii, khng cn cch no khc l phi nng cao cht lng sn phm v dch v
chnh v vy cc nh qun l coi trng vn cht lng nh l gn vi s tn ti v
thnh cng ca doanh nghip cng chnh l to nn s pht trin ca nn kinh ttrong mi quc gia. Vic ny ch c thc hin nu cc doanh nghip p dng tt cc
h thng qun l cht lng vo qu trnh sn xut kinh doanh ca mnh. V hin nay
ti Vit Nam c nhiu doanh nghip p dng h thng qun l cht lng quc t.
Mt s tiu chun c p dng ph bin nh ISO 9000, HACCP, 5SDng nh
nhng cm t lin quan n cht lng tr thnh t kha c rt nhiu doanh
nghip quan tm, chnh iu to nn cn st cht lng. i tm hiu r hn cc
cng c v k thut khc nhau hoch nh cht lng v ci tin qu trnh. Nhm
xin gii thiu v cng c: Trin khai chc nng cht lng (QFD)v y ng
thi l ti lm n ca nhm trong mn Qun l cht lng.
ti gm :
Phn I: Tng quan v trin khai chc nng cht lng-Quality function
deployment (QFD)
Phn II: Nguyn l hot ng trin khai chc nng cht lng
Phn III: Tnh hnh ng dng QFD trn th gii v Vit Nam
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VIETHANIT n mn hc
Do kin thc thc t v hiu bit cn hn ch, nhm 02 mong s gp ca thy c v
cc bn nhm c th c cch nhn su sc hn, thc t hn gip cho nhm tip nhn kin
thc ca chuyn ngnh mnh thun li v p dng tt cng vic sau ny.Nhm 02 xin chn
thnh cm n n ging vin Nguyn Th Qunh Anh trc tip hng dn nhm hon
thnh n ny. Xin trn trng cm n!
PHN I: TNG QUAN V TRIN KHAI CHC NNG CHT
LNG-Quality function deployment (QFD)
1.1. Lch s hnh thnh
Trin khai chc nng cht lng (QFD) l mt phng php c s dng
m bo nhu cu khch hng c p ng thng qua thit k v sn xut. QFD gip
dch chuyn nhng nhu cu ca khch hng thnh nhng c tnh k thut ph hp
trong tng giai on ca qu trnh pht trin v sn xut sn phm. QFD va l mttrit l va l mt tp hp nhng cng c hoch nh v truyn thng. Nhng cng c
ny tp trung vo vic lin kt nhng nhu cu khch hng vi thit k sn xut v
Marketing.
QFD l mt cng c quan trng
trong ngnh cng nghip sn xut ci
thin cht lng, QFD c nghin cu
v pht trin ti Nht cui thp nin 1960,
bi Gio s Shigeru Mizuno v Yoji
Akao. Mc ch ca Mizuno v Yoji
Akao l pht trin mt phng php kim
tra cht lng chc chn trong s tho
mn yu cu ca khch hng c a
vo sn phm trc khi to ra n. ngha
quan trng ca vic kim sot cht lng
ny l hng n vic ci thin nhngvn trong qu trnh to ra sn phm
cng nh qu trnh sau v hng sn
phm sau cng t n nhng yu cu ca khch hng mt cch cao nht.
Mc d QFD c hnh thnh vo cui thp nin 1960, nhng mi n nm 1972
n mi c ng dng ti xng ng tu Kobe ca Mitsubishi Heavy Industry
Nht. Theo lch s, nn cng nghip Nht Bn bt u chnh thc ho nhng khi
nim v QFD khi Mr. Oshiumi ca x nghip Kurume Mant Bridgestone Tire c
nhng ci bin m bo rng cc biu cha ng cc c im chnh ca QFD vo
nm 1966 v K. Ishihara pht trin thnh cc khi nim thuc chc nng trin khai
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VIETHANIT n mn hc
trong kinh doanh ging nh cc QFD trn v c ng dng chng ti Matsushita
vo sau nm 1960. Chc nng trin khai v QFD Nht Bn vo thng 10 nm 1983
pht hnh xc tin cht lng n c th l im nh gi s gia nhp ca QFD vo
M, Anh. QFD t n nh cao khi cng ty sn xut t Toyota ng dng v pht
trin thnh mt bng cht lng vi mt mi pha bn trn v tn ca bng ny lngi nh cht lng. Ngi nh cht lng mi tr nn qun thuc Hoa K t
1998. Ngi sng lp v ng u hi ng qun tr ca GOAL/QPC (Growth
Opportunity Alliance of Lawrence/ Quality Productivity Center) v D. Clausing ca
Xerox v sau ny l MIT 2 iu u tin cho vic hc QFD v L. Sullivan ca Ford
Motor v ngi sng lp ra Supplier Institute ti M cng b ngc nhin khi thu hiu
tm quan trng ca khi nim QFD vo M, Anh sau cng b quyn sch QFD dy
cm ti M.
T 1983, QFD mi c n M v chu u. Mt trng hp nghin cu u
tin c ghi nhn vo nm 1986, khi Kelsey Hayes s dng QFD pht trin my
cm bin vi y yu cu khch hng. Khi QFD tr nn ph bin hn, nhng ngi
s dng QFD bt u nhn thy khi kt hp s dng nhiu bng v ma trn ca QFD
n s tr nn hu ch hn. Mi cho n khi American Supplier Institute pht trin v
ng dng s QFD thng qua 4 giai on (kt hp 4 QFD n) th QFD mi c
ng dng mt cch ph bin cho nhng khu thit k mang tnh cht phc tp.
1.2. Khi nimQuality function Deployment (QFD) - Trin khai chc nng cht lng l mt
khi nim tng qut v vic chuyn i t mong mun ca khch hng thnh nhng
tiu chun k thut cn t c trong mi giai on ca qu trnh pht trin sn phm
v sn xut. Mong mun ca khch hng c gi l Ting ni ca khch hng
The voice of the customer. l tp hp nhng nhu cu, bao gm tt c s hi lng,
s vui thch m khch hng mong mun c c t mt sn phm.
1.3. c imTrc tin QFD thu thp v phn tch ting ni khch hng pht trin nhng
sn phm mi vi cht lung cao hn hoc vut tri hn nhu cu khch hng. Nh vy
chc nng c bn nht ca QFD l pht trin sn phm, qun l cht lung v phn
tch nhu cu khch hng trong nhiu khu. V sau, vic ln k hoch, ra quyt nh, k
ngh, qun l, s tnh ton thi gian v chi phcng ng dng QFD. Thc cht
khng c ranh gii cho cc khu vc ng dng tnh nng ca QFD.
QFD thng kt hp h thng cc ma trn vi quan h tng h ln nhau, thng
thng bao gm 4 giai on:
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VIETHANIT n mn hc
Giai on lp tng v cht lng v lp cc bin php thi hnh, c gi l
lp ma trn hoch nh.
Giai on lp thit k thc hin c gi l lp ma trn thit k.
Cht lng hng ho, c gi l lp ma trn kim sot.
Giai on thc hin cc php kim tra, kim sot theo cc tiu ch ra
khng nh cht lng hng ho, c gi l lp ma trn kim sot
1.4. Li ch
Xt mt cch tng qut, li ch ca QFD l:
Bo m nhu cu ca khch hng c p ng thng qua thit k v sn xut
Dch chuyn nhu cu khch hng thnh c tnh k thut
Lin kt nhu cu khch hng vi thit k sn xut v marketing
Hay ni mt cch c th hn, khi s dng cng c QFD, doanh nghip s t
c nhng li ch sau:
Ci tin truyn thng v lm vic nhm trong mi khu-marketing, thit k,
sn xut, mua sm
Nhng mc tiu ca sn phm c thng hiu v gii thch ng n trong
sut qu trnh sn xut.
Gip nhng nh qun tr cp cao xc nh nguyn nhn ca s khng hi lng
ca khch hng.
L cng c hu dng phn tch cnh tranh v cht lng sn phm.
Ci thin nng sut v cht lng, cng nh thi gia cn thit pht trin sn
phm mi.
Cho php cng ty m phng hiu qu nhng tng ca thit k mi m h
c th a sn phm mi vo th trng sm hn v ginh li th cnh tranh.
Kt qu phn tch QFD c p dng Nht Bn trong vic trin khai cc
nhn t kim sot c c nh hng ln trong vic lp k hoch chin lc v qun
l chin lc (cn c gi l Hoshin Kanri, lp k hoch Hoshin, hay trin khai
chnh sch). K thut ny v mt no gn ging mc tiu ca qun tr (MBO),
nhng thm mt thnh t quan trng trong qu trnh thit lp mc tiu. Vic s dng
nhng k thut Hoshin ca nhng cng ty M nh Hewlett&Packard rt thnh
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VIETHANIT n mn hc
cng trong vic tp trung v iu chnh cc ti nguyn ca cng ty theo st cc
mc tiu chin lc t ra thng qua mt h thng cp bc ca cng ty.
Mc d ban u c pht trin cho ngnh cng nghip sn xut, cc tng
xy dng trn QFD cn c s dng trong ngnh pht trin phn mm.
K t khi c gii thiu, k thut QFD c pht trin gim thiu thigian v nhng n lc cn b ra.
1.5. Hn ch ca QFD
QFD cht lng kh kh khn xy dng trn mt t giy hoc mt biu .
Hng dn xy dng ngi nh cht lng l rt mt thi gian.
Cc phn khc nhau ca ngi nh cht lng v cc tnh ton lin quan rt kh
hiu nht l i vi ngi s dng tim nng ca n trong ngnh cng nghip dch v.Sa i, xa, b sung kh rm r trong cch th cng.
QFD phn mm v ngi nh cht lng khng c sn v rt t. c bit l cho
nhng ngi cc quc gia ang pht trin.
Rt kh lm cho ngi nh ca cht lng sn c cho cc chuyn gia xa lm
bn sao ca n. Ngay c khi vic sao chp c th c thc hin, phi mt mt chng
ng di, kch thc ln ca n gy cn tr thm ch thi gian gi chng cho cc
chuyn gia thng qua dch v chuyn pht nhanh. Vn phc tp hn khi quy trnhny c lp i lp li nhiu ln chnh l nh cht lng da trn kin ca
chuyn gia.
Trong hu ht trng hp, cc nh hng dn s dng ca cht lng khng th
ti s dng tc l khng th c s dng cho cc ng dng trong tng lai.
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VIETHANIT n mn hc
PHN II: NGUYN L HOT NG TRIN KHAI CHC
NNG CHT LNG
2.1. C s l thuyt pht trin ng dng - Quality function deployment (QFD)
Mt cch khi qut th QFD trin khai theo nguyn tc tun th phng chm:
khch hng l ngi ra cc tiu ch v cht lng sn phm v nh sn xut phi p
ng n mc ti a nguyn tc ny. Ch c p ng cc tiu ch cht lng sn phm
do khch hng xut th doanh nghip mi c khch hng tn nhim v l tin
doanh nghip pht trin.
QFD l mt cu trc k thut gii quyt nhng bi ton kt hp vic pht trin
v ci thin sn phm. N thng kt hp h thng cc ma trn vi quan h tng h
ln nhau, thng thng bao gm 4 giai on:
Giai on lp tng v cht lng v lp cc bin php thi hnh, c gi l
lp ma trn hoch nh;
Giai on lp thit k thc hin c gi l lp ma trn thit k;
Giai on lp bin php thc thi c gi l lp ma trn iu hnh;
Giai on thc hin cc php kim tra, kim sot theo cc tiu ch ra
khng nh cht lng hng ho, c gi l lp ma trn kim sot. (hnh 1)
Nhm thc hin: 02 Trang 8
Yu cu c
tnh k thut
Yu cu ctnh k thut
Yu cuKhch hng
Cc bciu hnh
Cc c trngcu thnh
Cc c trngcu thnh
Cc bcx l
Cc bcx l
MT thit k
MT hoch nh
MT iu hnh
Ma trn kimsot
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VIETHANIT n mn hc
Hnh 1. Bn giai on ca QFD (da theo s ca Yi Qing Yang)
2.1.1.Thit k. (Design)
Cc khch hng gip xc nh c yu cu sn phm hoc dch v. Mt ma trn
QFD c s dng dch chuyn cc yu cu ca khch hng vo cc yu cu thit
k (k thut). Thit k ang c cc yu cu, trong cc nhm thit k c kh nng
p ng yu cu ca khch hng. Sau khi nh gi, quan trng nht thit k yu cu
c tin hnh vo giai on k tip.Cc giai on thit k sn phm v pht trin quan im c th c chia ra thnh
bn bc:
2.1.1.1. Xc nh trn th trng
Bc xc nh trn th trng l bc u tin v cng l bc quan trng nht,
nu nh bc ny lm khng tt th qu trnh trin khai QFD xem nh khng t c
kt qu. y chnh l bc lng nghe Ting ni ca khch hngVOC (The voice of
the customer). Phi bit lng nghe v tm cch oc lng nghe ngi tiu dng hni g v sn phm ca bn trn th trng. M cng khng d g m khch hng h
by t v cc vn sn phm cho bn, c nhiu khch hng khi h khng hi lng th
h s b i, h chuyn sang dng cc sn phm thay th. Vy cng ty phi lm sao
khch hng ni ln nhng g h cm thy cha c chnh l mc tiu chnh ca
bc xc nh th trng. Tc l xem th trng ang cn g? Th trng ang nh th
no?
2.1.1.2. Chn mt sn phm khi nim
Bc tip theo khi xc nh c th trng ri th cn phi xy dng mt khi
nim v sn phm: sn phm (dch v) mnh l g? n phi c nhng tnh nng
g?....Phi tm ra mt mu sn phm m p ng ng yu cu ca khch hng, tha
mn th trng.
2.1.1.3. Thit k sn phm
Bc ny nhm tr li cho cu hi lm ra sn phm nh th no? Phi cn
nhng vt liu g?2.1.1.4. Thit k sn xut (ni chung l m t ca giai on)
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VIETHANIT n mn hc
Thit k sn xut tc l thit lp h thng sn xut ra sn phm, t nhng quy
trnh nh th no, bt u t u, kt thc ch no?
2.1.2. Chi tit. (Details)
Cc chi tit v x l cc yu cu sn xut cc sn phm hoc dch v c
xc nh. Chi tit quan trng nht hon thnh sn phm c xc nh theo yu cuca khch hng c tin hnh vo giai on th ba.
2.1.3. Quy trnh. (Process)
Cc qu trnh cn thit sn xut cc b phn v cc thnh phn ang pht
trin. Cc qu trnh quan trng nht gii quyt tt cc yu cu ca khch hng sn
phm c tin hnh vo bc th t v cui cng ca giai on.
2.1.4. Sn xut. (Production)
Sn xut cc yu cu cho sn xut cc sn phm ang pht trin. Cc phngphp sn xut s cho php cc cng ty sn xut mt sn phm cht lng cao m
p ng yu cu ca khch hng.
2.2. Ngi nh cht lng- House of Quality(HOQ)
2.2.1. Gii thiu v ngi nh cht lng-(HOQ)
Nhm thc hin: 02 Trang 10
Ma trn mi
c tnh sn phm
Mi quan h tngquan gia ting nikhch hng v t
tnh k thut
La chn k thut pht trin
nh gi sn phmcnh tranh
Mc quan
trng
Cc yu cu cakhch hng
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VIETHANIT n mn hc
nh ngha: Ngi nh cht lng House of Quality m t nhu cu v yu cu
ca khch hng tng ng vi c im k thut (ECs) cn thit k tha mn nhu
cu .
Cc ni dung cn s dng trong Ngi nh cht lng:
Danh sch nhng t tnh khch hng(CAs) ni bt
nh gi mc quan trng ca cc t tnh
So snh ca khch hng v t tnh sn phm/dch v ca cng ty v cc i th
cnh tranh
u im ca ngi nh cht lng:
Cc t tnh ca khch hng c lit k c th hn, c th ln n 200-300 t
tnh
Cc t tnh c nh gi mc quan trng
Cc t tnh ca khch hng c dch sang cc t im k thut(ECs) c lin
quan. Cc c im k thut l cch thc k thut t c ci g ca khch
hng
Cc c im k thut c sp xp th t u tin theo mt qui nh i hi s
kho lo nhng n gin v c trng s. Nhm pht trin s bit ci g cn lmtrc
Tc dng cng hng v tha hip ca cc c im k thut c xc nh r
rng
Truyn thng gia cc b phn chc nng c khuyn khch qua qu trnh xy
dng Ngi nh cht lng
Mt cch khi qut th QFD trin khai theo nguyn tc tun th phng chm:
khch hng l ngi ra cc tiu ch v cht lng sn phm v nh sn xut phi png n mc ti a nguyn tc ny. Ch c p ng cc tiu ch cht lng sn phm
do khch hng xut th DN mi c khch hng tn nhim v l tin DN
pht trin.
QFD l mt cu trc k thut gii quyt nhng bi ton kt hp vic pht trin
v ci thin sn phm, thng bao gm 6 giai on:
1. Ting ni khch hng(bn tri ngi nh)
2. c tnh k thut
3. Ma trn tng quan (mi nh ca cht lng)
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VIETHANIT n mn hc
4. Mi quan h tng quan gia ting ni ca khch hng v c tnh k
thut (phn thn ngi nh)
5. Tm quan trng cc thuc tnh khch hng (bn phi ngi nh)
6. La chn nhng c tnh k thut pht trin
Thng qua 6 giai on trn, nhng yu cu ca khch hng c chuyn ti thnh
cc yu cu v k thut, tip theo nhng yu cu s c a vo nhng c tnh cu
thnh sn phm, sau s l cc bc x l v cc bc iu hnh to ra sn phm
cui cng (sn phm xy dng). Vi mi ma trn dng chuyn ti trong mt qu
trnh trung gian c gi l ngi nh cht lng hay l mt QFD n.
2.2.2. Yu cu khch hng( lng nghe ting ni ca khch hng)
y l phn u tin v quan trng nht ca ma trn trong ngi nh cht lng.
Danh mc thng tin v nhng yu cu ca khch hng cho sn phm s c m t
theo ngn ng ca h, hay cn gi l ting ni ca khch hng (the voice of the
customer). Phi s dng chnh ting ni ca khch hng, trnh trng hp phin
dch sai mong mun ca khch hng.
thu thp kin ca khch hng, chng ta c th s dng cc phng php sau:
Kho st qua in thoi: c thc hin vi mt mu c la chn ngu nhin
thng c tnh i din tng qut. Phng php ny c th cho nhng thng tin thch
hp nhng tn km v thi gian ln chi ph v cc cu hi thng mang tnh cngnhc, khng linh hot.
Kho st qua gi th: c th thu c cc d liu mang tnh nh lng, v t tn
chi ph hn so vi iu tra qua in thoi. Tuy nhin phng php ny tn km nhiu
thi gian, khch hng c th khng phn hi hoc nu phn hi th d liu c tnh tin
cy thp
iu tra nhm (tng ngi): iu tra theo tng nhm (t 5-15 ngi). Phng
php ny cung cp cho ngi iu tra d liu mang tnh nh tnh, vi chi ph trungbnh thp, c th tp trung vo tng ngi, ni dung cu hi su, c th iu tra trc
quan. Tuy nhin, t chc c th nhn c thng tin chi tit nhng thng tin khng
th i din cho mt lng ln dn c m ch i din cho nhm ngi c hi.
iu tra nhm trc tuyn: Phng php ny c u im chi ph trung bnh, thi
gian thu thp d liu ngn. Tuy nhin c bt li l khng i din cho s ng, v ch
ph hp vi gii tr.
Phng vn trc tip tng ngi: Hnh thc phng vn tng ngi thng khngi din cho mt lng ln dn c. Cng nh hnh thc tho lun nhm, tuy nhin,
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VIETHANIT n mn hc
cuc phng vn c th cung cp cc thng tin chi tit m phiu kho st khng th
cung cp. Mt u im khc l chi ph thp v thi gian thu thu thp d liu ngn.
Phng php chn hi ngu nhin: y l hnh thc tip cn n tng c nhn ti
nhng a im cng cng. Nhng ngi c hi c th nhn c mt mn qu
nh. Hnh thc ny cng c th thu c nhng thng tin va c th nh lng vac th nh tnh. Tuy nhin d liu thu thp c khng i din cho dn c din
rng, ch ph hp vi mt s lng gii hn cc ch .
Kim tra i vi ngi s dng: Phi tin hnh iu tra hng thng, d liu thu
thp c thng mang tnh nh lng hoc nh tnh, chi ch trung bnh. Tuy nhin
phng php ny khng ph hp i vi mt s nghin cu, ch ph hp vi mt s
lng gii hn cc ch .
Khiu ni khch hng: Nhng thng tin iu tra c c th cung cp cnhng vn c th ang xy ra, chi ph cho phng php ny thp, d liu mang tnh
nh tnh. Tuy nhin nhng kin ny khng cung cp c kin i din cho tt c
khch hng m ch cung cp mt kha cnh li c th no .
Sau khi thu thp, cc d liu s c a vo trong ngi nh cht lng. Trong
bc ny iu quan trng l phi s dng chnh ting ni ca khch hng, trnh trng
hp cc b phn k thut dch sai mong mun ca khch hng. Bn cnh cn nh
rng khch hng khng phi l ngi s dng cui cng, m cn bao gm nhm nh
hng, ngi thanh ton, ngi quyt nh muaDo c th phi phn loi nhu cu
khch hng.
Khch hng c khuyn khch m t nhng g h cn v cc vn ca h
i vi sn phm. Danh mc nhng yu cu thu thp ny s c a vo trong
ngi nh cht lng. Khch hng khng ch l nhng ngi s sng cui cng m cn
bao gm nhng nhm nh hng, ngi thanh ton, ngi s dng, ngi quyt nh
mua. i vi mt nh sn xut, khch hng c th bao gm Chnh ph, ngi bn
bun, bn l. Nhng yu cu ny thng l nhng li pht biu ngn c ghi li vc km theo 1 nh ngha chi tit. Sau khi tt c cc yu cu c tp hp li, nhng
yu cu no tng ng s c nhm thnh cc loi v c vit thnh cc cy th
mc bng vic s dng biu quan h v biu cy.
2.2.3. c tnh k thut
Sau khi xc nh ting ni ca khch hng, doanh nghip (nhm thit k QFD)
chuyn ho chng thnh c tnh k thut ca sn phm, m h nhn thy chng c
lin quan vi yu cu ca khch hng. Nhng c tnh k thut ny chnh l nhngthuc tnh c thit k di dng ngn ng ca cng ty (tc l ngn ng ca nh
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VIETHANIT n mn hc
thit k v k thut). Chng m t c tnh sn phm ca cng ty. Chng nn l nhng
c tnh c th o lng v kim sot c ca sn phm v y l nn tng cho nhng
hot ng trong quy trnh thit k, sn xut v cung cp dch v. Mt yu cu ca
khch hng c th chuyn ha thnh mt yu cu k thut hay nhiu hn. iu c
bit m cc doanh nghip phi ht sc ch trong giai on ny l: nhng nhu cu,mong mun ca khch hng phi c hiu mt cch ng n, trnh tnh trng phin
dch sai lch, thm bt hay hiu nhm mun ca khch hng.
Cng vi cch thc nh phn mt, y nhng c tnh ca khch hng c
phn tch v lp ra mt cu trc, biu quan h v biu cy c ng dng lm
r hn cc c tnh k thut ca sn phm.
2.2.4. Ma trn tng quan (mi nh ca cht lng)
Mt ma trn tam gic dng mi s biu din mi quan h gia cc c tnh kthut ca sn phm. Nhm QFD s so snh tng c tnh k thut vi nhau. Vi mi
th cu hi c t ra l ci thin c tnh ny c lm thay i gi tr (tng ln hay
gim xung) c tnh k thut khc?. Chng ta c th dng k hiu biu th mi
quan h gia cc thuc tnh:
Quan h mnh
Quan h trung bnh
Quan h yuKhi xc nh mi quan h ny gip nhm QFD hiu r v rng buc gia chng.
iu c ngha l khi nhm QFD quyt nh ci tin mt c tnh k thut no th
cc c tnh c quan h vi n cng thay i. Tc l nhm QFD phi ci tin tch hp
cc c tnh k thut c lin quan vi nhau khi nhm QFD mun ci tin c tnh no
.
2.2.5. Mi quan h tng quan
Phn 4 chnh l phn thn ca ngi nh cht lng. Mc ch ca n chuynnhng yu cu ca khch hng vo c tnh k thut ca sn phm. trong bn thn ma
trn nhng du hiu khc nhau c s dng nhn din mc ca mi quan h,
tng t nh vic s dng trong mi ca ngi nh. Tc l dng k hiu biu th mi
quan h :
Quan h mnh
Quan h trung bnh
Quan h yu
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VIETHANIT n mn hc
Thng qua bc ny doanh nghip s xc nh c nhng mi quan h no l
mnh hay yu, t doanh nghip c th rt ra nhng ci no l quan trng cn
c ci tin.
Nu nh doanh nghip khng xc nh c r rng cc mi quan h gia ting
ni khch hng v c tnh k thut th cc nhu cu khch hng s khng c png. Tc l khi mt c tnh k thut khng lin quan n mt thuc tnh no ca
khch hng, n c th d tha hoc ngi thit k c th sai lch mt thuc tnh quan
trng ca khch hng.
2.2.6. Tm quan trng cc thuc tnh khch hng
Tm quan trng cc thuc tnh khch hngnm pha bn phi ca ngi nh cht
lng. Quan trng nht v vic u tin phi k n i vi bc ny l xp hng mc
quan trng phn nh mong mun quan trng nht v hp dn nht ca khchhng. y chnh l qu trnh nh lng i vi cc yu cu ca khch hng.
xc nh c th t tm quan trng cc thuc tnh khch hng nhm QFD
thng s dng bng cu hi (questionaire) cho khch hng hay c th thu thp ting
ni khch hng theo nhng phng php khc bc mt. Sau khi x l d liu nhm
s xc nh nhu cu no l quan trng nht.
Trong bc ny c xt n im mnh im yu ca doanh nghip so vi i th
cnh tranh v c tnh k thut ca sn phm. N gip cc nh thit k c th tm kimc hi cho ci tin. N cng lin kt QFD vi tm nhn chin lc ca cng ty v cho
php thit t quyn u tin cho quy trnh thit k.
Vic nh gi nhng c tnh k thut ca sn phm cnh tranh thng thc hin
qua kim nghim trong phng th nghim v chuyn thnh nhng tiu chun c th o
lng.
2.2.7. La chn nhng c tnh k thut pht trin
La chn nhng c tnh k thut c quan h mnh n nhu cu khch hng,nhng c tnh i th km, hay nhng c tnh quan trng ca sn phm pht
trin.
Nhm QFD c th ci tin da trn tm quan trng nhu cu khch hng hay l
da trn vic so snh cc c tnh k thut ca doanh nghip vi i th cnh tranh.
Khi doanh nghip ci tin theo cch no, doanh nghip phi chn c tnh k thut no
l quan trng nht ci tin nhng ci tin phi ph hp vi ngun lc ca doanh
nghip.
Nu da trn tm quan trng cc thuc tnh ca khch hng th nhm QFD c th
tp trung vo vic p ng nhu cu quan trng nht. T da vo phn thn ca ngi
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VIETHANIT n mn hc
nh cht lng nhm QFD c th ci tin c tnh k thut no quan h mnh nht vi
thuc tnh khch hng .
Nu da trn vic so snh cc c tnh k thut ca doanh nghip vi i th
cnh tranh, th da vo c tnh k thut yu nht ca doanh nghip so vi i th
cnh tranh.Sau khi chn c c tnh k thut ci tin. Nhm QFD da vo mi nh ca
ngi nh cht lng xc nh cc c tnh k thut khc lin quan. Nh vy nhm
QFD khng ch ci tin mt c tnh m cn ci tin cc c tnh lin quan to ra hiu
ng ci tin lin tc.
2.3. Cc lnh vc ng dng ca trin khai chc nng cht lng- Quality functiondeployment (QFD)
Hai ng dng u tin gin tip ca QFD l trong ngnh cng nghip ng tuv ngnh cng nghip in. Nhng ng dng tip theo ca QFD l trong ngnh t,
in v cng ngh phn mm. Vi s pht trin nhanh chng ca QFD, a n
kt qu l QFD c ng dng nhiu trong cc ngnh sn xut. Cui cng QFD c
gii thiu trong ngnh dch v nh chnh ph, Ngn hng, k ton, chm sc sc
khe, gio dc v nghin cu
2.3.1. Vn ti v truyn thng
Ngnh ng tu l mt trong hai lnh vc ng dng QFD sm nht. S ng
dng ca QFD c th c tm thy trong nghnh sn xut my bay, cng ty hng
khng, b phn my mc t ng, v tinh nhn to, ng st, ng c m t.
2.3.2. Ngnh in t
u tin QFD c ng dng trong nhng my mc photo tnh in v th l t
QFD c ng dng rng ri trong nhng cng ty in t nh AT&T, DEC, HP,
IBM, Motorola, Philip v trong nhng sn phm c lin quan n in t nh my
tnh, cng, con chp. QFD cn c ng dng trong cc b phn tch in nh
acquy, b phn chy ga, tuabin gi
2.3.3. Nhng h thng phn mm
Lnh vc ng dng sm khc ca QFD l nhng h thng phn mm. c bit
c nhiu bo co v s ng dng ca QFD trong lnh vc ny nh:
Anonymous(1993), Bamett and Raja(1995)..
S ng dng khc ca QFD trong lnh vc ny nh h thng h tr ra quyt
nh, h thng chuyn gia, h thng thng tin, h thng thng tin qun l, nhng
trang web.
2.3.4. Sn xut
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VIETHANIT n mn hc
Vi s pht trin nhanh chng ca QFD cn c nhiu ng dng trong sn xut
nh: sn xut my tnh, thc phm, thit b xe p, dch v y hc, h thng o lng,
my in, thit b bo v nng lng, my ko.
2.3.5. Dch v
QFD c th ng dng trong lnh vc dch v nh: qun tr, k ton, ngn hng,dch v xy dng, s phn phi thc phm, dch v ti chnh, khch sn, th chp,
ngnh bn l, dch v thng tin, k thut th vin, chm sc sc khe
2.3.6. Gio dc v nghin cu
Trong s cc ng dng dch v trn th cc trng i hc l mt v d minh
chng r rng cho s ng dng ca QFD qun l cht lng gio dc v nghin
cu. Trong lnh vc gio dc QFD c ng dng ti cc trng cao ng, i hc,
cc hc vin gio dc, cc trng trung cp, nhng trng kinh doanh, thit kchng trnh nghin cu.
2.3.7. Nhng ngnh cng nghip khc
Ngoi nhng ng dng ca QFD trong cc ngnh cng nghip tng qut trn,
QFD cn c ng dng trong cc ngnh cng nghip khc nh ngnh cng nghip
khng gian, nng nghip, bo v mi trng , cht lng khng kh trong nh, vn
ha qun l, qun s, s bo v thin nhin, trm cnh st.
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VIETHANIT n mn hc
PHN III: TNH HNH NG DNG QFD TRN TH GII VVIT NAM
3.1. Tnh hnh ng dng QFD trn th gii v Vit Nam
3.1.1. Tnh hnh ng dng QFD trn th gii
Ngy nay, nh hng ca QFD vt ra ngoi gii hn ca 2 nc Nht Bn, M
rt nhiu nc trn th gii ng dng QFD trong cc ngnh cng nghip ca mnh.
Hin nay, QFD c ph bin rt rng ri, c th tm thy QFD trong rt nhiu ti
liu. V d, trong cc sch ng dng QFD nh Australia (Anonymous, 1995b; Barnett,1991), Brazil (Matsuda et al., 1998; Radharamanan and Godoy, 1996), c (Herrmann
et al., 2000; Pfohl v Ester, 1999), Hng Kng (Chan, 2000; Chin et al., 2001; Ho,
2000; Ko and Lee, 2000; Lam v Zhao, 1998; Leung, 1997; Tse, 1999), n
(Maduri, 1992; Singh v Deshmukh, 1999), Irc (Glushkovsky et al., 1995), Italy
(Ghobadian v Terry, 1995), Hn Quc (Han et al., 1998; Kim et al., 2000c), Malaysia
(Anonymous, 1998), Newzealand (Govers, 1996, 2001), Scotland (Curry v Herbert,
1998), Singapor (Hwarng v Teo, 2001; Lim v Tang, 2000; Lim et al., 1999), Anh
(Curry, 1999; Barnes v Vidgen, 2001; Booth, 1995; Lowe v Ridgway, 2000a;Martins v Elaine, 2001; Parr, 1995; Poolton v Barclay, 1996; Taylor, 1997; Veness).
QFD cn c cc phn mm ng dng d dng cho tin trnh QFD, k c phn
mm QFD v gio dc tc gi l Fawsy Bendeck ca trng i Hc at
Kaiserslautern, Germany. Phn mm Qualisoft/Fulfillment chuyn dnh cho thit k
QFD
Nhiu dch v M, s lng ln cc thng tin trc tuyn v QFD c s dng,
danh sch a ch mail tho lun v QFD c chu cp bi cht lng ngun nhn lctrc tuyn cung cp ng dn http://quality.org/html/qfd.html. Nhng forum cho vic
t vn QFD n cc cng ty.
3.1.2 Tnh hnh ng dng QFD ti Vit Nam
Trong khi QFD c ng dng rng ri trn ton th gii th ti Vit Nam n
vn cn ang hn ch, QFD mi ch c thc hin mt s doanh nghip ti cc khu
cng nghip thnh ph H Ch Minh, Bnh Dng v mt s tnh thnh khc. Theo
nhm chng ti s d xy ra tnh trng ny l do mt b phn ln cc doanh nghipVit Nam vn cha c t duy nng sut. QFD l mt cng c nng cao cht lng
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VIETHANIT n mn hc
sn phm trong doanh nghip ch n khng c nhiu tnh qung co nh cc ch s
ISO nn n vn t thu c s quan tm ca cc doanh nghip. Qua vic kho st vic
ng dng QFD ti Vit Nam (c th l ti khu cng nghip Bnh Dng nm 2006)
ch ra mt s im mnh v im yu nh sau:
im mnh
Th nht, ci thin cht lng sn phm thng qua tin trnh sn xut da trn
vic p ng tt nhu cu ca khch hng.
Th hai, knh truyn thng gia khch hng v cc b phn marketing, nghin
cu v pht trin, b phn sn xut c ci thin ng k.
Th ba l gim c thi gian v chi ph cho cc d n pht trin sn phm mi.
V cui cng l kh nng nhn bit s thay i ca mi trng v phn ng vis thay i tt hn.
im yu
i khi c qu nhiu cc yu cu ca khch hng hay ni cch khc c qu nhiu
u vo nn rt kh thc hin tin trnh sn xut.
Cng v vy s rt tn km chi ph v kh khn trong vic thc hin khi phi
cng lc p ng rt nhiu yu cu ca khch hng.
Cng trong mt cuc kho st ti thnh ph H Ch Minh nm 2007 cho thy
rng cng c mt vi cng ty bit n QFD nhng s cng ty hiu r v QFD v p
dng n thnh cng th khng nhiu. Cuc nghin cu cng thc hin phng vn
mt s chuyn gia v nhng kin ca h cng tng t nh kt qu kho st th
trng. Qua cuc nghin cu cho thy c rt t cng ty s dng QFD cho qu trnh
pht trin sn phm ca h. Nhng cuc nghin cu cng ch ra rng vic tm hiu
QFD v p dng n trong qu trnh pht trin sn phm s gip cho hu ht cc cng
ty thnh ph H Ch Minh v cc tnh ln cn c th nng cao li th cnh tranh cah.
Hin nay ti nc ta cng c mt vi t chc nh Trung tm cht lng III,
VPC cung cp cc kho hun luyn v QFD nhng cc loi sch v n trn th trng
nc ta th hu nh rt hn ch. Mt s cng ty p dng QFD thnh cng nh l
Thi Tun, Number One(THP group). Bn cnh cng c mt s d n nghin
cu v vic ng dng QFD trong giai on thit k ca mt s d n trong ngnh xy
dng ti thnh ph H Ch Minh.
Nh vy tm li th Vit Nam hin nay vic ng dng QFD vn cha c thc
hin rng ri v hiu qu thc hin th vn cn rt khim tn.
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VIETHANIT n mn hc
3.2. Mt vi v d minh ha v nhng ng dng ca QFD
3.2.1. ng dng ca QFD trong nh lng sch gio khoa
(bi dch t QFD-based Technical Textbook Evaluation Procedure and a Case
Study By Mr. Jacob Chen and Dr. Joseph C. Chen).
Gm 6 bc: Bc 1: Sn phm l ng nht
Bc 2: Ting ni ca khch hng bn trong v bn ngoi l c t ch
Bc 3: Nhu cu khch hng l c dn chng.
Bc 4: Ngi nh cht lng ca tin trnh lp k hoch
Trong bc 4 thc hin 5 cng vic sau:
- Cng vic 1: Ting ni ca khch hng qua cc kt qu iu tra ca cc
khu vc nhn vin b thay i (Local employer needs)
- Cng vic 2: iu quan trng s sp xp nhu cu ca khch hng c
quyt nh vo trong s sp xp 1 n 5, theo kt qu iu tra th 1t quan trng
nht, 5 quan trng nht
- Cng vic 3: Tin trnh thit k nhng c trng c lit k, n l c
s c bn ca tin trnh phc tho.
- Cng vic 4: Mi quan h gia ting ni khch hng v tin trnh thit
k nhng c trng c quyt nh.
- Cng vic 5: Mc quan trng cho mi tin trnh thit k nhng c
trng c tnh ton bi vic cng thm tt c cc s ngn, mi ln tng thm
bng vic sp xp quan trng.
Bc 5: Ngi nh cht lng ca k hoch nh lung sch gio khoa:
Sau giai on u ca ngi nh cht lng c xy dng, giai on 2 cangi nh cht lng nhn din nh lng nt c trng ca sch gio khoa cp
qua hnh sau:
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VIETHANIT n mn hc
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VIETHANIT n mn hc
Ging nh cu trc ca ngi nh cht lng cho tin trnh lp k hoch, y l
nm cng vic trong pht trin nh lng sch gio khoa k hoch ngi nh cht
lng nh sau:
Tin trnh thit k cc c trng c chuyn di t giai on u tin n
ting ni ca khch hng ca giai on th hai.
1. Chnh xc mc quan trng t kt qu ca giai on u c chuyn di nh
l t l quan trng t 1 n 5 nhng ngc li mt l quan trng t nht v 5 l quantrng nht. Sau vic la chn cc thng tin c bn cho vic hc (nghin cu t cc
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VIETHANIT n mn hc
khu vc ngi lao ng v sinh vin v phc tho), th tc v chuyn ca vic hc
c ghi li:
2. Cc thng tin t cuc iu tra nhng sinh vin v nhng iu g h cm thy
nn cho l cc c trng quan trng ca sch gio khoa cho kho hc c lit k.
3. Mi quan h gia bn pht tho cc c trng quan trng kho hc v nhngnt c trng cu sch gio khoa t nhng quan im ca sinh vin c xc nh.
4. Mc quan trng cho mi c trng ca sch gio khoa c tnh ton
bng vic cng thm nhng s trn, mi ln tng thm bng chnh nhng mc quan
trng. Khi mi quan h nhng cp bc c a ra xuyn xut u tin s chnh
xc nhng cp bc. Nhng iu ny tr thnh nhng cp bc cho s nh lng
nhng c trng sch gio khoa. Vic bt u t 1 nh l chnh xc cao nht ca
cp bc, v theo di chuyn n 2,3 ... Bc 6: Hon thnh nhng khon mc trn cho vic nh lng ca nhng
sch gio khoa c nhn ra v nh lng ca nhng sch gio khoa khc nhau
c hng dn.
3.2.2. ng dng QFD vo sn xut cng ty TOYOTA
Mt s kt qu cho thy QFD gip gim 50% chi ph, 33% thi gian pht trin
sn phm v lm tng 200% hiu qu. V d nh TOYOTA v Honda ch cn 3,5
nm tung sn phm mi ra th trng, trong khi cc cng ty M phi mt n5 nm
Sau 4 nm o to v chun b, h thng QFD c TOYOTA s dng vo nm
1977. Ly 1977 lm mc, TOYOTA c nhng bo co kt qu y n tng. Bn
cnh vic gii thiu bn kiu xe ti mi, TOYOTA bo co gim 20% chi ph
trong vic gii thiu mt xe ti mi vo thng 10/1979, v gim 38% vo 11/1982, v
gim tch ly 61% vo thng 4/1984. Cng sut thi k ny, chu k pht trin sn
phm cng c gim ch cn 1/3 vi s ci thin tng thch trong cht lng bis gim dn ca cc thay i trong k thut. V hin nay thc trng ca TOYOTA
hin ang rt tt, l cng ty chu duy nht lt vo danh sch 10 cng ty xut sc
nht trong bng xp hng Top 500 doanh nghip c doanh thu ln nht nm 2005.
Vt qua hng xe hi danh ting Ford (2003). V chnh thc son ngi s 1 th gii
v sn xut t ca hng xe hi General Motors (2008)
3.2.3. ng dng QFD trong qu trnh hoch nh d n h tng (SyedM.Ahmed, M.ASCE; Li Pui Sang; v Zeliko M. Torbica, M.ASCE, 2003).
3.2.3.1. Mc tiu nghin cu
- Kho st s ph hp ca QFD trong hoch nh v thit k.
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VIETHANIT n mn hc
- ngh mt m hnh ng dng QFD sn s dng trong qu trnh x l cho
vic hoch nh v thit k.
3.2.3.2. Phng php lun: nghin cu ny s dng 4 giai on.
- Giai on 1: Xem xt v xut cc nguyn tc, l thuyt v b
khung cho k thut QFD.
- Giai on 2: Kho st v phn tch qu trnh x l hoch nh
trong cc d n h tng xy dng dn dng.
- Giai on 3: Pht trin m hnh ng dng QFD cho qu trnh x
l hoch nh v thit k cc d n h tng.
- Giai on 4: xut m hnh v kim nghim t nhng s liu
thu thp c t 2 d n h tng.
3.2.4. "Nghin cu th nghim QFD trong cc d n xy dng", (Neil Eldin vVerda Hikle), 2003.
Cc tc gi a ra nghin cu th nghim QFD trong d n thit k xy dng.
Lnh vc ca d n bao gm qu trnh chun b thit k cho mt phng hc hin i
kch thc ln. Nghin cu a ra thit k phng hc mu cho cc trng i hc
trong tng lai. Nghin cu chng minh rng QFD c th ng dng thnh cng
trong cc d n xy dng.
ng dng QFD trong ngnh cng nghip xy dng c pht trin ti cc
nc trn th gii trong thi gian gn y v nht l trong mi trng cnh tranh ngy
cng gay gt th cht lng sn phm xy dng cn c quan tm hn na t qu
trnh thit k cho n khi a cng trnh vo s dng. Nhm tc gi cng ang thc
hin mt nghin cu v ng dng QFD trong giai on thit k vo thc t ti Vit
Nam m c bit l ti mt vi d n TP. H Ch Minh. Kt qu nghin cu ca
nhm s c cng b trong mt tng lai gn.
Trong tng lai s c nhiu nh nghin cu Vit Nam tip tc pht trin cc ngdng ca QFD vo trong ngnh xy dng ni chung v lnh vc qun l xy dng ni
ring nhm nng cao cht lng ca cc sn phm xy dng t giai on thit k n
giai on bn giao a d n vo khai thc s dng.
V d : Trng i Hc Kinh T mun ci tin cht lng ca trng . lm
c iu ny, nh trng cho thu thp kin ca sinh vin trong trng. Sau khi
thu thp y thng tin, da vo cng c QFD, lp ra c ngi nh cht lng
nh sau:
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VIETHANIT n mn hc
trong qu trnh hc. Chnh nh QFD m nh trng c th tm ra nhng yu im
ci tin, ng thi, nhng im mnh tip tc pht trin.
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VIETHANIT n mn hc
KT LUN
Ni tm li, trin khai chc nng cht lng_ QFD l vic chuyn nhng nhu
cu ca khch hng (ting ni khch hng- Voice of the customer [VOC]) thnh nhng
c tnh k thut (v cc phng php th nghim thch hp) ca sn phm, dch v,
u tin tng c tnh sn phm, dch v trong khi ng thi t ra nhng mc tiu phttrin cho vic pht trin sn phm v dch v.
QFD c ng dng trong rt nhiu loi dch v, sn phm tiu dng, phc v
qun i v cc sn phm cng ngh ang ni. K thut cng c s dng nhn
dng v cung cp ti liu chin lc v mu k markering cnh tranh. QFD c coi
l cha kha ca Desing For Six Sigma (DFSS). N cng c bao gm trong tiu
chun ISO 9000:2000 tp trung vo s tha mn khch hng.
K t khi c gii thiu, k thut QFD c pht trin gim thiu thigian v nhng n lc cn b ra. cng chnh l l do ti sao ngy nay QFD li c
s dng rng ri nh vy.
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VIETHANIT n mn hc
TI LIU THAM KHO
[1] Thng tin t internet:
http://quality.org/html/qfd.html
http://qtchatluong.co.cc/
http://www.google.com.vn/
http://qfd.org/
[2]bi dch t QFD-based Technical Textbook Evaluation (Procedure and a Case
StudyBy Mr. Jacob Chen and Dr. Joseph C. Chen).
http://quality.org/html/qfd.htmlhttp://qtchatluong.co.cc/http://www.google.com.vn/http://qfd.org/http://quality.org/html/qfd.htmlhttp://qtchatluong.co.cc/http://www.google.com.vn/http://qfd.org/