{"id":27465,"date":"2023-12-07T04:34:44","date_gmt":"2023-12-07T04:34:44","guid":{"rendered":"https:\/\/masterskills.org\/blog\/quan-tri-chat-luong-dich-vu-service-quality-management-la-gi.html"},"modified":"2023-12-22T15:13:04","modified_gmt":"2023-12-22T08:13:04","slug":"quan-tri-chat-luong-dich-vu-service-quality-management-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/quan-tri-chat-luong-dich-vu-service-quality-management-la-gi.html","title":{"rendered":"Qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 (Service Quality Management) l\u00e0 g\u00ec?"},"content":{"rendered":"
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H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: slideshare)<\/p>\n<\/figcaption><\/figure>\n

Qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323\u00a0<\/font><\/h2>\n

Kh\u00e1i ni\u1ec7m<\/b><\/p>\n

Qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323<\/b> trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0 Service Quality Management.<\/b><\/p>\n

Qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 <\/b>c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n tr\u1ecb nh\u1eb1m \u0111\u01b0a ra c\u00e1c m\u1ee5c ti\u00eau c\u0169ng nh\u01b0 ch\u00ednh s\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c m\u1ee5c ti\u00eau v\u00e0 ch\u00ednh s\u00e1ch \u0111\u00f3 b\u1eb1ng c\u00e1ch ti\u1ebfn h\u00e0nh c\u00e1c ho\u1ea1t \u0111\u1ed9ng nh\u01b0 ho\u1ea1ch \u0111\u1ecbnh ch\u1ea5t l\u01b0\u1ee3ng, \u0111\u1ea3m b\u1ea3o ch\u1ea5t l\u01b0\u1ee3ng v\u00e0 c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng trong khu\u00f4n kh\u1ed5 m\u1ed9t h\u1ec7 th\u1ed1ng qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng.<\/p>\n

N\u1ed9i dung<\/font><\/h3>\n

Qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 bao g\u00f4\u0300m ca\u0301c n\u1ecd\u0302i dung sau:<\/p>\n

– Xa\u0301c \u0111i\u0323nh mu\u0323c tie\u0302u va\u0300 chi\u0301nh sa\u0301ch ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323<\/b><\/p>\n

Mu\u0323c tie\u0302u ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 bao g\u00f4\u0300m ca\u0309 mu\u0323c tie\u0302u bao qua\u0301t, t\u00f4\u0309ng th\u00ea\u0309 va\u0300 mu\u0323c tie\u0302u cu\u0323 th\u00ea\u0309. Mu\u0323c tie\u0302u bao tru\u0300m, t\u00f4\u0309ng th\u00ea\u0309 co\u0301 th\u00ea\u0309 la\u0300 ca\u0301c tuye\u0302n b\u00f4\u0301 cu\u0309a t\u00f4\u0309 ch\u01b0\u0301c, doanh nghi\u1eb9\u0302p v\u00ea\u0300 m\u01b0\u0301c ch\u00e2\u0301t lu\u031b\u01a1\u0323ng c\u00e2\u0300n \u0111a\u0323t cu\u0309a mi\u0300nh.\u00a0<\/p>\n

Vi\u0301 du\u0323, mu\u0323c tie\u0302u ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 cu\u0309a m\u1ecd\u0302t t\u00f4\u0309 ch\u01b0\u0301c co\u0301 th\u00ea\u0309 tuye\u0302n b\u00f4\u0301 nhu\u031b “ta\u0323o ra va\u0300 cung \u01b0\u0301ng nh\u01b0\u0303ng di\u0323ch vu\u0323 co\u0301 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng cao nh\u00e2\u0301t nh\u0103\u0300m tho\u0309a ma\u0303n nhu c\u00e2\u0300u nga\u0300y ca\u0300ng ta\u0306ng cu\u0309a kha\u0301ch ha\u0300ng”, ho\u1ea1\u0306c “tr\u01a1\u0309 tha\u0300nh m\u1ecd\u0302t trong ba nha\u0300 cung \u01b0\u0301ng di\u0323ch vu\u0323 nga\u0302n ha\u0300ng ha\u0300ng \u0111\u00e2\u0300u Vi\u1eb9\u0302t Nam”.\u00a0<\/p>\n

Mu\u0323c tie\u0302u cu\u0323 th\u00ea\u0309 la\u0300 ca\u0301c mu\u0323c tie\u0302u c\u00e2\u0300n \u0111a\u0323t \u0111u\u031b\u01a1\u0323c th\u00ea\u0309 hi\u1eb9\u0302n b\u0103\u0300ng con s\u00f4\u0301 cu\u0323 th\u00ea\u0309 va\u0300 nh\u01b0\u0303ng con s\u00f4\u0301 cu\u0323 th\u00ea\u0309 c\u00e2\u0300n \u0111a\u0323t na\u0300y thu\u031b\u01a1\u0300ng g\u0103\u0301n ch\u1ea1\u0306t v\u01a1\u0301i nh\u01b0\u0303ng m\u00f4\u0301c th\u01a1\u0300i gian va\u0300 kho\u0302ng gian cu\u0323 th\u00ea\u0309.<\/p>\n

– Hoa\u0323ch \u0111i\u0323nh, \u0111a\u0309m ba\u0309o va\u0300 ca\u0309i ti\u00ea\u0301n ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323<\/b><\/p>\n

Hoa\u0323ch \u0111i\u0323nh, \u0111a\u0309m ba\u0309o va\u0300 ca\u0309i ti\u00ea\u0301n ch\u00e2\u0301t lu\u031b\u01a1\u0323ng la\u0300 kha\u0302u ti\u00ea\u0301p theo sau khi mu\u0323c tie\u0302u va\u0300 chi\u0301nh sa\u0301ch ch\u00e2\u0301t lu\u031b\u01a1\u0323ng \u0111a\u0303 \u0111u\u031b\u01a1\u0323c xa\u0301c \u0111i\u0323nh. \u0110\u00ea\u0309 la\u0300m \u0111u\u031b\u01a1\u0323c \u0111i\u00ea\u0300u \u0111o\u0301, ca\u0301c t\u00f4\u0309 ch\u01b0\u0301c cung c\u00e2\u0301p di\u0323ch vu\u0323 c\u00e2\u0300n pha\u0309i co\u0301 m\u1ecd\u0302t b\u1ecd\u0302 ph\u1ea1\u0302n chuye\u0302n tra\u0301ch \u0111\u00ea\u0309 th\u01b0\u0323c thi m\u1ecd\u0302t chu\u031bo\u031bng tri\u0300nh ca\u0309i ti\u00ea\u0301n ch\u00e2\u0301t lu\u031b\u01a1\u0323ng ho\u1ea1\u0306c tri\u00ea\u0309n khai m\u1ecd\u0302t h\u1eb9\u0302 th\u00f4\u0301ng qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng.<\/p>\n

– Gia\u0301m sa\u0301t, \u0111a\u0301nh gia\u0301 \u0111\u00ea\u0309 pha\u0301t hi\u1eb9\u0302n l\u00f4\u0303i trong qua\u0301 tri\u0300nh sa\u0301ng ta\u0323o va\u0300 cung \u01b0\u0301ng di\u0323ch vu\u0323<\/b><\/p>\n

Ti\u00ea\u0301p theo co\u0302ng ta\u0301c xa\u0302y d\u01b0\u0323ng h\u1eb9\u0302 th\u00f4\u0301ng va\u0300 t\u00f4\u0309 ch\u01b0\u0301c cung \u01b0\u0301ng di\u0323ch vu\u0323, gia\u0301m sa\u0301t, \u0111a\u0301nh gia\u0301 \u0111\u00ea\u0309 pha\u0301t hi\u1eb9\u0302n l\u00f4\u0303i trong qua\u0301 tri\u0300nh sa\u0301ng ta\u0323o va\u0300 cung \u01b0\u0301ng di\u0323ch vu\u0323 la\u0300 m\u1ecd\u0302t vi\u1eb9\u0302c la\u0300m h\u00ea\u0301t s\u01b0\u0301c c\u00e2\u0300n thi\u00ea\u0301t. Chi\u0309 co\u0301 tho\u0302ng qua gia\u0301m sa\u0301t, \u0111a\u0301nh gia\u0301, chu\u0301ng ta m\u01a1\u0301i co\u0301 th\u00ea\u0309 bi\u00ea\u0301t \u0111u\u031b\u01a1\u0323c ch\u00e2\u0301t lu\u031b\u01a1\u0323ng cu\u0309a di\u0323ch vu\u0323 cung \u01b0\u0301ng hi\u1eb9\u0302n \u0111ang n\u0103\u0300m \u01a1\u0309 m\u01b0\u0301c \u0111\u1ecd\u0302 na\u0300o \u0111\u00ea\u0309 co\u0301 nh\u01b0\u0303ng \u0111i\u00ea\u0300u chi\u0309nh ki\u0323p th\u01a1\u0300i.\u00a0<\/p>\n

Vi\u1eb9\u0302c \u0111a\u0301nh gia\u0301 lie\u0302n tu\u0323c hoa\u0323t \u0111\u1ecd\u0302ng cu\u0309a qua\u0301 tri\u0300nh di\u0323ch vu\u0323 pha\u0309i \u0111u\u031b\u01a1\u0323c ti\u00ea\u0301n ha\u0300nh \u0111\u00ea\u0300u \u0111\u1ea1\u0306n \u0111\u00ea\u0309 pha\u0301t hi\u1eb9\u0302n l\u00f4\u0303i (n\u00ea\u0301u co\u0301) va\u0300 ti\u0301ch c\u01b0\u0323c ti\u0300m ki\u00ea\u0301m co\u031b h\u1ecd\u0302i nh\u0103\u0300m ca\u0309i ti\u00ea\u0301n ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 (n\u00ea\u0301u c\u00e2\u0300n).\u00a0<\/p>\n

B\u01a1\u0309i v\u1ea1\u0302y, la\u0303nh \u0111a\u0323o c\u00e2\u0300n pha\u0309i thi\u00ea\u0301t l\u1ea1\u0302p va\u0300 duy tri\u0300 m\u1ecd\u0302t h\u1eb9\u0302 th\u00f4\u0301ng tho\u0302ng tin \u0111\u00ea\u0309 thu lu\u031b\u01a1\u0323m va\u0300 ph\u00f4\u0309 bi\u00ea\u0301n s\u00f4\u0301 li\u1eb9\u0302u t\u01b0\u0300 mo\u0323i ngu\u00f4\u0300n thi\u0301ch h\u01a1\u0323p. La\u0303nh \u0111a\u0323o pha\u0309i pha\u0302n co\u0302ng tra\u0301ch nhi\u1eb9\u0302m v\u00ea\u0300 h\u1eb9\u0302 th\u00f4\u0301ng tho\u0302ng tin va\u0300 vi\u1eb9\u0302c ca\u0309i ti\u00ea\u0301n ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323.<\/p>\n

Vai tr\u00f2<\/font><\/h3>\n

Vai tro\u0300 cu\u0309a qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323<\/p>\n

Di\u0323ch vu\u0323 chi\u00ea\u0301m vi\u0323 tri\u0301 nga\u0300y ca\u0300ng quan tro\u0323ng trong n\u00ea\u0300n kinh t\u00ea\u0301 qu\u00f4\u0301c da\u0302n v\u00ea\u0300 ca\u0309 m\u1ea1\u0306t gia\u0301 tri\u0323 va\u0300 la\u0303nh \u0111a\u0323o xa\u0303 h\u1ecd\u0302i. \u01a0\u0309 nu\u031b\u01a1\u0301c pha\u0301t tri\u00ea\u0309n, di\u0323ch vu\u0323 chi\u00ea\u0301m t\u01a1\u0301i 70% \u2013 80% trong co\u031b c\u00e2\u0301u GDP va\u0300 lao \u0111\u1ecd\u0302ng vi\u1eb9\u0302c la\u0300m trong li\u0303nh v\u01b0\u0323c di\u0323ch vu\u0323 g\u00e2\u0301p 3 \u2013 4 l\u00e2\u0300n lao \u0111\u1ecd\u0302ng trong khu v\u01b0\u0323c sa\u0309n xu\u00e2\u0301t v\u1ea1\u0302t ch\u00e2\u0301t.<\/p>\n

Ca\u0301c hoa\u0323t \u0111\u1ecd\u0302ng di\u0323ch vu\u0323 kho\u0302ng chi\u0309 quan h\u1eb9\u0302 tr\u01b0\u0323c ti\u00ea\u0301p t\u01a1\u0301i pha\u0301t tri\u00ea\u0309n sa\u0309n xu\u00e2\u0301t xa\u0303 h\u1ecd\u0302i ma\u0300 co\u0300n ta\u0301c \u0111\u1ecd\u0302ng va\u0300 lie\u0302n quan ch\u1ea1\u0306t che\u0303 t\u01a1\u0301i pha\u0301t tri\u00ea\u0309n, hoa\u0300n thi\u1eb9\u0302n ca\u0301c nhu c\u00e2\u0300u v\u1ea1\u0302t ch\u00e2\u0301t, va\u0306n ho\u0301a, tinh th\u00e2\u0300n va\u0300 s\u01b0\u0323 pha\u0301t tri\u00ea\u0309n toa\u0300n di\u1eb9\u0302n cu\u0309a con ngu\u031b\u01a1\u0300i.\u00a0<\/p>\n

Xa\u0303 h\u1ecd\u0302i ca\u0300ng pha\u0301t tri\u00ea\u0309n, thu nh\u1ea1\u0302p m\u00f4\u0303i ngu\u031b\u01a1\u0300i da\u0302n nga\u0300y ca\u0300ng ta\u0306ng le\u0302n thi\u0300 nhu c\u00e2\u0300u \u0111\u00f4\u0301i v\u01a1\u0301i di\u0323ch vu\u0323 nga\u0300y ca\u0300ng \u0111a da\u0323ng va\u0300 ca\u0300ng \u0111o\u0300i ho\u0309i di\u0323ch vu\u0323 pha\u0309i na\u0302ng cao ch\u00e2\u0301t lu\u031b\u01a1\u0323ng. Vi\u0300 v\u1ea1\u0302y, qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng co\u0301 y\u0301 nghi\u0303a quan tro\u0323ng.<\/p>\n

– \u0110\u00f4\u0301i v\u01a1\u0301i n\u00ea\u0300n kinh t\u00ea\u0301 qu\u00f4\u0301c da\u0302n va\u0300 kha\u0301ch ha\u0300ng: <\/b>ta\u0306ng cu\u031b\u01a1\u0300ng qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 se\u0303 th\u01b0\u0323c hi\u1eb9\u0302n di\u0323ch vu\u0323 t\u00f4\u0301t ho\u031bn, tho\u0309a ma\u0303n t\u00f4\u0301t ho\u031bn kha\u0301ch ha\u0300ng, go\u0301p ph\u00e2\u0300n pha\u0301t tri\u00ea\u0309n toa\u0300n di\u1eb9\u0302n con ngu\u031b\u01a1\u0300i.<\/p>\n

– \u0110\u00f4\u0301i v\u01a1\u0301i ba\u0309n tha\u0302n doanh nghi\u1eb9\u0302p di\u0323ch vu\u0323: <\/b>ta\u0306ng cu\u031b\u01a1\u0300ng qua\u0309n tri\u0323 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng di\u0323ch vu\u0323 se\u0303 duy tri\u0300 m\u01a1\u0309 r\u1ecd\u0302ng thi\u0323 ph\u00e2\u0300n, ta\u0306ng kha\u0309 na\u0306ng ca\u0323nh tranh, m\u01a1\u0309 r\u1ecd\u0302ng va\u0300 na\u0302ng cao hi\u1eb9\u0302u qua\u0309 hoa\u0323t \u0111\u1ecd\u0302ng di\u0323ch v\u1ee5.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: Qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5, Trung t\u00e2m \u0110\u00e0o t\u1ea1o t\u1eeb xa, \u0110\u1ea1i h\u1ecdc Kinh t\u1ebf Qu\u1ed1c d\u00e2n)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Qu\u1ea3n tr\u1ecb ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 (ti\u1ebfng Anh: Service Quality Management) c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c hi\u1ec3u l\u00e0 ho\u1ea1t \u0111\u1ed9ng qu\u1ea3n tr\u1ecb nh\u1eb1m \u0111\u01b0a ra c\u00e1c m\u1ee5c ti\u00eau c\u0169ng nh\u01b0 ch\u00ednh s\u00e1ch ch\u1ea5t l\u01b0\u1ee3ng d\u1ecbch v\u1ee5 v\u00e0 th\u1ef1c hi\u1ec7n c\u00e1c m\u1ee5c ti\u00eau v\u00e0 ch\u00ednh s\u00e1ch \u0111\u00f3.\n <\/div>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[416],"tags":[],"_links":{"self":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27465"}],"collection":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/comments?post=27465"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/27465\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=27465"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=27465"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=27465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}