{"id":28134,"date":"2023-12-07T04:56:43","date_gmt":"2023-12-07T04:56:43","guid":{"rendered":"https:\/\/masterskills.org\/blog\/tieu-chuan-iso-100022018-la-gi.html"},"modified":"2023-12-07T04:56:43","modified_gmt":"2023-12-07T04:56:43","slug":"tieu-chuan-iso-100022018-la-gi","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/tieu-chuan-iso-100022018-la-gi.html","title":{"rendered":"Ti\u00eau chu\u1ea9n ISO 10002: l\u00e0 g\u00ec?"},"content":{"rendered":"
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\"Ti\u00eau<\/div>
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H\u00ecnh minh h\u1ecda (Ngu\u1ed3n: lang-gmbh.org)<\/p>\n<\/figcaption><\/figure>\n

Ti\u00eau chu\u1ea9n ISO 10002:<\/font><\/h2>\n

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

Ti\u00eau chu\u1ea9n ISO 10002:<\/b> hay Ti\u00eau chu\u1ea9n Qu\u1ea3n l\u00ed ch\u1ea5t l\u01b0\u1ee3ng – S\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng – H\u01b0\u1edbng d\u1eabn v\u1ec1 x\u1eed l\u00ed khi\u1ebfu n\u1ea1i<\/b> c\u00f3 t\u00ean ti\u1ebfng Anh l\u00e0: ISO 10002: Quality management – Customer satisfaction – Guidelines for complaints handling in organizations.<\/b><\/p>\n

Ti\u00eau chu\u1ea9n ISO 10002:<\/b> l\u00e0 ti\u00eau chu\u1ea9n \u0111\u01b0a ra c\u00e1c h\u01b0\u1edbng d\u1eabn cho qui tr\u00ecnh x\u1eed l\u00ed khi\u1ebfu n\u1ea1i li\u00ean quan \u0111\u1ebfn c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t t\u1ed5 ch\u1ee9c,\u00a0<\/font>bao g\u1ed3m vi\u1ec7c ho\u1ea1ch \u0111\u1ecbnh, thi\u1ebft k\u1ebf, ph\u00e1t tri\u1ec3n, v\u1eadn h\u00e0nh, duy tr\u00ec v\u00e0 c\u1ea3i ti\u1ebfn.\u00a0<\/p>\n

Qu\u00e1 tr\u00ecnh x\u1eed l\u00ed khi\u1ebfu n\u1ea1i \u0111\u01b0\u1ee3c m\u00f4 t\u1ea3 trong ti\u00eau chu\u1ea9n n\u00e0y l\u00e0 ph\u00f9 h\u1ee3p cho vi\u1ec7c s\u1eed d\u1ee5ng nh\u01b0 l\u00e0 m\u1ed9t trong nh\u1eefng qu\u00e1 tr\u00ecnh c\u1ee7a h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00ed ch\u1ea5t l\u01b0\u1ee3ng t\u1ed5ng th\u1ec3.<\/p>\n

L\u01afU \u00dd Trong su\u1ed1t t\u00e0i li\u1ec7u n\u00e0y, c\u00e1c thu\u1eadt ng\u1eef “s\u1ea3n ph\u1ea9m” v\u00e0 “d\u1ecbch v\u1ee5” \u0111\u1ec1 c\u1eadp \u0111\u1ebfn c\u00e1c k\u1ebft qu\u1ea3 \u0111\u1ea7u ra c\u1ee7a m\u1ed9t t\u1ed5 ch\u1ee9c d\u00e0nh cho ho\u1eb7c theo y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.\u00a0<\/font><\/p>\n

T\u00e0i li\u1ec7u n\u00e0y \u0111\u01b0\u1ee3c thi\u1ebft k\u1ebf \u0111\u1ec3 s\u1eed d\u1ee5ng b\u1edfi b\u1ea5t k\u00ec t\u1ed5 ch\u1ee9c n\u00e0o, b\u1ea5t k\u1ec3 lo\u1ea1i h\u00ecnh ho\u1eb7c qui m\u00f4, ho\u1eb7c c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 m\u00e0 t\u1ed5 ch\u1ee9c cung c\u1ea5p. Ti\u00eau chu\u1ea9n n\u00e0y c\u0169ng d\u00e0nh cho c\u00e1c t\u1ed5 ch\u1ee9c trong t\u1ea5t c\u1ea3 c\u00e1c l\u0129nh v\u1ef1c ho\u1ea1t \u0111\u1ed9ng. Ph\u1ee5 l\u1ee5c B cung c\u1ea5p h\u01b0\u1edbng d\u1eabn c\u1ee5 th\u1ec3 cho c\u00e1c doanh nghi\u1ec7p nh\u1ecf.<\/font><\/p>\n

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

Ti\u00eau chu\u1ea9n n\u00e0y \u0111\u1ec1 c\u1eadp \u0111\u1ebfn c\u00e1c kh\u00eda c\u1ea1nh sau \u0111\u00e2y c\u1ee7a vi\u1ec7c x\u1eed l\u00ed khi\u1ebfu n\u1ea1i:<\/p>\n

a) N\u00e2ng cao s\u1ef1 th\u1ecfa m\u00e3n c\u1ee7a kh\u00e1ch h\u00e0ng b\u1eb1ng c\u00e1ch t\u1ea1o ra m\u1ed9t m\u00f4i tr\u01b0\u1eddng \u0111\u1ecbnh h\u01b0\u1edbng v\u00e0o kh\u00e1ch h\u00e0ng v\u1edbi c\u01a1 ch\u1ebf m\u1edf cho c\u00e1c th\u00f4ng tin ph\u1ea3n h\u1ed3i (bao g\u1ed3m c\u1ea3 c\u00e1c khi\u1ebfu n\u1ea1i), gi\u1ea3i quy\u1ebft m\u1ecdi khi\u1ebfu n\u1ea1i nh\u1eadn \u0111\u01b0\u1ee3c v\u00e0 n\u00e2ng cao n\u0103ng l\u1ef1c c\u1ee7a t\u1ed5 ch\u1ee9c trong vi\u1ec7c c\u1ea3i ti\u1ebfn s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, bao g\u1ed3m c\u1ea3 d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng;<\/p>\n

b) S\u1ef1 tham gia v\u00e0 cam k\u1ebft c\u1ee7a l\u00e3nh \u0111\u1ea1o cao nh\u1ea5t th\u00f4ng qua vi\u1ec7c ph\u00e2n b\u1ed5 v\u00e0 tri\u1ec3n khai c\u00e1c ngu\u1ed3n l\u1ef1c, bao g\u1ed3m c\u1ea3 \u0111\u00e0o t\u1ea1o ngu\u1ed3n nh\u00e2n l\u1ef1c;<\/p>\n

c) X\u00e1c \u0111\u1ecbnh v\u00e0 gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u v\u00e0 mong mu\u1ed1n c\u1ee7a ng\u01b0\u1eddi khi\u1ebfu n\u1ea1i;<\/p>\n

d) Cung c\u1ea5p qu\u00e1 tr\u00ecnh khi\u1ebfu n\u1ea1i m\u1edf, h\u1eefu hi\u1ec7u v\u00e0 d\u1ec5 s\u1eed d\u1ee5ng cho kh\u00e1ch h\u00e0ng;<\/p>\n

e) Ph\u00e2n t\u00edch v\u00e0 \u0111\u00e1nh gi\u00e1 khi\u1ebfu n\u1ea1i \u0111\u1ec3 c\u1ea3i ti\u1ebfn ch\u1ea5t l\u01b0\u1ee3ng s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5, bao g\u1ed3m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng;<\/p>\n

f) \u0110\u00e1nh gi\u00e1, ki\u1ec3m tra qu\u00e1 tr\u00ecnh x\u1eed l\u00ed khi\u1ebfu n\u1ea1i;<\/p>\n

g) Xem x\u00e9t t\u00ednh hi\u1ec7u l\u1ef1c v\u00e0 hi\u1ec7u qu\u1ea3 c\u1ee7a qu\u00e1 tr\u00ecnh x\u1eed l\u00ed khi\u1ebfu n\u1ea1i.<\/font><\/p>\n

Ti\u00eau chu\u1ea9n n\u00e0y kh\u00f4ng \u00e1p d\u1ee5ng cho vi\u1ec7c gi\u1ea3i quy\u1ebft nh\u1eefng tranh ch\u1ea5p b\u00ean ngo\u00e0i t\u1ed5 ch\u1ee9c ho\u1eb7c nh\u1eefng tranh ch\u1ea5p c\u00f3 li\u00ean quan \u0111\u1ebfn vi\u1ec7c l\u00e0m.<\/p>\n

(T\u00e0i li\u1ec7u tham kh\u1ea3o: International Organization for Standardization)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Ti\u00eau chu\u1ea9n ISO 10002: l\u00e0 ti\u00eau chu\u1ea9n \u0111\u01b0a ra c\u00e1c h\u01b0\u1edbng d\u1eabn cho qui tr\u00ecnh x\u1eed l\u00ed khi\u1ebfu n\u1ea1i li\u00ean quan \u0111\u1ebfn c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 c\u1ee7a m\u1ed9t t\u1ed5 ch\u1ee9c.\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\/28134"}],"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=28134"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28134\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=28134"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=28134"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=28134"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}