{"id":28405,"date":"2023-12-07T05:08:52","date_gmt":"2023-12-07T05:08:52","guid":{"rendered":"https:\/\/masterskills.org\/blog\/ngoi-nha-chat-luong-house-of-quality-hoq-la-gi-cac-buoc-xay-dung.html"},"modified":"2023-12-22T21:36:50","modified_gmt":"2023-12-22T14:36:50","slug":"ngoi-nha-chat-luong-house-of-quality-hoq-la-gi-cac-buoc-xay-dung","status":"publish","type":"post","link":"https:\/\/masterskills.org\/blog\/ngoi-nha-chat-luong-house-of-quality-hoq-la-gi-cac-buoc-xay-dung.html","title":{"rendered":"Ng\u00f4i nh\u00e0 ch\u1ea5t l\u01b0\u1ee3ng (House of Quality – HOQ) l\u00e0 g\u00ec? C\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng"},"content":{"rendered":"
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H\u00ecnh minh ho\u1ea1 (Ngu\u1ed3n: law)<\/p>\n<\/div>\n<\/div>\n

Ng\u00f4i nh\u00e0 ch\u1ea5t l\u01b0\u1ee3ng<\/font><\/h2>\n

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

Ng\u00f4i nh\u00e0 ch\u1ea5t l\u01b0\u1ee3ng <\/b>trong ti\u1ebfng Anh \u0111\u01b0\u1ee3c g\u1ecdi l\u00e0\u00a0House of Quality – HOQ.<\/b><\/p>\n

Ng\u00f4i nh\u00e0 ch\u1ea5t l\u01b0\u1ee3ng\u00a0<\/b>mo\u0302 ta\u0309 nhu c\u00e2\u0300u va\u0300 ye\u0302u c\u00e2\u0300u cu\u0309a kha\u0301ch ha\u0300ng tu\u031bo\u031bng \u01b0\u0301ng v\u01a1\u0301i \u0111\u1ea1\u0306c \u0111i\u00ea\u0309m k\u0129<\/span> thu\u1ea1\u0302t (ECs) c\u00e2\u0300n thi\u00ea\u0301t k\u00ea\u0301 \u0111\u00ea\u0309 tho\u0309a ma\u0303n nhu c\u00e2\u0300u \u0111o\u0301.<\/p>\n

N\u1ed9i dung s\u1eed d\u1ee5ng<\/font><\/h3>\n

Ca\u0301c n\u1ecd\u0302i dung c\u00e2\u0300n s\u01b0\u0309 du\u0323ng trong Ngo\u0302i nha\u0300 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng:<\/b><\/p>\n

– Danh sa\u0301ch nh\u01b0\u0303ng \u0111\u1eb7c t\u00ednh<\/span> kha\u0301ch ha\u0300ng (CAs) n\u00f4\u0309i b\u1ea1\u0302t<\/p>\n

– \u0110a\u0301nh\u00a0gia\u0301 m\u01b0\u0301c \u0111\u1ecd\u0302\u00a0quan tro\u0323ng cu\u0309a ca\u0301c \u0111\u1eb7c t\u00ednh<\/span><\/p>\n

– So sa\u0301nh cu\u0309a kha\u0301ch ha\u0300ng v\u00ea\u0300 \u0111\u1eb7c t\u00ednh<\/span> sa\u0309n ph\u00e2\u0309m\/di\u0323ch vu\u0323\u00a0cu\u0309a co\u0302ng ty va\u0300 ca\u0301c \u0111\u00f4\u0301i thu\u0309\u00a0ca\u0323nh tranh.<\/p>\n

\u01afu \u0111i\u1ec3m<\/font><\/h3>\n

U\u031bu \u0111i\u00ea\u0309m cu\u0309a ngo\u0302i nha\u0300 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng:<\/b><\/p>\n

– Ca\u0301c \u0111\u1eb7c t\u00ednh<\/span> cu\u0309a kha\u0301ch ha\u0300ng \u0111u\u031b\u01a1\u0323c li\u1eb9\u0302t ke\u0302 cu\u0323\u00a0th\u00ea\u0309 ho\u031bn, co\u0301 th\u00ea\u0309 le\u0302n \u0111\u00ea\u0301n 200-300 \u0111\u1eb7c t\u00ednh<\/span> \u00a0<\/p>\n

– Ca\u0301c \u0111\u1eb7c t\u00ednh<\/span> \u0111u\u031b\u01a1\u0323c \u0111a\u0301nh gia\u0301 m\u01b0\u0301c \u0111\u1ecd\u0302\u00a0quan tro\u0323ng\u00a0<\/p>\n

– Ca\u0301c \u0111\u1eb7c t\u00ednh<\/span> cu\u0309a kha\u0301ch ha\u0300ng \u0111u\u031b\u01a1\u0323c di\u0323ch sang ca\u0301c \u0111\u1ea1\u0306t \u0111i\u00ea\u0309m k\u0129<\/span>\u00a0thu\u1ea1\u0302t (ECs) co\u0301 lie\u0302n quan.\u00a0<\/p>\n

– Ca\u0301c \u0111\u1ea1\u0306c \u0111i\u00ea\u0309m k\u0129\u00a0thu\u1ea1\u0302t la\u0300 ca\u0301ch th\u01b0\u0301c k\u0129\u00a0thu\u1ea1\u0302t \u0111\u00ea\u0309 \u0111a\u0323t \u0111u\u031b\u01a1\u0323c “ca\u0301i gi\u0300” cu\u0309a kha\u0301ch ha\u0300ng<\/p>\n

– Ca\u0301c \u0111\u1ea1\u0306c \u0111i\u00ea\u0309m k\u0129<\/span>\u00a0thu\u1ea1\u0302t \u0111u\u031b\u01a1\u0323c s\u0103\u0301p x\u00ea\u0301p th\u01b0\u0301\u00a0t\u01b0\u0323 u\u031bu tie\u0302n theo m\u1ecd\u0302t qui \u0111i\u0323nh \u0111o\u0300i ho\u0309i s\u01b0\u0323 khe\u0301o le\u0301o nhu\u031bng \u0111o\u031bn gia\u0309n va\u0300 co\u0301 tro\u0323ng s\u00f4\u0301. Nho\u0301m pha\u0301t tri\u00ea\u0309n se\u0303 bi\u00ea\u0301t ca\u0301i gi\u0300 c\u00e2\u0300n la\u0300m tru\u031b\u01a1\u0301c<\/p>\n

– Ta\u0301c du\u0323ng c\u1ecd\u0302ng hu\u031b\u01a1\u0309ng va\u0300 tho\u0309a hi\u1eb9\u0302p cu\u0309a ca\u0301c \u0111\u1ea1\u0306c \u0111i\u00ea\u0309m k\u0129<\/span>\u00a0thu\u1ea1\u0302t \u0111u\u031b\u01a1\u0323c xa\u0301c \u0111i\u0323nh ro\u0303 ra\u0300ng<\/p>\n

– Truy\u00ea\u0300n tho\u0302ng gi\u01b0\u0303a ca\u0301c b\u1ecd\u0302\u00a0ph\u1ea1\u0302n ch\u01b0\u0301c na\u0306ng \u0111u\u031b\u01a1\u0323c khuy\u00ea\u0301n khi\u0301ch qua qua\u0301 tri\u0300nh xa\u0302y d\u01b0\u0323ng Ngo\u0302i nha\u0300 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng.<\/p>\n

C\u00e1c b\u01b0\u1edbc x\u00e2y d\u1ef1ng Ng\u00f4i nh\u00e0 ch\u1ea5t l\u01b0\u1ee3ng<\/font><\/h3>\n

Ngo\u0302i nha\u0300 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng lie\u0302n k\u00ea\u0301t nh\u01b0\u0303ng thu\u1ecd\u0302c ti\u0301nh cu\u0309a kha\u0301ch ha\u0300ng v\u01a1\u0301i \u0111\u1ea1\u0306c ti\u0301nh k\u0129 thu\u1ea1\u0302t \u0111\u00ea\u0309 \u0111a\u0309m ba\u0309o r\u0103\u0300ng nh\u01b0\u0303ng quy\u00ea\u0301t \u0111i\u0323nh v\u00ea\u0300 k\u0129 thu\u1ea1\u0302t \u0111u\u031b\u01a1\u0323c d\u01b0\u0323a tre\u0302n co\u031b s\u01a1\u0309 cu\u0309a vi\u1eb9\u0302c \u0111a\u0301p \u01b0\u0301ng nhu c\u00e2\u0300u kha\u0301ch ha\u0300ng.\u00a0<\/p>\n

Vi\u1eb9\u0302c xa\u0302y d\u01b0\u0323ng Ngo\u0302i Nha\u0300 Ch\u00e2\u0301t Lu\u031b\u01a1\u0323ng co\u0301 sa\u0301u bu\u031b\u01a1\u0301c ca\u0306n ba\u0309n nhu\u031b sau:\u00a0<\/b><\/p>\n

– Nh\u1ea1\u0302n di\u1eb9\u0302n thu\u1ecd\u0302c ti\u0301nh cu\u0309a kha\u0301ch ha\u0300ng<\/p>\n

Hay co\u0300n go\u0323i la\u0300 ti\u00ea\u0301ng no\u0301i cu\u0309a kha\u0301ch ha\u0300ng (the voice of the customer). Pha\u0309i s\u01b0\u0309\u00a0du\u0323ng chi\u0301nh “ti\u00ea\u0301ng no\u0301i cu\u0309a kha\u0301ch ha\u0300ng”, tra\u0301nh tru\u031b\u01a1\u0300ng h\u01a1\u0323p phie\u0302n di\u0323ch sai mong mu\u00f4\u0301n cu\u0309a kha\u0301ch ha\u0300ng.<\/p>\n

– Nh\u1ea1\u0302n di\u1eb9\u0302n \u0111\u1ea1\u0306c ti\u0301nh k\u0129 thu\u1ea1\u0302t<\/p>\n

Ph\u00e2\u0300n na\u0300y th\u00ea\u0309\u00a0hi\u1eb9\u0302n ca\u0301c ca\u0301c \u0111\u1ea1\u0306c tru\u031bng k\u0129 thu\u1ea1\u0302t mo\u0302 ta\u0309 \u0111\u1ea1\u0306c ti\u0301nh sa\u0309n ph\u00e2\u0309m cu\u0309a co\u0302ng ty.<\/p>\n

– Lie\u0302n k\u00ea\u0301t thu\u1ecd\u0302c ti\u0301nh cu\u0309a kha\u0301ch ha\u0300ng v\u01a1\u0301i \u0111\u1ea1\u0306c ti\u0301nh k\u0129 thu\u1ea1\u0302t cu\u0309a thi\u00ea\u0301t k\u00ea\u0301<\/p>\n

– \u0110a\u0301nh gia\u0301 sa\u0309n ph\u00e2\u0309m ca\u0323nh tranh d\u01b0\u0323a va\u0300o thu\u1ecd\u0302c ti\u0301nh cu\u0309a kha\u0301ch ha\u0300ng<\/p>\n

– \u0110a\u0301nh gia\u0301 ca\u0301c \u0111\u1ea1\u0306c ti\u0301nh k\u0129<\/span> thu\u1ea1\u0302t cu\u0309a thi\u00ea\u0301t k\u00ea\u0301 va\u0300 mu\u0323c tie\u0302u pha\u0301t tri\u00ea\u0309n<\/p>\n

– Xa\u0301c \u0111i\u0323nh nh\u01b0\u0303ng \u0111\u1ea1\u0306c ti\u0301nh k\u0129<\/span> thu\u1ea1\u0302t \u0111\u00ea\u0309 tri\u00ea\u0309n khai trong qui tri\u0300nh sa\u0309n xu\u00e2\u0301t.\u00a0<\/p>\n

S\u01a1 \u0111\u1ed3 Ngo\u0302i nha\u0300 ch\u00e2\u0301t lu\u031b\u01a1\u0323ng<\/font><\/h3>\n
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(T\u00e0i li\u1ec7u tham kh\u1ea3o: Ch\u1ea5t l\u01b0\u1ee3ng c\u00f4ng tr\u00ecnh, TS. My\u0323\u00a0Duy Tha\u0300nh, 2012, \u0110\u1ea1i h\u1ecdc Thu\u1ef7 L\u1ee3i)<\/i><\/p>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

\n Ng\u00f4i nh\u00e0 ch\u1ea5t l\u01b0\u1ee3ng (ti\u1ebfng Anh: House of Quality – HOQ) m\u00f4 t\u1ea3 nhu c\u1ea7u v\u00e0 y\u00eau c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng \u1ee9ng v\u1edbi \u0111\u1eb7c \u0111i\u1ec3m k\u0129 thu\u1eadt (ECs) c\u1ea7n thi\u1ebft k\u1ebf \u0111\u1ec3 th\u1ecfa m\u00e3n nhu c\u1ea7u \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\/28405"}],"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=28405"}],"version-history":[{"count":0,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/posts\/28405\/revisions"}],"wp:attachment":[{"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/media?parent=28405"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/categories?post=28405"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/masterskills.org\/blog\/wp-json\/wp\/v2\/tags?post=28405"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}