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This report presents some restrictions in quality management system of Viet A plastic and composite company in terms of management responsibility and human resource management.
NATIONAL ECONOMICS UNIVERSITY ENGLISH FOR BUSINESS DEPARTMENT FACULTY OF FOREIGN LANGUAGES HOANG MINH HUONG Title: ENHANCING THE EFFICIENCY OF THE QUALITY MANAGAMENT SYSTEM BY IMPROVING MANAGEMENT RESPONSIBILITY AND HUMAN RESOURCE MANAGEMENT AT VIET A PLASTIC AND COMPOSITE COMPANY Hanoi, 05/2010 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 NATIONAL ECONOMICS UNIVERSITY ENGLISH FOR BUSINESS DEPARTMENT FACULTY OF FOREIGN LANGUAGES - HOANG MINH HUONG Title: ENHANCING THE EFFICIENCY OF THE QUALITY MANAGAMENT SYSTEM BY IMPROVING MANAGEMENT RESPONSIBILITY AND HUMAN RESOURCE MANAGEMENT AT VIET A PLASTIC AND COMPOSITE COMPANY Field: English For Business Studies Code: 701 Supervisor: Nguyen Phuong Hoai, M.A Hanoi, 05/2010 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 ACKNOWLEDGEMENT Thank to the time studying and practicing in National Economic University and the time doing internship in Viet A plastic and composite company, I have learned and collected much valuable knowledge as well as real experience to finish my study It is a pleasure for me to thank the many people who spend their time and shared their knowledge for helping me to make this study with the best possible result Firstly, I would like to express my deep and sincere gratitude to my supervisor, Mrs Nguyen Phuong Hoai, teacher of Faculty of Foreign Languages, for her enthusiasm, inspiration, and great effort to explain things clearly and simply In addition, she provided encouragement, sound advice, good teaching, good company, and lots of good ideas throughout my thesis-writing period I would have been lost without her I also wish to thank Mrs Tran Thi Thu Giang, Dean of the Faculty of Foreign Languages, and all teachers in this department for impacting me the much needed knowledge to write this study During this work I have collaborated with many colleagues for whom I have great regard, and I wish to extend my warmest thanks to all those who have helped me with my work in the Sales Department in Viet A plastic and composite company Their kind support and guidance have been great value in this study Finally, I would like to wish the teachers in Faculty of Foreign Languages and the colleagues in Viet A plastic and composite company health, happiness and success in your work There are still deficiencies although I have tried my best in the research process, I hope to receive your comments to make this report more perfect Thank you.! Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 TABLE OF CONTENTS 3.1 Business result .14 EXECUTIVE SUMMARY This report presents some restrictions in quality management system of Viet A plastic and composite company in terms of management responsibility and human resource management Viet A plastic and composite company, a company of designing, manufacturing and trading plastic and composite products, pays much attention to quality management Thus, the company has carried out applying total quality management for its quality culture This application helps the company gain much profits and confirms its position in the market However, its recent business result is unstable because of implementing quality management inefficiently To be more specific, they are weaknesses in management responsibility and human resource management Enhancing efficiency of the quality management system in Viet A plastic and composite company is being the key feature to achieve better business result The report will mention the way to improve management responsibility and human resource management In detail, it will focus on showing the problems existing in management responsibility in order to find recommendations to promote the role of company leaders In addition, the research also points out some drawbacks in human resource management that lead to resistances in implementing total quality management as well as suggests some solutions to make human resource management become strong feature for company quality management system Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 INTRODUCTION In the economic globalization trend, every Vietnamese business now also hopes to find a stable position in the domestic market as well as expand market to overseas Due to the constant change of business environment and the competition of foreign products, quality control is the most concern of each enterprise The good quality management system is the basic foundation to create better products and determine the success of business Throughout doing internship in Viet A plastic and composite company, I realized that company leaders lacked attention to the application of quality management system, company employees were not aware of their role in carrying out and maintaining efficiency of quality management system Improving management responsibility and human resource management can bring many benefits for the company such as: enhancing efficiency of the quality management system, innovating the working way of top managers and employees, producing better products, raising annual revenue, etc Thus, I decided to analyze some restrictions in company quality management system in terms of management responsibility and human resource management from which I could suggest some recommendations to solve the problem In this report, I am going to find out two big questions First, why did quality management system of Viet A company operate less efficiently? Second, how can Viet A company improve its quality management system? The researcher employed observational, analytical and synthetic methods to point out some drawbacks as well as suggest some recommendations to improve the quality management system of Viet A company Data from primary sources was collected from company reports regarding finance, quality management, etc Information from secondary sources has emanated from published and unpublished books, magazines, the Internet ,etc Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 CHAPTER 1: INTRODUCTION OF VIET A PLASTIC AND COMPOSITE COMPANY AND ITS RELATED PROBLEM Chapter sets the reasons for which the report is motivated It looks at background, structure, development, and problems involve in quality management system of Viet A plastic and composite company It also presents research purpose, research scope and methodology that will be used to analyze and synthesize the problem 1.1 Viet A plastic and composite background Director Vice-director of Technique Quality management Department Vice-director of Business Accounting Department Administrative Department Sales Department Factory Viet A plastic and composite company with abbreviated transaction nameVAPLASCOM, is a subsidiary of Viet A group holdings co., Establishing in October 20th, 2003 Viet A plastic and composite company is the company specializing in designing, manufacturing and trading plastic and composite products The 36000m2 factory of the company in Tan Quang Commune, Van Lam Dist, Hung Yen Province is the wide and suitable place to manufacture Head office in No.20/2, 370 Alley, Cau Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Giay Road, Hanoi is convenient place for its business Nowadays, the company increasingly develops with the management of the director, Vu Thi Thuy Hang The structure of the company is described in the above chart Like other subsidiaries, Viet A plastic and composite company also has the mission, vision and business philosophy of Viet A group holdings co., The company will supply the high-quality products It ensures an increase in benefits to its members and community, enriches moral and physical life for all staff as well as contributes the development of our country Viet A plastic and composite company is also known as its vision: building the company to the top companies in Viet Nam in terms of reliance, quality and efficiency, which supply high-quality products used world- wide Moreover, the company has obtained customer’s belief because of its philosophy of business: contented customer, satisfied supplier, happy healthy workforce, total quality Today, its products are sold in the whole country with its own channel including 54 major distributors and 130 distributed agents To make the management system further perfect, improve the quality of manufacturing processes and products, Viet A plastic and composite company has carried out applying ISO 9001:2000 for its quality management system Despite being received the certified success by the third organization, the company still has inadequate knowledge in operating system Two mains aspects make company quality management system less efficient are management responsibility and human resource management They are also two aims I focus on studying to draw recommendations to solve the situation 1.2 Problem Discussion In the past of twenty years, Vietnamese economy has a great developed step because of new changeable policies We have gradually integrated with regional and global economy Vietnamese businesses have tried their best to have stable position in this trend However, it is difficult to achieve which they want without good quality management system The good quality management system is the key feature to create best products and determine the success of each business According to the appreciation of economic experts and scientists, the ISO standards are the key factors to create best quality management system for all organizations Its requirement in quality management system, especially in term of Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 management responsibility and human resource management helps enterprises enhance efficiency of the management system, determine clearly the function and responsibility of top manager as well as employee in organizations, and plan essential strategies to reach the principle “Do right at the beginning and right at all times” Like other companies, Viet A plastic and composite company takes quality management into high consideration Thus, the company applied ISO 9001:2000 for its quality culture However, the company quality management system operates less efficiently because its leaders did not fulfill their roles and its employees lack of knowledge, skill and experience in quality management Enhancing the efficiency of the quality management system through improving management responsibility and human resource management following the ISO standards are key elements for the company to attain high profits and develop stably This report focuses on the improvement of the quality management system at Viet A plastic and composite company In term of theory, it explores the theory involving in the management responsibility and human resource management following ISO standards to promote the role of leader as well as define the effect of human resource in applying these standard In term of practical aspect, it studies real situation of maintaining the efficiency of the quality management system at Viet A plastic and composite company, then suggesting some recommendations to improve the efficiency and effectiveness of management responsibility and human resource management in the company quality management system 1.3 Research question This report is going to answer two big questions First, why quality management system of Viet A company operate less efficiently? Second, how can Viet A company improve its quality management system? The answer for two question will be found out through four chapters of the report 1.4 Research Scope There are many problems existing in the quality management system of Viet A plastic and composite company need to be solve, however, the researcher only mentions issues that affect directly to annual revenue result They are restrictions in management responsibility and human resource management These aspects are two main reasons why company quality management system operate less efficiently Thus, Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 they are discussed at length throughout theoretical framework, analysis and recommendation chapters 1.5 Methodology and methods of data collection Observational, analytical and synthetic method is methodology that the researcher employed to point out some drawbacks as well as suggest some recommendations to improve the quality management system of Viet A company In addition, data from primary and secondary sources are also used to analyze and synthesize problem Data from primary sources was collected from company reports related to finance, quality management, etc Information from secondary sources has emanated from published and unpublished books, magazines, the Internet ,etc 1.6 Report structure This writing report includes four main chapters : Chapter 1: Introduction of Viet A plastic and composite company and its related problem Chapter 2: Theoretical Framework Chapter 3: Analysis and Findings Chapter 4: Recommendations Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Performance control plays a major role in the development, communication, and measuring of quality standards However, the variations in performance will mainly derive from the work process, and not from the individual employee Therefore, the performance of quality management system can be improved if the traditional and individual control of performance changes towards a more process-oriented and teamwork 2.3.3 Development Training and development are recognized by most theorists as being essential in an implementation of total quality management system Training and development should focus intensively on management training in human resource 2.3.4 Rewards Rewards is a key element in order to retain and motivate staff, especially in work areas facing major competition In the attempt to hold on to employees, rewards such as cash may play an important role Applying quality management system may regularly fail after to years after the implementation without the prizes because staff will feel that it is not worth due to their contribution to the quality improvement To sum up, this chapter presents some issues related to quality management system, focusing on two aspects: management responsibility and human resource management The researcher will base on this theoretic framework to analyze in order to find out detail reasons make quality management system of Viet A company operate less efficiently in next chapter CHAPTER 3: ANALYSIS AND FINDINGS Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 This chapter presents restrictions existing in quality management system in term of two aspects: management responsibility and human resource management from observing and analyzing real situation at Viet A plastic and composite company 3.1 Business result The information about business result of the company comes from Accounting Department: (unit: 000000 Vietnam dong) Number Subjects 2007 2008 2009 32928 37417 40956 Revenue Cost of sales 24108.881 29766.280 33240.068 Sales expenses 5810.561 6941.472 7205.654 Total cost 299919.442 37407.752 40945.722 Profit before tax 8.458 9.748 10.078 Profit after tax 6.162 6.859 7.400 The business result shows that the revenue and profit of the company increase through each year, however this increase is not stable Revenue in 2008 increased approximately 11.4% compared with 2007 while revenue in 2009 just increased 9.4% compared with 2008 The profit of the company also increased Profit in 2008 increased 11.3 % compared with 2007 while profit in 2009 just increased 7.8% compared with 2008 Although the annual revenue of Viet A plastic and composite company increases continuously due to applying quality management system following ISO 9001:2000, this increase is not stable There are some reasons for this problem First, the obsolete machine of the company is not only affect product appearance but also affect product quality Therefore, company product cannot satisfy high demands of customer Second, the increase of input prices due to galloping inflation leads to the increase of output prices, which affects sales revenue of the company Third, Viet A Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 plastic and composite company had to compete with plastic products of other companies, especially foreign companies Their products attract more customer because of the various appearance, color and high quality However, one company can overcome all the obstacles if it has good quality management system with excellent leaders and strong human resource who always devote to the company development Thus, we can confirm that the outstanding problem make the annual revenue of Viet A plastic and company unstable is the inefficient quality management system in term of ineffective performance of management responsibility and restrictions in human resource management 3.3 Restrictions in management responsibility After three-month doing internship in Viet A plastic and composite company, I realized that the leaders did not fulfill their roles in carrying out and maintaining efficiency of quality management activities 3.3.1 Leader did not maintain management commitment Top management of Viet A ensured to establish quality policy based on customer satisfaction, however, it is theory In practice, they considered benefit of the company as principle for its quality policy Product was only tested after being finished While total quality management requires to test at all stages: “Make everybody responsible for checking and measuring quality at every stage In other words, build quality into the product, not just test for defects” Thus, the quality of product was not guaranteed Because of profit, the company accepted all types of final product including: perfect product, defective product I and defective product II then delivered them to customer That is the reason why the company often receives complaint from customers I would like to quote a sentence in a complaint letter about plastic container: “Most containers was defective, especially, twenty yellow one also had big hole in the bottom” (Nguyen Lam Phuong- the owner of a sea-food shop) Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Apparently, top management did not maintain their commitment in building and implementing its quality management system They could not create quality policies to match with customers’ requirements if they did not rely on what quality management system could bring for company 3.3.2 Leader did not carry out quality management system planning Top management did not plan the quality management system, which makes quality objectives did not meet company requirements The lack of quality management system planning leads to an inefficient quality management system According to ISO 9001:2000, a quality management needs to be built from external environment instead of internal environment It means that the company should create quality management system based on its business activities However, top management of the company used available system that was compose by Viet A Corporate Each company has own features and structure so it should built a quality management system with specific characteristics that is suitable with the quality objectives Applying available model of parent company without adjustment makes subsidiaries have inadequacy in the quality management system as well as meet difficulties in implementing and maintaining it This is true for the case of Viet A plastic and composite company The negative point appeared when the company applied this system One specific feature of plastic manufacture is the problem regarding environment protection However, it was not mentioned in the available model of Viet A Corporate It took much money for the company to deal with environment pollution Of course, the responsibility belongs to company leaders because they did not plan carefully before applying available model 3.3.3 Leader did not set up effective communication system The purpose of communication system is to ensure that the management has defined means to deliver and implement the importance of meeting customers' requirements and regulatory requirements among employees Thus, an effective communication system needs to be set up to ensure effective operation of the quality management system Viet A plastic and composite company also created a system communication, however, this system operates inefficiently because documents about processes and procedures in quality management system are too lengthy and confusing to implement and apply Thus, quality objectives and ideas of manager were not Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 communicated to staff and worker Besides, top management did not appoint a supervisor or expert in quality field to control processes and procedures in the quality management system Therefore, the link in quality management system is limited and quality problem is not completely solved One more factor that makes system of communication of Viet A company inefficient is the barrier among departments Information about customer requirements was not communicated between marketing department, quality management department, and production department Thus, it is hard to find out solutions to improve production quality 3.4 Restrictions in human resource management The quality management system of Viet A company not only has weaknesses in management responsibility but also has restrictions in human resource management 3.4.1 Ineffective recruitment Company could attain excellent staff if it has effective recruitment because recruits are young generation who will contribute to the development of company later In contract, ineffective recruitment affects the quality of organization performance due to the level awareness of employee Viet A company did not require any qualifications or certificates related to the majority of quality management for candidates when conducting recruitment Thus, it has to spend time and money to re-train skills and knowledge about quality management for its staff In detail, it often takes three to five months to train specialist skills for newcomers and at least one year to use them proficiently Besides, the company did not use suitable interview methods to explore abilities of applicant in term of solving problem and doing in team-work These are two main characteristics of human resource that all company require to implement processes in the quality management system Thus, it is difficult to promote employee’s capability as well as divide them into suitable department 3.4.2 Unscientific working-habit Unscientific working-habit of staff in Viet A plastic and composite company is expressed through problem in punctuality, productivity and controlling time First, Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 employee is often late for work, meetings, which affects directly to the quality of their work When it's time for a promotion or to deal with an important client, how could they finish their job if they come late Moreover, how they could manage product quality if they could not manage their time Second, unscientific working-habit of employees make their work less productivity They often finish work over deadline The reason is that it takes much time for them to find out documents about quality management involve in the process they are applying as well as the way to carry out each procedure Besides, employees waste much time on checking email, playing computer games and chatting during working-time This results in bringing work to their home Through above analysis, we can see that unscientific working-habit becomes obstacles to promote the efficiency of the quality management system in Viet A plastic and composite company 3.4.3 Limited knowledge Employees in Viet A plastic and composite company had limited knowledge about quality management because they are only trained through short-time courses While quality management system is a great theoretic system that needs time and effort to study We wonder that how they could finish their task perfectly with limited knowledge like this In addition, when being asked about quality management system, most employees defined its very commonly They did not show the nature, benefit as well as the suitable way to applied quality management system following ISO 9001: 2000 in the company Thus, they applied ISO 9001: 2000 theoretically and did not take advantages of its good points to improve the efficiency of work, which also affects the co-operation among staff in the company This chapter has revealed the weaknesses in management responsibility and human resource management This weakness makes the quality management system of Viet A plastic and composite company inefficient According to the basic framework theory and my analysis I will suggest some personal recommendations to improve situation in Chapter CHAPTER : RECOMMENDATIONS Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 The quality management system of each company should be always maintained to ceaselessly improve its efficiency in accordance with legislation, international standards and best industry practice This chapter will suggest some recommendations to improve weakness in management responsibility and human resource management to make quality management system of Viet A plastic and composite company 4.1 Improving management responsibility To enhance efficiency of the quality management system, Viet A company should improve management responsibility To be more specific, the leaders should promote their roles in maintaining management commitment, planning quality management system, and setting up effective system of communication 4.1.1 Maintaining management commitment Leader of Viet A company needs to maintain management commitment by defining a quality policy focus on customer requirements Therefore, the company should reject defective products and only deliver perfect products to customer Besides, leaders have to conduct management review to evaluate and allocate all required resources in order to ensure an effective quality management system To be more specific, they should introduce “ quality circle” where staff at all level work together to solve problems and make improvements and constantly look for ways to improve quality, improve production and cut wastes Moreover, company leaders ought to set higher aim following total management system: “ aim for zero defects, not that’s good enough” It is certain that product quality of Viet A plastic and composite company will be improve if the leaders maintain their commitment like that 4.1.2 Planning quality management system Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Leaders have to plan quality management system in order to meet organization requirements and quality policies In detail, they should be carried out and maintained quality management system planning before and after the company implements process in the quality management system Company leaders can employ a process approach to plan quality management system because of identifying and managing the processes can make up company quality management systems When managers use a process approach, it means that they manage the processes that make up their organization, the interaction between these processes, and the inputs and outputs that glue these processes together Applying and implementing quality management process can suggest creating suitable quality policies that meet organization requirements and maintain the integrity quality management system when changes in quality management happen 4.1.3 Setting up an effective system of communication Leaders need to understand and eliminate the common obstacles that prevent effective communication Thus, they should build method of monitoring how the company quality management system is running This method of communication calls for managers to get out of their offices and see what is happening at the level where the quality management system is performed Instead of simply reading quality reports from employees, factory supervisor and workers, company leaders should visit factories, observe employees on the job, and ask their opinions This can help them understand and take problems related to quality management Second, the company should keep in touch with employees through bulletin boards, newsletters, especially, through the Intranet Due to this communication system, quality policies, customer requirement, and process in quality management system will be delivered to everyone Besides, company leaders ought to appoint a supervisor or expert in quality field to control the implemented levels of the quality management system 4.2 Improving human resource management Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 As far as I have mentioned, good human resource management is essential to retaining staff and maintaining a high overall level of quality management system performance Effective human resource management is one of the key to enhancing efficiency of quality management activities A responsive human resource management system can help ensure that staff-company human resource- know what they are supposed to do, get timely feedback, feel valued and respected, and have opportunities to learn and grow on the job Therefore human resource needs to be trained in right way in accordance with working requirements so that they could improve their skills as well as develop their potential abilities The actions that Viet A company need to take to improve its human resource: 4.2.1 Creating effective method for recruitment Hiring the right employee not only provides for Viet A company working productivity, a successful employment relationship, and a positive impact on its working environment but also contributes to enhance efficiency of the company quality management system First of all, interviewer should check backgrounds and references when recruiting to choose suitable candidates who have basic knowledge about quality management Then during interview process, company leaders should raise questions involve in quality management to discover capability of recruits regarding solving problem and doing in team-work In detail, they can guide real case study of Viet A plastic and composite in the interview to find the best applicants It is assure that this method can test awareness ability of recruits to finish job performance as well as help the company save time and money to retrain newcomers 4.2.2 Changing working-habit The company should use 5S process to change working-habit of the staff 5S is the name of a workplace organization methodology that uses a list of five Japanese words start with the letter S (Seire, Seiton, Seiso, Seiketsu and Shitsuke).There is an equivalent set of five 'S' words in English : Sorting, Straightening, Sweeping, Standardizing and Sustaining the discipline It is a structured program to systematically achieve total organization, cleanliness, and standardization in the workplace Using 5S Process could help Viet A plastic and composite company have well-organized workplace, which results in a safer, more efficient, and more productive operation In Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 addition, it also boosts the morale of the workers, promotes a sense of pride in their work and ownership of their responsibilities There is an equivalent set of five 'S' words in English : Sorting, Straightening, Sweeping, Standardizing and Sustaining the discipline The first step of the "5S" process, Seiri, refers to the act of throwing away all unwanted, unnecessary, and unrelated materials in the workplace People involved in Seiri must not feel sorry about having to throw away things The idea is to ensure that everything left in the workplace is related to work Even the number of necessary items in the workplace must be kept to its absolute minimum Because of seiri, tasks are simplification and space is used effectively The second step, Seiton, means Straighten or Set in Order This step consists of putting everything in an assigned place so that it can be accessed or retrieved quickly, as well as returned in that same place quickly If everyone has quick access to an item or materials, work flow becomes efficient, and the worker becomes productive The correct place, position, or holder for every tool, item, or material must be chosen carefully in relation to how the work will be performed and who will use them Every single item must be allocated its own place for safekeeping, and each location must be labeled for easy identification of what it's for Seiso, the third step in "5S", says that 'everyone is a janitor.' Seiso consists of cleaning up the workplace and giving it a 'shine' Cleaning must be done by everyone in the organization, from operators to managers It would be a good idea to have every area of the workplace assigned to a person or group of persons for cleaning No area should be left unclean Everyone should see the 'workplace' through the eyes of a visitor - always thinking if it is clean enough to make a good impression This also makes it easy to know what goes where and ensures that everything is where it belongs A key point is that maintaining cleanliness should be part of the daily work - not an occasional activity initiated when things get too messy The fourth step of "5S", or seiketsu, more or less translates to 'standardized clean-up' It consists of defining the standards by which personnel must measure and Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 maintain 'cleanliness' “Seiketsu” encompasses both personal and environmental cleanliness Personnel must therefore practice 'seiketsu' starting with their personal tidiness Visual management is an important ingredient of seiketsu Color-coding and standardized coloration of surroundings are used for easier visual identification of anomalies in the surroundings Personnel is trained to detect abnormalities using their five senses and to correct such abnormalities immediately Because of “Seiketsu”, everyone could know exactly what his or her responsibilities The last step of "5S", Shitsuke, means Sustaining the discipline It denotes commitment to maintain orderliness and to practice the first 4S as a way of life The emphasis of shitsuke is elimination of bad habits and constant practice of good ones Once true shitsuke is achieved, personnel voluntarily observe cleanliness and orderliness at all times, without having to be reminded by management While thinking about the new way, also be thinking about yet better ways 4.2.3 Raising awareness Knowledge about quality management system need to be trained for all members from the leaders to workers in the organization because they are people who directly implement, maintain and improve the system The company should organize training-courses to raise the awareness of officials and workers about the effects of the implemented processes of the quality management system in organization In detail, opening short-time classes to teach officials and workers about principles when applying quality management system following ISO 9001:2000 Especially, these course should be repeated once a year to provide and update for officials information related to quality management Moreover, the company should organize some discussions regularly among employees in the company to help them get more insight on the effectiveness of the management system as well as have opportunities to learn from each other However, leaders have to test and check at the end of each course to confirm the cognitive ability of each employee and prepare for the next training plan A three-month evaluation should be helped to check employee awareness The purpose of this activity is to help them have actual view about their results after being trained 4.3 Other recommendations 4.3.1 Internal audit It is essential to increase internal audit The company has to carry out periodic evaluations to know that whether the quality management system is accordant with the Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 requirements of ISO 9001:2000, whether it was implemented and maintained effectively, etc Through internal audit, the efficiency of the quality management system will be tested to find out problems, which help the company have suitable methods to solve these problems To be more specific, senior managers should be accountable for implementing, maintaining, reviewing and enhancing efficiency of the quality management system An affiliate of the upper management team should be appointed the management representative to supervise each evaluation session Regular management assessments should be conducted by the senior management team to ensure performance is monitored and analyzed Review outputs should include quality policies goal The outputs of management assessments should be put out and communicated to all staff to make sure that focus is maintained on meeting policies, objectives and on continuing improvement 4.3.2 Quality control circle Building quality control circle from 3-10 people to implement the process of the quality management system of the company based on the voluntary and self-control spirit The regular discussions among them will contribute to enhance the effectiveness of quality management systems following ISO 9001:2000 These group will bring benefit for company in combining strength of all people to achieve the objective to enhance the effectiveness of quality management system Besides, handling ideas between members and choosing suggestions base on personal analysis will create favorite condition for each employee to develop their talent as well as help each member understand clearly about processes in the quality management system Hoping that some recommendations that I draw from theoretical knowledge about quality management system in term of management responsibility and human resource being mentioned in chapter could help the company maintain and improve efficiency of its quality management system In the last session of my report, the conclusion, I will present the knowledge and experience I have gained, the applicability of my study as well as its limitation CONCLUSION As far as I mentioned, an organization will benefit from enhancing efficiency of the quality management system An effective quality management system enables Viet A plastic and composite company to achieve the goals and objectives set out in its policy and strategy However, this report showed that the company needs to improve Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 restrictions in management responsibility and human resource management to attain its aims To be more specific, company leaders should promote their responsibilities in term of maintaining management commitment, planning quality management system and setting up effective system of communication Besides, company staff should change their working-habit as well as should be trained to raise knowledge related to quality management to implement process in the quality management system This report is not only suggests recommendations for Viet A quality management system but also brings me experience and knowledge related to quality management through studying and conducting it I have known that every company needs to built its quality policies based on customer requirements I have also known that company should continuously improve its quality management system to achieve its goals and objectives Especially, this report gives me opportunity to practice my language as well as apply knowledge that I was taught at university Regarding to applicability, my personal recommendations come from the quality management theory and real situation of Viet A company so it is possible that the company can implement them in term of building quality control circle, applying 5S process or establishing quality training-course and internal audit, etc On the other hand, there is limitation in my report Continuous improvement of the quality management system requires company consider four aspects: management responsibility, human resource management, product realization and measurement, analysis, improvement However, my report only mentions two aspects management responsibility and human resource management This perhaps affect the efficient improvement of quality management system In summary, Viet A plastic and composite company can enhance the efficiency of the quality management system by aiming at improving management responsibility and human resource management following my recommendations REFERENCES Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 Tiếng Việt Tạ Thị Kiều Ân, Ngơ Thị Ánh, Nguyễn Hồng Kiệt, Nguyễn Văn Hoá, Đinh Phương Vương (2005) Quản lý chất lượng tổ chức, 20-23, NXB Thống Kê, TP Hồ Chí Minh Phạm Nhất Chi Mai, Võ Phước Tấn (2006) Giáo Trình Mơn Học Quản Lý Chất Lượng, 30-31, NXB Lao Động Xã Hội Hồ Thêm (2001) Cẩm Nang Áp Dụng ISO 9001:2000, 12, 15, 34-36, NXB Trẻ Nguyễn Đức Vượng (2008) Tăng cường kiểm sốt chất lượng sản phẩm Cơng Ty TNHH An Phú, 6, 9, 17, 33-38, Luận Văn Tốt Nghiệp, Trường ĐH Thương Mại Tiếng Anh Fred Dobb (2002) ISO 9001:2000 Quality Registration Step By Step, 121128, 235, 254-256, Butter Worth-Heineman Ltd Peter F Drucker (2002) Management-Tasks, Responsibilities, Practices, 101 -108, 135-137, 213, 254-256, Harper Paperbacks Fred Dobb (2002) ISO 9001:2000 Quality Registration Step By Step, 121128, 235, 254-256, Butter Worth-Heineman Ltd Raymond J(2008) Human resource management, 29, 47, 52 -54, 181-184, 196-198, John Wiley & Son.UK Giles, K., Lee John Training for quality, April 2008 http://www.qems.com/business/Training for quality/ 10 Liebesman Spey Implementing QMS in a national agency, August 2007 http://www.qmsuk.uk/Implementing QMS in a national agency/dp/0750649496/ref=pd_sim_b_4 11 http://www.iso.org/iso/iso_catalogue/management_standards.htm 12 http://www.iso.org/iso/standards_development.htm 13 http://www.qms.net/ 14 http://www.praxiom.com/iso-9001.htm 15 http://en.wikipedia.org/wiki/Quality_management_system 16 http://www.vieta.com.vn/ Website: http://www.docs.vn Email : lienhe@docs.vn Tel : 0918.775.368 ... restrictions in quality management system of Viet A plastic and composite company in terms of management responsibility and human resource management Viet A plastic and composite company, a company of designing,... principles of quality management can help Viet A plastic and composite company take advantages of the experience of the leading top managers as well as improve efficiency of the quality management system. .. in quality management system in term of two aspects: management responsibility and human resource management from observing and analyzing real situation at Viet A plastic and composite company