Improving quality performance management at LEO .CO.Ltd. Ninh Khuong Hand Embroidery Fashion

TRƯỜNG ĐẠI HỌC MỞ TP.HCM

HO CHI MINH CITY OPEN

UNIVERSITY

UNIVERSITÉ LIBRE DE BRUXELLES

SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM5

PHẠM THỊ XUÂN HỒNG

IMPROVING QUALITY

PERFORMANCE MANAGEMENT

at LEO.Co.,Ltd _ NINH KHUONG Hand Embroidery Fashion

MASTER PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Ho Chi Minh City

(2016)

STATEMENT OF AUTHENTICATION

This statement is to indicate that all of the work in this final project has been

done by Pham Thi Xuan Hong under guiding of Jacques Martin professor. The

information presented in below is accurate in my mind. These are collected from

my knowledge that I understand from education program "Master Business Quality

Performance Management" at Solvay Brussels School and the experience in my

work at Ninh Khuong organization.

I tried my best to finish my assignment and I hope this project will be

implemented in my company. And the last, in order to optimize the results, I need

recommendation of the Judges for my project better.

Thank you so much!

Signature of student

Pham Thi Xuan Hong

ACKNOWLEDGEMENT

I express my deep sense of gratitude to Dr. Jacques Martin (Academic Director

MBQPM program) for encouraging and guiding me to finish this final project.

I am very much thanks full to lecturers of during program "Master Business

Quality Performance Management" has trained and shared a lot of value knowledge

to my class. I feel that the sharing of lectures does not stop at the task of trainers,

but also more than on the professional values and enthusiasm of professors.

I would like to say big thanks to Ms. Ngoc Hien (Program Coordinator – Solvay

Brussels School) and Ms. Viet Ha (Program Coordinator – Open University)

supported a lot of during this program, all activities and their advice helped us

completed course successfully.

Besides, if don't have the supporting of my boss, my staffs and my family also,

I couldn't do that. I acknowledge with big thanks to them.

The last, in my presentation time, the attention and recommendation of the

judge will be helped me optimize the results final report and implementation

behind. I'm truly grateful for discussing today, thanks for your value advices.

ACADEMIC TUTOR’S COMMENTS

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Signature of Academic tutor

PRACTICAL TUTOR’S COMMENTS

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Signature of Practical tutor

TABLE OF CONTENTS:

STATEMENT OF AUTHENTICATION ............................................................1

ACKNOWLEDGEMENT.....................................................................................2

ACADEMIC TUTOR’S COMMENTS................................................................3

PRACTICAL TUTOR’S COMMENTS...............................................................4

INTRODUCTION:................................................................................................1

1. Company information:................................................................................1

2. Objectives of the report. ..............................................................................7

3. Methodology: ...............................................................................................7

4. The company’s development plan”: ...........................................................8

PART 1: ANALYSIS AND EVALUATION OF THE KEY PROCESSES........9

Chapter 1: Process mapping & identify the critical points of each process........9

1. The Process mapping of the Ninh Khuong organization:..........................9

2. Identify the critical points of key processes:.............................................13

2. 1 Production process mapping and critical points: .................................13

2.2 The Sales process mapping and critical points:.................................15

2.3 The customer satisfaction process mapping and critical points: ......17

Chapter 2: Process evaluation. ...........................................................................19

1. Identify the factors affected on each key process  conclusion the main

factors affected on three key processes. ..........................................................19

1.1 The factors affected on critical points of production process: ..............20

1.2 The factors affected on critical points of Sale Process: .........................22

1.3 The factors affected on critical points of Customer satisfaction process:

.......................................................................................................................24

2. Analysis the root cause/RISK of main factors above by Fishbone

diagram.............................................................................................................27

3. Evaluation effectiveness key process by data and dashboard. ................29

3.1 Data and dashboard:...........................................................................29

3.2 Shortcomings:......................................................................................33