I HC QUC GIA H NI TRNG I HC GIO DC TRN TH THANH PHNG QUN L TRNG I HC IN LC THEO TIP CN QUN L CHT LNG TNG TH LUN N TIN S QUN L GIO DC H NI 2015 I HC QUC GIA H NI TRNG I HC GIO DC TRN TH THANH PHNG QUN L TRNG I HC IN LC THEO TIP CN QUN L CHT LNG TNG TH LUN N TIN S QUN L GIO DC Chuyờn ngnh: QUN L GIO DC Mó s: 62 14 01 14 Ngi hng dn khoa hc: GS TS Nguyn Lc PGS TS Nguyn Th Phng Hoa H NI 2015 LI CAM OAN Tụi xin cam oan õy l cụng trỡnh nghiờn cu ca riờng tụi Cỏc kt qu lun ỏn l trung thc v cha tng c cụng b bt kỡ cụng trỡnh no khỏc Tỏc gi lun ỏn Trn Th Thanh Phng LI CM N Trc ht, tụi xin by t s kớnh trng v li bit n sõu sc ti GS.TS Nguyn Lc v PGS.TS Nguyn Th Phng Hoa, l nhng ngi Thy, ngi hng dn khoa hc ó tn tỡnh hng dn, ch bo tụi sut quỏ trỡnh hc tp, nghiờn cu v thc hin lun ỏn Tụi xin chõn thnh cm n Ban Giỏm Hiu cựng ton th Cỏn b, Ging viờn, viờn chc Trng i hc Giỏo dc ó luụn ng viờn, giỳp v to iu kin thun li nht tụi hon thnh chng trỡnh o to Tin s v hon thnh Lun ỏn Tụi xin gi li cm n ti Ban Giỏm Hiu trng i hc in lc, cỏc Thy, Cụ, anh ch ng nghip, cỏc bn bố ó giỳp tụi quỏ trỡnh trin khai kho sỏt s liu cho nghiờn cu Lun ỏn Tụi xin tri õn s khớch l v giỳp ca gia ỡnh, ngi thõn ó dnh cho tụi sut quỏ trỡnh cụng tỏc, hc v nghiờn cu khoa hc H Ni, ngy 20 thỏng 06 nm 2015 Tỏc gi lun ỏn Trn Th Thanh Phng DANH MC CC T VIT TT BGH Ban giỏm hiu CBQL Cỏn b qun lớ C, H Cao ng, i hc CNTT Cụng ngh thụng tin CSVC C s vt cht BCL m bo cht lng H i hc VHT n v hc trỡnh GD Giỏo dc GD&T Giỏo dc v o to GDH Giỏo dc i hc GV Ging viờn GVBM Giỏo viờn b mụn GVCN Giỏo viờn ch nhim HS Hc sinh HSSV Hc sinh, sinh viờn HTQT Hp tỏc quc t KT Kim tra KT-XH Kinh t, xó hi NCKH Nghiờn cu khoa hc NXB Nh xut bn QL Qun lớ QLCL Qun lớ cht lng QLGD Qun lớ giỏo dc SH Sau i hc SV Sinh viờn TQM Qun lớ cht lng tng th XD Xõy dng MC LC Li cam oan i Li cam n ii Danh mu c ch viờ t t t iii Mc lc iv Danh mu c bang viii Danh mu c biờ u ụ ix Danh mu c hinh xi M U Error! Bookmark not defined CHNG 1: C S L LUN V QUN L TRNG I HC THEO TIP CN QUN L CHT LNG TNG THError! Bookmark not defined 1.1 Tng quan cỏc cụng trỡnh nghiờn cu v qun lớ trng i hc theo tip cn TQM Error! Bookmark not defined 1.1.1 Mt s cụng trỡnh nghiờn cu v qun lớ trng i hc theo tip cn TQM nc ngoi Error! Bookmark not defined 1.1.2 Mt s cụng trỡnh nghiờn cu v qun lớ trng i hc theo tip cn TQM nc Error! Bookmark not defined 1.2 Mt s khỏi nim c bn ca ti Error! Bookmark not defined 1.2.1 Cht lng Error! Bookmark not defined 1.2.2 Cht lng giỏo dc Error! Bookmark not defined 1.2.3 Qun lớ cht lng Error! Bookmark not defined 1.2.4 Cỏc cp qun lớ cht lng Error! Bookmark not defined 1.3 TQM v kh nng ỏp dng vo qun lớ trng i hcError! Bookmark not defined 1.3.1 Trng i hc h thng giỏo dc i hcError! Bookmark not defined 1.3.2 Cỏc cỏch tip cn TQM Error! Bookmark not defined 1.3.3 Kh nng ỏp dng TQM vo trng i hcError! defined Bookmark not 1.3.4 Mt s mụ hỡnh qun lớ tip cn TQM trng i hc Error! Bookmark not defined 1.3.5 Cỏc nguyờn tc v cỏc iu kin ỏp dng TQM vo trng i hc Error! Bookmark not defined 1.4 Ni dung qun lớ trng i hc theo tip cn TQMError! Bookmark not defined 1.4.1 ỏnh giỏ nhu cu khỏch hng Error! Bookmark not defined 1.4.2 Lónh o v chin lc Error! Bookmark not defined 1.4.3 H thng v qui trỡnh qun lớ cht lng Error! Bookmark not defined 1.4.4 Vn húa cht lng Error! Bookmark not defined 1.5 Nhng yu t tỏc ng ti vic ỏp dng TQM vo trng i hc Error! Bookmark not defined 1.5.1 Nhng yu t ch quan Error! Bookmark not defined 1.5.2 Nhng yu t khỏch quan Error! Bookmark not defined Kt lun chng Error! Bookmark not defined CHNG 2: C S THC TIN V QUN L TRNG I HC THEO TIP CN QUN L CHT LNG TNG TH Error! Bookmark not defined 2.1 Kinh nghim quc t Error! Bookmark not defined 2.1.1 Hoa Kỡ (USA) Error! Bookmark not defined 2.1.2 Nc Anh (England) Error! Bookmark not defined 2.1.3 Nc c (Australia) Error! Bookmark not defined 2.1.4 n (India) Error! Bookmark not defined 2.1.5 Malaysia Error! Bookmark not defined 2.1.6 Mt s mụ hỡnh QLCL tiờu biu cỏc trng H trờn th gii 65 2.2 Thc tin qun lớ cỏc trng i hc Vit Nam theo tip cn TQM Error! Bookmark not defined 2.2.1 Xõy dng B tiờu chun kim nh cht lngError! defined Bookmark not 2.2.2 Xõy dng h thng bn qui phm phỏp lutError! Bookmark not Bookmark not defined 2.2.3 Xõy dng mụ hỡnh BCL giỏo dc Vit NamError! defined 2.2.4 Hp tỏc quc t cụng tỏc kim nh cht lng GD Error! Bookmark not defined 2.3 Thc trng qun lớ trng i hc in lc theo tip cn TQM Error! Bookmark not defined 2.3.1 Khỏi quỏt v Trng i hc in lc Error! Bookmark not defined 2.3.2 V h thng BCL trng i hc in lcError! Bookmark not defined 2.3.3 Gii thiu v nghiờn cu kho sỏt thc trng qun lớ trng i hc in lc theo tip cn TQM Error! Bookmark not defined 2.4.Thc trng kt qu kho sỏt qun lớ trng i hc in lc theo tip cn TQM Error! Bookmark not defined 2.4.1.Thc trng kt qu kho sỏt bng phiu hiError! Bookmark not defined 2.4.2 Thc trng kt qu phng Error! Bookmark not defined Kt lun chng Error! Bookmark not defined CHNG 3: Mễ HèNH QUN L TRNG I HC IN LC THEO TIP CN QUN L CHT LNG TNG TH (TQM) V CC BIN PHP TRIN KHAI Error! Bookmark not defined 3.1 Mụ hỡnh qun lớ trng i hc in lc theo tip cn TQM Error! Bookmark not defined 3.1.1 Cỏc nguyờn tc xõy dng mụ hỡnh v xut cỏc bin phỏp Error! Bookmark not defined 3.1.2 Mụ hỡnh Error! Bookmark not defined 3.1.3 xut mụ hỡnh qun lớ trng i hc in lc theo tip cn TQM Error! Bookmark not defined 3.2 Cỏc bin phỏp trin khai mụ hỡnh qun lớ Trng i hc in lc theo tip cn TQM Error! Bookmark not defined 3.2.1 Nhúm bin phỏp 1: T chc ỏnh giỏ nhu cu khỏch hng Error! Bookmark not defined 3.2.2 Nhúm bin phỏp 2: Xỏc lp s lónh o v chin lcError! Bookmark not defined 3.2.3 Nhúm bin phỏp 3: Hon thin h thng v qui trỡnh qun lớ cht lng Error! Bookmark not defined 3.2.4 Nhúm bin phỏp 4: Xõy dng húa cht lngError! Bookmark not defined 3.3 Kho nghim tớnh cp thit v tớnh kh thi ca cỏc bin phỏp Error! Bookmark not defined 3.4 Th nghim bin phỏp ỏnh giỏ nhu cu khỏch hngError! Bookmark not defined 3.4.1 Mc ớch, phng phỏp th nghim Error! Bookmark not defined 3.4.2 Gii hn, ni dung v qui trỡnh th nghimError! Bookmark not defined 3.4.3 Kt qu th nghim Error! Bookmark not defined 3.4.4 ỏnh giỏ Error! Bookmark not defined Kt lun chng Error! Bookmark not defined KT LUN V KHUYN NGH Error! Bookmark not defined Kt lun Error! Bookmark not defined Khuyn ngh Error! Bookmark not defined DANH MC CC CễNG TRèNH KHOA HC Cể LIấN QUAN N LUN N C CễNG B Error! Bookmark not defined DANH MC TI LIU THAM KHO 12 PH LC DANH MUC BANG Bng 1.1: So sanh nụ i dung c trng cua cac giai oa n phat triờ n QLCL Error! Bookmark not defined Bng 1.2: Mt s yu t QL c trng ca nh trng QLError! Bookmark not defined theo cỏch truyn thng so sỏnh vi TQM Error! Bookmark not defined Bng 1.3: Nhng v gi ý ca Deming v GD [66, tr.40, 41] Error! Bookmark not defined Bng 1.4: Mt s cụng c SPC Error! Bookmark not defined Bng 2.1: Mụ hỡnh qun lớ ca T chc SEAMEO [56]Error! Bookmark not defined Bng 2.2: H thng cỏc tiờu BCL ca AUN-QA [2].Error! Bookmark not defined Bng 2.3: Nhu cõ u o ta o chung cho ngnh iờ nError! Bookmark not defined Bng 2.4: Nhu cu o to H & C cho ngnh inError! Bookmark not defined Bng 2.5: Mụ t thang o c s dng phiu kho sỏtError! Bookmark not defined Bng 2.6: Tng kt s mu phn hi quỏ trỡnh kho sỏtError! Bookmark not defined Bng 2.7: So sỏnh mt s ni dung ỏnh giỏ nhu cu khỏch hng gia GV v SV Error! Bookmark not defined Bng 2.8: So sỏnh ni dung Cam kt giỏo dc v o to ca GV v SV Error! Bookmark not defined Bng 2.9: So sỏnh kt qu kho sỏt nhúm H thng v qui trỡnh QLCL ca GV v SV Error! Bookmark not defined Bng 2.10: So sỏnh kt qu kho sỏt ni dung Thay i húa gia GV v SV Error! Bookmark not defined Bng 2.11: So sỏnh kt qu kho sỏt ni dung Lm vic theo i gia GV v SV Error! Bookmark not defined Bng 3.1: Kt qu kho nghim tớnh cp thit ca cỏc bin phỏp Error! Bookmark not defined Bng 3.2: Kt qu kho nghim tớnh kh thi ca cỏc bin phỏpError! Bookmark not defined Bng 3.3: Kt qu kho sỏt phng phỏp hc Ting Anh ca SV mi vo trng v SV ang hc ti trng i hc in lc Error! Bookmark not defined Bng 3.4: Kt qu kho sỏt nhng khú khn vic hc Ting Anh ca SV mi vo trng v SV ang hc ti trng i hc in lcError! Bookmark not defined Bng 3.5: Kt qu kho sỏt nhng nguyn vng cho vic hc Ting Anh ca SV mi vo trng v SV ang hc ti trng i hc in lcError! Bookmark not defined Bng 3.6: Kt qu kho sỏt v cỏc xut ca SV ó tt nghip ti trng i hc in lc Error! Bookmark not defined DANH MUC BIấU ễ Biu 2.1: Kt qu kho sỏt ỏnh giỏ nhu cu khỏch hng ca CBQL Error! Bookmark not defined Biu 2.2: Kt qu kho sỏt ỏnh giỏ nhu cu khỏch hng ca GV Error! Bookmark not defined Biu 2.3: Kt qu kho sỏt ỏnh giỏ nhu cu khỏch hng ca SV Error! Bookmark not defined Biu 2.4: So sỏnh kt qu kho sỏt ni dung thỏi cho ún, Error! Bookmark not defined hng dn nhit tỡnh, thõn thin gia CBQL, GV v SV.Error! Bookmark not defined Biu 2.5: So sỏnh kt qu kho sỏt gia GV v SV v vic s dng thụng tin phn hi ca SV/khỏch hng a chớnh sỏch mi, cú hiu chnh Error! Bookmark not defined Biu 2.6: So sỏnh kt qu kho sỏt ni dung nh trngError! not defined Bookmark ỏp dng cỏc hot ng ging dy tớch cc, ch ng ca GV v SV Error! Bookmark not defined Biu 2.7: T l GV v SV khụng ý kin v ni dung ỏnh giỏ nhu cu khỏch hng Error! Bookmark not defined Biu 2.8: T l GV v SV khụng ng ý v ni dung ỏnh giỏ nhu cu khỏch hng Error! Bookmark not defined Biu 2.9: T l GV v SV ng ý v ni dung ỏnh giỏ nhu cu khỏch hng Error! Bookmark not defined Biu 2.10: Kt qu kho sỏt ca CBQL v ni dung Lónh o v chin lc Error! Bookmark not defined Biu 2.11: Lónh o u tiờn hng u ni dung, hot ngError! Bookmark not defined chng trỡnh ging dy nhm nõng cao cht lng.Error! Bookmark not defined Biu 2.12: í kin ca CBQL v Nh trng xõy dng c s h tng to thun li, ch o, phõn b cỏc ngun lc cn thit h tr cỏc hot ng TQM Error! Bookmark not defined Biu 2.13: So sỏnh kt qu kho sỏt ý kin ca GV v SV v GV cú tr ging Error! Bookmark not defined Biu 2.14: Nh trng xõy dng k hoch kim tra tiờu chun cht lng Error! Bookmark not defined Biu 2.15: í kin GV v t c s cụng nhn t bờn ngoi v hiu qu ca cỏc chin lc BCL nh trng Error! Bookmark not defined Biu 2.16: So sỏnh kt qu kho sỏt khụng ý kin ca CBQL, GV v SV nhúm Qun lớ u vo Error! Bookmark not defined Biu 2.17: So sỏnh kt qu kho sỏt khụng ng ý ca CBQL, GV v SV nhúm Qun lớ u vo Error! Bookmark not defined Biu 2.18: So sỏnh kt qu kho sỏt khụng ý kin ca CBQL, GV v SV nhúm Qun lớ u Error! Bookmark not defined Biu 2.19: So sỏnh kt qu kho sỏt khụng ng ý ca CBQL, GV v SV nhúm Qun lớ u Error! Bookmark not defined Biu 2.20: Kt qu kho sỏt ni dung nhúm Vn húa cht lng ca CBQL Error! Bookmark not defined Biu 3.1: Mc kh thi ca bin phỏp Qui trỡnh qun lớ CSVC, k thut phc v o to, NCKH Error! Bookmark not defined Biu 3.2: So sỏnh mi tng quan gia Tớnh cp thit v Tớnh kh thi ca bin phỏp Qui trỡnh qun lớ CSVC, k thut phc v o to, NCKH Error! Bookmark not defined Biu 3.3: Mc yờu thớch Ting Anh ca SV mi vo trng v SV ang hc ti trng i hc in lc Error! Bookmark not defined Biu 3.4: Mc cn thit Ting Anh ca SV mi vo trng v SV ang hc ti trng i hc in lc Error! Bookmark not defined Biu 3.5: Kt qu kho sỏt v mc cn thit mụn Ting Anh ca SV ó tt nghip ti trng i hc in lc Error! Bookmark not defined Biu 3.6: Kt qu kho sỏt v kh nng ỏp ng s dng Ting Anh ca SV ó tt nghip ti trng i hc in lc Error! Bookmark not defined DANH MC TI LIU THAM KHO Ti liu nc T Th Kiu An v cỏc tỏc gi (2004), Qun lớ cht lng cỏc t chc NXB Thng kờ, H Ni AUN QA (2009), S tay thc hin cỏc hng dn m bo cht lng mng li cỏc trng i hc ụng Nam NXB i hc Quc gia H Ni Chin lc phỏt trin giỏo dc th k XXI - Kinh nghim ca cỏc quc gia, NXB Chớnh tr Quc gia, H Ni, 2002 Nguyn c Chớnh (2002), Kim nh cht lng giỏo dc i hc NXB i hc Quc gia H Ni Nguyn c Chớnh (2003), Cht lng v kim nh cht lng c s giỏo dc o to NXB i hc Quc gia H Ni ỏn i mi giỏo dc i hc Vit Nam giai on 2006-2020 Trn Khỏnh c (2004), Qun lớ v kim nh cht lng o to nhõn lc theo ISO v TQM NXB giỏo dc, H Ni Trn Khỏnh c (2010), Giỏo dc v phỏt trin ngun nhõn lc th k XXI Nh xut bn Giỏo dc Vit Nam Nguyn Minh ng (2004), Cht lng v hiu qu giỏo dc: Khỏi nim v phng phỏp ỏnh giỏ, Tp Phỏt trin giỏo dc, S Nguyễn Công Giáp (1997), Bàn phạm trù chất l-ợng hiệu giáo dục Tạp chí phát triển giáo dục số 10 10 12 Phm Minh Hc (2011), Trit lớ Giỏo dc th gii v Vit Nam NXB Giỏo dc Vit Nam Đặng Xuân Hải - Đỗ Công Vịnh (2000), Nhận diện vấn đề đảm bảo chất l-ợng GDĐH Việt Nam Tạp chí Giáo dục s 32 13 V Xuõn Hng (2009), Nghiờn cu XD mụ hỡnh QLCL o to ti H Ngoi ng quõn s LATS QLGD, HQG 14 Trn Kim (2008), Nhng c bn ca khoa hc QLGD NXB i hc S phm 11 15 Trn Kim (2007), Tip cn hin i qun lớ giỏo dc NXB i hc S phm 16 Nguyn Trung Kiờn (2014), Qun lớ cht lng o to c nhõn s phm theo tip cn TQM v ng dng cụng ngh thụng tin i hc a ngnh, a lnh vc LATS chuyờn ngnh QLGD, i hc Quc gia H Ni 17 Nguyn Lc (Ch biờn), C s lớ lun qun lớ t chc giỏo dc NXB i hc S phm 18 Nguyờn Lụ c (2010), Lớ lun v quan li NXB i hc S phm 19 Nguyn Lc (2010), TQM hay l Qun lớ cht lng tng th giỏo dc Tp Khoa hc Giỏo dc s 54, Vin Khoa hc Giỏo dc Vit Nam, B GD&T, H Ni 20 Nguyn Lc (2009), C s lớ lun xõy dng chin lc giỏo dc NXB Giỏo dc Vit Nam 21 Nguyn Th M Lc (2001), V khỏi nim cht lng giỏo dc v o to, K yu hi ton quc nõng cao cht lng o to ln 2, Lt 22 Nguyn Th M Lc (2008), Qun lớ, lónh o nh trng th k XXI, NXB i hc Quc gia, H Ni 23 Nguyn Vn Ly (2009), QLCL o to H cỏc Hc vin, Trng Cụng an nhõn dõn LATS chuyờn ngnh QLGD, i hc Quc gia H Ni Trần Hữu Luyến (2003), Vấn đề giải pháp quản lớ đào tạo i hc Tạp chí giáo dục 24 25 Nguyn Phng Nga (2005), Giỏo dc i hc: Cht lng v ỏnh giỏ NXB i hc Quc gia H Ni 26 Nguyn Phng Nga (2010), Giỏo trỡnh kim nh cht lng giỏo dc Vit Nam: H thng cỏc chớnh sỏch v cỏc bn quy phm phỏp lut NXB i hc Quc gia H Ni 27 Nguyn Phng Nga Nguyn Quý Thanh (2010), Giỏo dc i hc: m bo, ỏnh giỏ v kim nh cht lng NXB i hc Quc gia H Ni 28 Nguyn Phng Nga Nguyn Quý Thanh (2007), Giỏo dc i hc Mt s thnh t ca cht lng NXB i hc Quc gia H Ni 29 Lê Đức Ngọc (2005), Giáo dục i hc (Quan điểm giải pháp) NXB i hc Quốc gia Hà Nội 30 Lờ c Ngc (2008), Xõy dng húa cht lng to ni lc cho c s o to ỏp ng yờu cu ca thi i cht lng Tp Khoa hc Giỏo dc s 36, tr 10-13 Vin Chin lc v Chng trỡnh Giỏo dc, B Giỏo dc v o to, H Ni 31 Phm Thnh Ngh (2000), Qun lớ cht lng giỏo dc i hc NXB i hc Quc gia H Ni 32 Nghị 14/2005/NQ-CP Thủ t-ớng Chính phủ đổi toàn diện GDĐH Việt Nam giai đoạn 2006 2020 33 Nghị TW2 Quốc hội khoá XI 34 Lê Đức Phúc (1997), Chất l-ợng hiệu giáo dục Nghiên cứu giáo dục, Số 35 Nguyn ỡnh Phan (2005), Qun lớ cht lng cỏc t chc NXB Lao ng Xó hi, H Ni 36 Hong Th Minh Phng (2009), Nghiờn cu i mi QL trng HSP k thut theo tip cn QLCL tng th LATS chuyờn ngnh QLGD, i hc Quc gia H Ni Quyết định số 176/2004/QĐ-TTg ngày 05/10/2004 Thủ t-ớng Chính phủ việc Phê duyệt Chiến l-ợc phát triển ngành Điện Việt Nam giai đoạn 2004 2010, định h-ớng đến 2020 37 38 39 Lờ ỡnh Sn (2012) Qun lớ c s vt cht phc v o to ca trng i hc theo quan im TQM, LATS chuyờn ngnh Qun lớ giỏo dc, i hc Quc gia H Ni Nguyễn Đình Trí (2004), Một số giải pháp nâng cao chất l-ợng GDĐH Diễn đàn giỏo dc 40 Trn Vn Tựng (2013), Qun lớ o to cỏc trng i hc Vit Nam theo tip cn qun lớ theo kt qu (RBM) LATS chuyờn ngnh QLGD, i hc Quc gia H Ni 41 Tng cc Tiờu chun o lng cht lng (2004), Nhn thc chung v h thng QLCL theo tiờu chun ISO 9001:2000, H Ni 42 Trng i hc in lc Tp on in lc (EVN) (2011), Chin lc phỏt trin trng i hc in lc giai on 2011 n 2020 43 Vin nghiờn cu v ph bin kin thc bỏch khoa (2001), T in giỏo dc hc NXB T in bỏch khoa 44 Nguyn Nh í (1999), Đại từ điển Tiếng Việt NXB Văn hoá thông tin Ti liu nc ngoi Quality Control 4th 45 Armand V.Feigenbaum (2004), Total edition Hardcover, McGraw-Hill Companies 46 Barrie G Dale, Ton van der Wiele and Jos van Iwaarden (2010), Managing quality Fifth Edition, Blackwell Publishing 47 Bernhard Muszynky Nguyn Th Phng Hoa (2010), Con ng nõng cao cht lng ci cỏch cỏc c s o to giỏo viờn: C s lớ lun v gii phỏp NXB i hc v S phm 48 Clark, M E (1993), Organizational development and TQM: The Harvard College Librarys experience, Journal of Library Administration, 18 (1/2), pp 29-43 49 Coate, E (1993), The introduction of Total Quality Management at Oregon State University, Higher Education, 25 (3), pp 303-20 50 Cowles, D & Gilbreath, G (1993), Total Quality Management at Virginia Commonwealth University: an urban 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