Iso 9000 and the process of applying in enterprises offices in hochiminh city

Applying ISO 9000 is an efficient way to improve the system and to make better use of the existenceequipment in order to maintain the product quality In these days, managements attach mu

HOCHIMINH CITY, UNIVERSITY OF FOREIGN LANGUAGES AND

INFORMATION TECHNOLOGYSCHOOL OF FOREIGN LANGUAGES

-000 -GRADUATION PAPER TOPIC

ISO 9000 AND THE PROCESS OF APPLYING IN

IN HOCHIMINH CITY

ADVISOR: Mr Nguyen Van KetSTUDENT: Tran Thi Ngoc HuongCLASS: HA9803

Ho Chi Minh City, July 2002

In addition, I am also extremely grateful to all theQuality Management Department of The Saigon Wool andTrading Company and The Ho Chi Minh City InsuranceCorporation who heartily gave me favorable conditionsthrough the practice time in the company

Ho Chi Minh City, July 2002

Student

INTRODUCTION

Graduation paper Tran Thi Ngoc Huang, HA 9803,2002

1.1 REASON FOR STUDY

In the recent years, the ISO has been propagated and applied widely in Vietnam TheISO has become urgent issue of Vietnamese enterprises ISO is considered the mostnecessary condition to manage and develop the enterprises However, it's true that peopleheard of ISO but not many of them can understand clearly what it is Besides, Vietnameseenterprises are still passive in applying ISO 9000 Most of the enterprises that are applyingISO 9000 are import-export companies or are confronting the severe market Applying ISO

9000 is an efficient way to improve the system and to make better use of the existenceequipment in order to maintain the product quality

In these days, managements attach much importance to office since it's a place tomanage business activities, to edit, process and keep documents and records But how theseactivities are organized effectively to help the leaders making accurate decisions? Thesolution is using systems and written procedures to manage all those activities

For that reason, I chose the topic "ISO 9000 and the process of applying inenterprises' offices in Ho Chi Minh City" for my graduation paper The objective of thestudy is to have a view of the applying process of ISO 9000 in companies as well as inoffice activities and systematize what I have learnt from the keeping records subject to thereal office activities; define scientific working methods Furthermore, this study suits thepresent trend of the Office Administration Management service and will bring about manybenefits for organizations and individuals who is in this service

1.2 LITERATURE REVIEW

All company's departments except the production section have office works such assetting up working timetable, editing documents, keeping records The organization shallestablish documents to implement and maintain a quality management system concludingwork instructions and procedures in accordance with the requirements of the ISO 9000 To

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002the keeping records activities, it's necessary to establish written procedures to controldocuments and records, to recognize, to preserve, to store and to set the time of keepingand deleting documents

In Vietnam, Office Administration career is not considered a profession Therefore,office works are often delayed Although office does not earn money for the organization,

it provides and handles the vital or useful information that assists managements in planningfor work and business strategies A well handling information system can also help otherdepartments work more efficiently

The present office administration management service's concerns are as follow

1 ISO 9000 and the process of applying in enterprises' offices in HOCHIMINH City

2 Process of Establishing and issuing documents in organizations who are applyinginformation technology and the project of building computing Government service inVietnam

3 Process of Establishing and controlling documents in organizations who are applyinginformation technology and the project of building computing Government service inVietnam

4 Building Office administration management English - Vietnamese Dictionary

5 Establishing, issuing and controlling documents process in organizations who areapplying information technology and the ISO 9000 in Vietnam

In which, the topic "ISO 9000 and the process of applying in enterprises' offices inHOCHIMINH City" is the one that I am deeply concerned

There have been some works concerning the subject ISO and the quality managementsystem but they are just at a general level There is not any work concerning the process ofapplying ISO in enterprises' offices activities

There are some reference books concerning ISO -the quality management system andOffice Administration Management as follows

Graduation paper Tran Thi Ngoc Huang, HA 9803,2002

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1 Administrative careers, Rachel Letkawitz, Mc Graw-hill, 1997

2 Course outline "Record keeping", Nguy~n Van Ke't Content: the managementsystem of the Government; Forms of administrative texts; Methods of editingdocument; Processing and Preserving records

3 Graduation paper "ISO 9000 -An overview and the process of applying ISO9002:1994 to FIDECO corporation", Nguy~n Thi Anh NgQc, KA 9603, HUFLIT.Content: study the process of applying ISO 9000: 1994 at FIDECO

4 Graduation paper "Some problems of small and medium enterprises in applying ISO9000", Nguy~n NgQc Anh, KA 9701, DHDL HUFLIT Content: Analyze causes ofsmall and medium enterprises' problems in applying ISO 9000 and submit someproposals

5 Graduation paper "T6 chuc lao dong khoa hoc trong hoat dong van phong", Nguy~nThi Nhu~n, HA 9704, HUFLIT Content: Study the way to organize office worksscientifically

6 Graduation paper: "T6 chuc co ca'u van phOng va cac hoat dong van phOng trong vanphong, doanh nghiep", Phi;lm Thi Bich Huang - HA 9704, DHDL HUFLIT, 2001

7 Huang dh ap dung Tieu chufin ISO trong Dich vu Hflllh chinh, T6ng CI;lC tieu chufin

do luang chilt lu<;ing, 1999 Content: Introducing ISO 9000 and the application ofquality management system in accordance with ISO 9000 in Administration service

8 Huang dh ky thuat nghiep vu hanh chanh, Nguy~n Van Thiim- Lu'u Kie'n Thanh- LeXuan Lam- Bili Xuan Llf, 1999 Content: Background knowledge aboutadministrative careers, keeping documents and records task, editing and issuingdocuments techniques; administrative procedures

9 International standard - ISO 9001:2000

10 ISO 10013:1995 - Guidelines for de veloping quality manuals

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

11 ISO 9000 - Giai thich va huang dftn -Ap dung trong xay dung, Dinh Sy Chudng,

1999 Content: Explain the fundamental terms concerning the ISO 9000 and theapplication of ISO in construction

12 ISO 9000 & TOM - Thie't lap he th6ng quan ly huang vao chilt lUdng trong cac doanhnghiep, Nguy~n Quang Toan, 1999 Content: introduce general view aboutmanagement through the ISO 9000 and TQM, instruct to establish a qualitymanagement system aiming at quality

13.ISO 9000 Tai lieu huang dh thuc hien, LeAnh Tuiln, Trung tam thOng tin Khoa hQc

ky thu~t H6a chilt, 1999

14 ISO 9002 Quality systems - Model for quality assurance in production, installationand servicing

15 Ky nang & nghiep vu van phOng, Vudng Hoang Tuiln, 2000 Content: generalstandards and skills of each office position; forms of control of records, decisions,decrees, directions of the Prime Minister, The Government and other services inconcerned

16.Nghiep vu thu ky van phong, DUdng Van Kham- Nguy~n HU'u Thdi- Tdn Hoang,NXB Chinh tri Qu6c gia, 1997 Content: the secretary's tasks, such as editting andprocessing documents, arranging the workplace, preparing management plan

17 Phap lenh lu'Utrll Qu6c gia, D6ng Nai Publish house, 2001

18 Quan ly chilt lUdng & ISO 9000, Nguy~n Kim Dinh, 1994 Content: introduce thefundamentals concerning products' quality, accomplishments and experiences inquality management of many countries

19.Quan ly chilt lUdng la gl? , Tr~n Quang Tu~, 1999 Content: Japanese's way ofthinking and doing quality management

20 Quan ly chilt lUdng san phftm theo TQM & ISO 9000, PGS TS Nguy~n Qu6c Cu,NXB Khoa hQc Ky thu~t HN, 1997 Content: introduce some product qualitymanagement methods and the International standardization ISO 9000

Graduation paper Tran Thi Ngoc Huong, HA 9803,2002

21 Qmln 19 chit luang theo ISO 9000, KS Ph6 Duc Tru - TS va Thi H6ng Khanh PGS TS Ph~m H6ng, NXB Khoa hQc Ky thu~t, 1999 Content: General view aboutquality management system according to ISO 9000, the order of documentsestablishment, a set of forms using in enterprises

-22 Quan 19 chit luang toan dien, T~ Thi Ki€u An- Ngo Thi Anh- Nguy~n Hoang Dinh Phu<;1ngVuong, NXB Th6ng Ke, 2000 Content: General issues about qualitymanagement, product quality management, and total quality management

Ki~t-23 Qmln tri chit luong, GS Nguy~n Quang Toan, 1992 Content: Concepts andPrinciples of Quality management

24 Quan tri chit luong, T~ Thi Ki€u An - Ngo Thi Anh - Nguy~n Hoang Vi~t - DinhPhu<;1ngVuong, NXB Giao dl;lC, 1998 Content: Concepts and Principles of ISO;important tools and methods to improve quality management, quality of works,quality of product; an overview of ISO 9000

25 Quan tri chit luong, T~ Thi Ki€u An - Ngo Thi Anh - Nguy~n Hoang Vi~t - DinhPhu<;1ngVuong, NXB Giao dl;lC,2000

26 Quan tri Hanh Chanh van phOng, Mike Harvey, Nguoi dich: Cao Xu an D6, NXBTh6ng Ke, 1996 Content: Office management principles and practice

27 Quan tri Hanh chanh Van phOng, Dao Duy Huan - Nguy~n Dlnh Chinh, NXB Th6ng

Ke, 1998 Content: General view about office's work

28 Quan tri Hanh chanh Van phOng, Nguy~n Hil'u Than, NXB Th6ng ke, 1998 Content:the scientific way of Office Administration Management, planning and organizingoffice's works

29 Quan tri kinh doanh t6ng hop trong cac doanh nghiep, Truong DH Kinh Te' Qu6c Dan,

Ngo Dlnh Giao, NXB Khoa hQC va Ky Thu~t, 1997 Content: the main tasks ofmanagements in bussiness administration, quality management, human resourcemanagement,

Graduation paper Tran Thi Ngoc Huong, HA 9803, 2002

30 Olliln tri van phOng doanh nghiep, Ph:;tm Hung - Nguy~n Van Dang - Le Van In, NXBChinh Tri Qu6c Gia, 1995 Content: Function, responsibility and quality of businessadministrators; typical office's tasks; forms of documents;

31 Sci lucic v~ ISO 9000, Khie'u Thi~n Thu~t, NXB Th6ng Ke, 2000

32 Tap chi Tieu Chuifn Do Luong Chili LUcing, T6ng C\lC Tieu chuifn do luang chiltlU<;lng

33 TCVN 5204-2:1995 Quality management and Quality system elements- Part 2:Guidelines for services

34 TCVN ISO 9001:2000

35 Thie't Hip he th6ng chilt lucing ISO 9000 trong cac doanh nghiep , Nguy~n QuangToan, NXB Th6ng Ke, 1999 Content: introduce the ISO 9000 and the qualitymanagement system; the role of the ISO in enterprise management; the philosophies

of the ISO 9000:1994

36 Thie't Hip He th6ng quan I)' tap trung vao chilt lucing va huang vao khach hang theoISO 9000 & TOM duai dang sci d6, Nguy~n Quang Toan, NXB D:;ti HQc Qu6c GiaTp.HCM, 2001 Content: central issues of management concerning the process ofapplying ISO 9000 & TQM in organization

37 Van ban va Lu'u tru hoc dai cucing, VUdng Dlnh Quy~n va Nguy~n Van Ham

38 Van phOng hien dai va nghiep vu hanh chanh van phong, Ph:;tm Hung- Le Van Nghiem Ky H6ng, NXB Tp.HCM, 1996

In-39 Xay dung he th6ng quan I)' chilt lucing theo ISO 9000:2000, T6ng Trung tam nang suilt Vi~t Nam, Tp.HCM, 2001 Content: Some general ideas aboutquality and quality management; the ISO 9000 and steps of the applying process

C\lCTCDLCL-40 Xay dung, ban hanh, quan I)' van ban va c6ng tac lu'u tru, Nghiem Ky H6ng - Nguy~nQu6c Bao- Nguy~n Van Ke't- Nguy~n Thi ThUy- Phan Thi H<;lp,NXB Chinh Tq Qu6cGia, 2001 This is a very important reference material with adequate information

Graduation paper Tran Thi Ngac Huang, HA 9803, 2002

1.5 THE CONTENT OF THE STUDY:

Chapter II: ISO 9001 and the process of applying in office works

11.1 Possible office administration works can apply ISO 9001:2000

11.1.1 Reasons for applying ISO 9001 in Office Administration Management11.1.2 Particular office works can apply ISO 9001:2000

11.1.3 Some benefits from applying ISO 9001 in office administrationmanagement and in keeping records activities

11.2 ISO 9000- An overview

11.2.1 ISO and its history11.2.2 Summary of ISO 9001 :2000 requirements11.2.3 Advantages of applying ISO

11.3 The process of applying ISO 9001 :2000 in offices

11.3.1 Exclusive conditions for applying ISO 9000 in business and in offices11.3.2 The quality management document system of ISO 9001:2000

11.3.3 The process of applying ISO 9001 :200011.3.4 Office works with ISO 9001:2000

11.3.4.1 Office works before applying ISO11.3.4.2 Office works after applying ISOChapter III: Practical activities and results achieved after applying ISO in office works atsome business in HOCHIMINH City

The population of the study:

Graduation paper Tran Thi Ngoc Huang, HA 9803,2002

Saigon Wool Trading CompanyHOCHIMINH City Insurance CompanyIlLl Organization structure

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IlL2 The process of applying ISO in CompanyIII.3 Company's quality documentation systemIlIA Documents control

IlLS Results achieved from applying ISO in officesChapter IV: Assessments and Recommendations

Graduation paper Tran Thi Ngoc Huang, HA 9803,2002

of Office Administration Management service, we should apply ISO to office works whenediting and issuing documents; setting up and controlling the file for instant in order tomake our work and using the time more effective

11.1.2 THE PARTICULAR OFFICE WORKS CAN APPLY ISO 9001:2000

According to their own characteristics and the ability to consistently provide productthat meets customers' requirements, organizations and businesses will set up a suitablequality management system in accordance with the requirements and principles of ISO Wecan apply ISO for the following tasks

11.1.2.1 EDITING AND ISSUING DOCUMENTS

11.1.2.1.1 EDITING AND ISSUING DOCUMENTS PROCEDURE

In editing and issuing procedure, all works of an document editor will be presented clearlythrough chart of work It also gives the name, function, responsibilities of the person who

do it The steps for editing and issuing documents are as follow:

Preparation:

Determine the purpose and time of editing

Decide type and forms of the textCollect information needed

Draw outline

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

MANAGEMENT CORRESPONDENCE

OFFICIAL 11.1.2.1.2 INCOMING

PROCEDURE

This procedure presents steps, persons in charge, responsibility, regulation and thechart of the process of controlling incoming official correspondence It includes thefollowing works:

Recording the date and time of the incoming official correspondenceClassifying the documents by its content and urgent level

Submitting for approvalRegistering

Distributing to departments and units in concernedKeeping records

11.1.2.1.3 OUTGOING MAIL MANAGEMENT PROCEDURE

Similarly, the outgoing official correspondence management procedure also has allsteps of the works, responsibilities, company's regulations and the chart of the process inwriting The procedure is as follow

, ~

Draft documentSubmit for approvals

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

Distribute it to other departments in concernedRegister

Keep records as well as its copies

Notice: All those procedures is similar to that of "D€ cuong bai giang mon hQc Van

ban va LI1u tru hQc d~i cuong"-Ths Nguy~n Van Ke't and the "Ban huang d~n vao s6 vachuy~n giao cong van" in the thirty official correspondence of Cl,lCLI1u tru PhU ThU Tuangissued on February, 09th, 1997

11.1.2.2 SETTING UP, CONTROLLING AND KEEPING RECORDS

Setting Up, Controlling and Keeping Records are the most basic tasks of OfficeAdministration Management

serVIce The whole management system and the

I •

.-organization's efficiency will be improved if we have a good records management system.Before, leaderships did not pay much attention to this job This led to the situation of untidypile of records from year to year and took a lot of time searching for it Now, one of themost efficient management and controlling documents method is establishing writtenprocedure for each activity in accordance with the requirements of ISO There are somepaper handling procedure as follows

Procedure of controlling and keeping records:

Procedure's purpose:

This procedure is to unify the controlling and keeping records methods in thecompany This procedure defines the responsibility of individual or unit in setting up,controlling and keeping records Records management is a long process which starts withthe occur of the transaction, the word processor specialist then collects and transfersdocuments till it's solved Here is the content of the procedure

Name of the person in chargeName of the re-examinerName of the person who approves the procedureWord processor operator's responsibility

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

File clerk's responsibility

Systematic filing methods

Records handling

Records transfer methods

Methods and regulations of keeping file

Records borrowing procedure

Nonessential records destroying procedure

The above written work procedures will make the management system become morecomplete and effective, and reduce error when handle paper, documents will not lose ordamage

In the previous days, leaderships did not pay much attention to records handling.Therefore, we usually hear about untidy pile of records from year to year It took a lot oftime searching for records However, nowadays in some enterprises that have applied ISO,managements attach much importance to office works especially to records keeping andcontrolling They also put great emphasis on modern office equipment investment ISO isreally a good pattern ensuring the quality of products and services After having a view atthe management system in some companies in HOCHIMINH City, I have realized thatCompanies who applied ISO in their Management System have a lot of advantages such as

Systematic: because all documents have been put in order as the requirements of the

company's keeping record stipulates and of the ISO 9001 :2000

Accuracy : because all activities of the enterprise have been set up in written work

procedures

Quickness : because all enterprise's operations have been analyzed in order to be

done by the quickest way

Unification : the enterprise has forms for almost all documents

THE ISO ORGANIZATION:

The full name of ISO is The International Organization For Standardization It wasestablished in 1946 and operated officially in 1947 Its headquarter is in Geneve- Swiss.ISO has over two hundred technical committees in charge of compose and issue thestandards ISO 9000 was composed by The 176 Technical Committee in 1987

Vietnam jointed this organization since 1977, and is the nod member of ISO TheGeneral Department of Standardization Quality Measurement who belongs to The ScienceInformation Environment Department is the Permanent Representative of VietnameseInternational Organization for Standardization

OVER VIEW OF ISO 9000 SERIES:

The International Organization for Standardization founded Technical committee 176

In 1987, after eight years of work and rework, the ISO series of standards was released Itssecond edition is in 1994 with the name ISO 9000: 1994 and now ISO 9000:2000

11.2.2 SUMMARY OF ISO 9001:2000 REQUIREMENTS

11.2.2.1 STRUCTURE OF THE ISO 9000:2000

The main set of International Quality Management Standards is ISO enterprises' quality management system requirements Besides; there are some other

9001:2000-Graduation paper Tran Thi Ngoc Huong, HA 9803,2002

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standards include ISO 9000:2000- terms and definitions; ISO 9004:2000- guidelines forimprovement quality management system; ISO 19011: guidelines for auditing qualitysystems

The relation to the 1994editions:

1994 Edition

ISO 8402

~

ISO 9000-1ISO 9001

~

ISO 9002ISO 9003ISO 9004-1 ~

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11.2.2.2 THE ISO 9000:2000 REQUIREMENTS

The following is a list of the currently released standards and ones that are being developed

1 Scope

1.1 General

1.2 Application

2 Normative reference

3 Terms and Definitions

4 Quality Management System

4.1 General Requirements

4.2 Documentation Requirements

4.2.1 General4.2.2 Quality Manual4.2.3 Control of Documents

5.5 Responsibility, Authority and Communication

5.5.1 Responsibility and Authority 5.5.2 Management Representative 5.5.3 Internal Communication 5.6 Management Review

5.6.1 General 5.6.2 Review Input 5.6.3 Review Output

6 Resource Management

6.1 Provision of Resources

6.2 Human Resources

6.2.1 General 6.2.2 Competence, Awareness, and Training 6.3 Infrastructure

6.4 Work Environment

7 Product Realization

7.1 Planning of Product Realization

7.2 Customer - related Process

Tran Thi Ngoc Huong, HA 9803, 2002

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7.2.1 Determination of the Requirements related to the Product 7.2.2 Review of Requirements related to the Product

7.2.3 Customer Communication 7.3 Design and Development

7.4 Purchasing

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7.5 Production and Service Provision

• 7.6 Control of Monitoring and Measuring Devices

8 Measurement, Analysis, and Improvement

8.1 General

8.2 Monitoring and Measurement

8.3 Control of Nonconforming Product

8.4 Analysis of Data

8.5 Improvement

Tran Thi Ngoc Huong, HA 9803, 2002

11.2.3 THE ADVANTAGES OF APPLYING ISO

Typical goals that company want to achieve after applying ISO are:

1 Be more efficient in business management

2 Improve communications and morale in the organization

3 Be more profitable and reduce costs and liabilities

4 Achieve customer satisfaction; produce products and services that consistently meetcustomer requirements

5 Increase market share

11.3 THE PROCESS OF APPLYING ISO 9001:2000 IN BUSINESSES OFFICES

11.3.1 EXCLUSIVE CONDITIONS FOR APPLYING ISO 9000 IN BUSINESS AND IN OFFICES

The most important condition for applying ISO in business is managementcommitment Top management shall provide evidence of its commitment to thedevelopment and implementation of the quality management system and continuallyimproving its effectiveness by

Communicating to the organization the importance of meeting customer as well asstatutory and regulatory requirements

Establishing quality policy

Graduation paper Tran Thi Ngoc Huong, HA 9803, 2002

Ensuring that quality objectives are establishedConducting management review

Ensuring the availability of resources

11.3.2 THE QUALITY MANAGEMENT DOCUMENT SYSTEM OF ISO 9001:2000

The ISO 9001:2000 quality system requires all the company's activities shall bedocumented so that it can operate continually even if all the staff have been replaced Thecompany establishes and maintains a quality document system describing activities in thequality system to meet the ISO requirements and its quality policy

The quality document system has 04 levels as follows:

Levell: quality manual

Level 2: procedures manual

Level 3: work instructions

Level 4: reports - forms - minutes

The extent of quality management system documentation can differ from organization

to another due to the size of the organization and the type of the activities and its personnelcompetence

11.3.2.1 QUALITY MANUAL

Quality manual describes the general business policies and the intent for each clause

of the standard It includes:

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

11.3.2.2.PROCEDURES

Procedures describe the details of the work, its purpose, name of the person in charge,the time, place and the steps of doing the work

11.3.2.3.WORK INSTRUCTIONS

Work instructions are documents that guide the user in how the activities in level II to

be carried out It includes the content of the work; work order; knowledge and skillsrequired; risks of the work

11.3.3.THE PROCESS OF APPLYING ISO 9001:2000

After studying the ISO 9000, evaluating the organizations' present status, specifyingthe scope of applying ISO and establishing the enterprise's ISO Committee, allorganizations follow the three main steps below

The First step is Establishing the quality documentation system in accordance with the

~

actual state of the company The quality documentation system includes quality manual,procedures, works' instructions, stipulations

The second step is Implementing the quality documentation system In this stage, the

organization or business will apply the above written quality system in the work The mainpurpose is to demonstrate the efficiency of the system and improve it

The final step is Maintaining. The organization will hold the internal quality audit tosuggest corrective and preventive actions to maintain and improve its quality system

11.3.4.OFFICE WORKS WITH ISO 9001:2000

11.3.4.1.OFFICE WORKS BEFORE APPLYING ISO

11.3.4.1.1DOCUMENTS PROCESSING

Incoming Official Correspondences are correspondences from other businesses

Incoming Official Correspondences' principles are as follow:

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

All incoming official correspondences must be registered in the book ofcorrespondence transferring

The person who receive correspondence shall receipt or acknowledge by signing inthe book of correspondence transferring

Incoming mail must be presented with managers or supervisors before distributing

To process incoming mail must follow the Vietnamese documents processing rulesThe Incoming Official Correspondences handling procedure is as follow:

Step 1: Classifying the documents according to the information given on the envelope

Special service mail (Telegraph message, special delivery letter, registered mail)Personal mail or mail marked "confidential" or "urgent"

First-class mail (post cards, parcel post, invoice, bond)

Internal mail

Second-class mail (newspapers and magazines)

Third-class mail (catalogs and other printed matter)

Fourth-class mail (packages)

Step 2: Opening mail When doing this, you must

Prioritize the mail with mark "urgently"

Be careful with the mail mark "confidential" This kind of mail shall be openeddirectly by the office manager or delegate

Do not damage it (not tore it or remove the address or post office seal)

Compare the number of papers and signs outside the envelop with the inside oneSign and seal on the routing slip (if necessary)

Store the Complaining letters or denouncing/accusing letters or anonymous letterfor later use

Step 3: Date and Time stamping

Incoming stamp is evidence of the word processing specialist checking The officemanager shall not solve unstamped incoming mail

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Step 4: Documents registering

Documents must be registered the day it comes

Tran Thi Ngoc Huong, HA 9803, 2002

Step 5: Presenting the documents

After registering, documents will be presented to the head office manager ordelegates before registering in the transferring documents book The priority of documentspresenting is: Mail marked "confidential" or "urgent"; Special delivery mail and Telegraphmessage; registered mail; Personal mail; First-class mail; Second-class mail; Third-classmail; Fourth-class mail

Step 6: Documents transferring

Incoming documents must be transferred directly to the right person andacknowledged in the transferring documents book as follow

If the document shall be transferred through many departments, it must be enclosedwith a routing slip

11.3.4.1.1.2 OUTGOING OFFICIAL CORRESPONDENCE

Outgoing Official Correspondence is correspondence that is sent from our company toothers

The Outgoing Official Correspondences handling procedure:

Step 1: Re-examining outgoing documents (type and form)

Step 2: Registering in the outgoing official correspondence book

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

11.3.4.1.2.3 RECORDS TRANSFERRING

Records that are established from six months to a year ago and the staff do not use itany more shall be transferred to inactive files cabinet or be rejected Important or vitalrecords can be saved in microfilm if it takes up too much room

Graduation paper Tran Thi Ngoc Huang, HA 9803, 2002

11.3.4.2 OFFICE WORKS AFTER APPLYING ISO

11.3.4.2.1 DOCUMENTS PROCESSING

When applying ISO in office works, the company must edit the concerned QualityManagement Procedures that are based on the present Work Processing methods of thecompany These procedures then are passed to other assigned departments for examiningand commenting to ensure that the procedures reflect the supreme method in doing thework These procedures should be distributed to concerning departments

Steps Procedure Explaining Responsibility

1 Classify documents Read the information gIven on the Mail handling

envelop; classify documents staff

2 Open mail Prioritize the mail marked "urgent" or Mail handling

"confidential" staffCompare the number of documents and

signs outside the envelop with the insideone

3 Record incoming Incoming number must be equivalent with Mail handling

mail's number; Seal; the ordinal number in the incoming official staff

Stamp Date and correspondence book

Time Incoming date is the mail receiving date

4 Register Register documents on the day it comes Mail handling

staff

5 Present documents Present documents to the head office Persons III

manager or delegates charge

6 Transfer documents Documents must be transferred directly to Mail handling

the right person and acknowledged in the staff