1: INTRODUCTION TO QUALITY MANAGEMENT

Lecture questions:

1. Modern views

about quality

2. Quality from the perspective of the developer,

producer and consumer

3. Quality management in modern

organizations

1. Modern ideas about quality

The word “quality” is derived from the words “how”, “what”, “about

which properties "and designates" existence of

features, properties, features that distinguish one

object or phenomenon from others ”1.

Goods, services can be considered quality if they are

meet their purpose. "Product quality" in this

communication is understood as a set of essential consumer-

properties of this product that are significant to the consumer. Set

of these properties laid the basis for product specifications, this

lov, standards.

In the literature there are more complex, interdisciplinary

understanding of the nature of the category of "quality". So by

A.I. Subetto2, quality is a complex philosophical, economic,

social, systemic category, the full definition of which

in all its multidimensionality, it can be revealed only through generalized

system of the following judgments reflecting the

personal aspects of the category "quality":

- quality is a set of properties (aspect of the property);

- quality is structural, it is a hierarchy

system of properties, or qualities, of parts of an object or process

ca (structural aspect);

- quality is a dynamic property system (aspect

dynamism);

- quality is the intrinsic certainty of an object or

process, expressing in the natural connection the components of

these and elements (aspect of certainty);

- quality is the basis of the existence of an object or process

having a double conditionality, expressed in unity

external and internal, potential and real as a

ect or process (aspect of externally - internal conditionality);

- quality determines the singularity of the object or process

ca, its specific response to external influences,

ness, orderliness, stability (specification aspect);

- the quality of objects and processes created by man,

unlike the qualities of other natural phenomena, conditions

value (axiologism) of relevant objects and processes,

their suitability and fitness for certain

goals, objectives, conditions put forward by man.

Analysis of the presented definitions allows you to divide

them into two groups:

1) reflecting the structural and informative aspect of quality

object properties;

2) expressing the quality of an object in the aspect of its social

value, demand and functionality.

The group of structural and meaningful definitions of

quality in terms of its components and their interconnection

Zey. Thus, the quality of an object is determined only by its inherent

internal and external properties determined by the organization

her these properties. Quality is a collection of object properties.

(product). This definition is reflected structurally -

quality aspect. At the same time, the quality of the object is not

is the sum of its properties, and is a conversion

integral property, which is expressed by the term “inte-

gral quality.

Another group of object quality definitions is based on

social context of its understanding. According to this approach,

some object has quality if the properties of this

object meet the expectations of the consumer, user, i.e. ka-

honor is a measure of satisfaction of needs. For example, the quality

A property is a combination of the characteristics of an object (product or

process) relating to its ability to satisfy

new and perceived needs. Evaluating the quality

any object, we thereby assess the degree of satisfaction

creations by this object of the corresponding individual or

public need. Moreover, the significance of this need

This will determine the significance of the quality of the object.

As a conclusion on this section, we note that with

dialectical positions “quality” as a scientific category

It is an aggregate of the general (complex of features,

who exist for all kinds of market goods) and a single , special

(a set of features inherent only in a particular product and

distinguishing it from others).

2. Quality from the perspective of the developer,

producer and consumer

The study of the general problems of "quality goods" is devoted

many works in Russia and abroad, where this category

mainly considered from the standpoint of qualimetry,

darting and certification as well as sectoral management

production of goods or services. In other words, in the very

quality is determined by the measure of conformity of goods,

works, services to the conditions and requirements of standards, contracts, contracts

paths and consumer needs3.

Various authors ascertain many signs of

qualities of any product, among which we single out as the most

The following are more significant:

- the presence of certain properties (attributes);

- consideration of their values ​​from the standpoint of the designer

(developer);

- consideration of their values ​​from the standpoint of the manufacturer;

- consideration of their values ​​from the perspective of the consumer.

It is important to emphasize that quality is a very relative concept.

pertinent and not identical from the standpoint of the development

ka, producer and consumer. The main difference of these three

Approaches are as follows: 4

First, for the developer, the quality of the future product

represents the “degree of conformity of the project aggregate

properties of conditions of consumption. And not the requirements of

consumer, namely the conditions of consumption ... because

batel is not always able to formulate requirements for

the aggregate of properties necessary to satisfy the needs of

nosti ”5.

In other words, for a designer, the quality of potential

general goods

(services) is a collection

properties of products capable of satisfying both reality

therefore strictly strictly deterministic

needs and potential, which are not necessarily

can be realized, embodied in the goods (services) in the presence of

current level of development of social production on the current

the moment.

Secondly, for the manufacturer, the quality of the goods

(services)

is a two-unity of the following factors:

first, the degree of compliance with the actual set of properties

produced goods (services), due to regulatory

documentation. Secondly, the set of product properties,

allowing to produce goods (services) the most technologically advanced,

with minimal cost.

Thirdly, for the consumer, the quality of the goods (services) is

a set of product properties that are most fully satisfied

pursuing his tastes, preferences, desires. Important to emphasize

that “quality of the goods” from the point of view of the consumer is not “the degree

excellence ”or“ top quality ”6, but“ pro

one hundred goods that you like, i.e. meets preferences and

Denmark target group ”7. In other words, the quality of the goods (

meadows) for the consumer there is a set of properties, attributes of

Warrior desired for the consumer.

Developing this statement, J.M. Grukok8 defines

quality of goods as the degree of compliance of two quantities: 1)

vokupnosti characteristics and properties of the product; 2) aggregate

the needs and expectations of the consumer, given the price that

he is willing to pay. In this case, the comparison of goods (services)

quality can only make sense if you are satisfied

identical needs and price level

on them because customer satisfaction from buying

there is a function of the degree of correspondence between his expectations of

goods

(services) and the perception of the real possible goods

(services) 9.

3. Quality management

in a modern organization

Quality management is a management activity.

all stages of the product life cycle, as well as the interaction

with the external environment. As a result, the world over

battling product quality systems

moment there are already several hundred. Their common task

is the release of goods that meet the requirements of

Biteley in all respects.

In the theory of product quality management, the following

following categories:

control object - product quality, which can

include both the entire set of properties, and their specific

a part, group, or individual property;

the goal of management is to maintain the level and state of quality

products in accordance with economic interests

manufacturer

(cost, profitability) and consumer

(level of wealth, fashion, etc.), as well as requirements

safety and environmental products;

subject of management - governing bodies at all levels

and persons designed to provide the required level of quality

products;

methods and controls - the ways in which

Ghana management affects the elements of production

process, ensuring the achievement and maintenance of the planned

state and level of product quality.

In Russia, the development of quality systems began in the middle

XX century, but all of them were ineffective, as was paid

poor attention to employee motivation. Since 1997, began to develop

battling quality systems in accordance with the requirements of

International Organization for Standardization ISO. This organization

Niziya began its activities in 1946, but to systems

quality started relatively recently. In standards 9000-

9004 of the international ISO system provides general requirements for

developing quality systems. These standards are authentic

written in Russian and are called GOST R / ISO 9001

(2000). In accordance with ISO 9000-9004, if

an enterprise cannot master the entire system completely; it can

to implement it in stages, i.e. apart for each process.

The introduction of certified quality systems gives

significant benefits.

The fundamental principle of any quality system

is a continuous improvement in product quality, so

how else would the cost of it be meaningless due to the constant

The increasing demands of customers. The greatest

spread both around the world and in Russia received such

quality systems like QMS (Quality Management System or

Quality Management System - QMS) and TQM (Total Quality

Management or Total Quality Management).

Quality Management System (QMS) - a management system

the quality of the products produced in any

organization.

In general, the QMS corresponds to a specific edition.

standard and is a documented "image"

enterprises as an organism, i.e. self-regulating mechanism

ma adapted to life in a specific economic environment

de. Naturally, for life it must produce services

and / or products are not worse than a certain level of quality, and for

good life - good quality.

The purpose of the QMS is:

- achieving long-term success by maximizing

meet the needs of consumers, employees, owners

and societies;

- the compliance of the results of the company's processes with

to the needs of the consumer, organization and society (compliance, as

explicit requirements as well as implied needs).

In general, the main components of the management system

Quality of the following10:

one.

Establishing the needs and expectations of consumers and other

Quality stakeholders in the organization

manufactured products or services.

2

The presence of the organization’s policies and objectives (or a dedicated part of

these organizations), corresponding to the satisfaction of

consumer needs (external and internal

rennyh).

3

Setting processes and responsible for them, necessary

to achieve the objectives of the organization (or a dedicated part of the or-

ganization). The implementation of the process approach when achieving

these goals.

four.

Determining the necessary resources and ensuring their response

responsible for the processes to achieve the objectives of the organization (or

dedicated part of the organization).

five.

The development and application of methods for measuring performance

effectiveness and efficiency of each process based on key

quality indicators.

6

Identify the mechanisms required for prevention

inconsistencies and eliminate their causes. And data implementation

mechanisms in the QMS processes.

7

Development and application of the process for continuous improvement

the whole QMS.

As can be seen from the definition, the primary element of the QMS is

The needs and expectations of consumers (domestic and

external products or services, business owners,

sonala and society. The organization’s policies and objectives are

volume on the needs and expectations of interested parties.

And the subsequent process approach completes the path description.

achieving goals and implementing long-term policies. Each

of the above points is key for any QMS,

who are in constant cyclic interaction on

the path to the highest quality.

Total Quality Management - Corporate

method of continuous quality improvement of all organizational

processes11.

Philosophy of total quality management, successful

started many years ago in Japan and the United States from the practice of

awards judgments to companies that have reached the highest quality

waste products, says the following.

A modern company should work not only on

products, but also on the quality of work in general, including

the work of the staff. Continuous parallel improvement

these three components: product quality, quality of organization

process and skill level of the staff allows

achieve faster and more efficient business development. Quality

property is defined by such categories as the degree of implementation

customer requirements, the growth of the company's financial indicators and

increasing the satisfaction of the company's employees with their

that

The principle of operation of TQM can be compared with the retention of meat

cha on an inclined plane. In order for the ball not to roll,

it must either be propped up from below or pulled from above.

TQM includes two mechanisms: Quality Assurance (QA) -

quality control and Quality Improvements (QI) - quality improvement

properties.

Quality control - maintains the required level

quality and is to provide the company a certain

guarantees that give the customer confidence in the quality of this

product or service.

Quality Improvement - assumes that the quality level

it is necessary not only to maintain, but also to increase, in accordance with

raising the level of guarantees. Two mechanisms: control

quality and quality improvement - allow you to “keep the ball in

game ", that is, constantly improve, develop business.