Principles of the product quality management system. Basic principles of product and service quality management. Principles of product quality assurance

Quality management at enterprises is carried out with the aim of continuous improvement of products and services provided. It is also aimed at bringing goods into compliance with government and international standards. The fundamentals of quality management regulate the most important points that make it possible to satisfy the needs of consumers and ensure the appropriate level of safety.

Definition of the concept

The essence of quality management can be defined as the purposeful activity of managers and employees of a particular enterprise to influence the production process with the aim of continuously improving product quality. This activity can be carried out by both senior management and ordinary personnel.

Quality management is an element general structure management and an integral component of any production. This branch is responsible for developing a clear quality policy, setting goals, and defining the tasks through which they will be achieved. There are certainly processes such as planning, as well as ensuring all necessary conditions and providing resources to ensure that products meet established standards.

It is worth noting that quality management is carried out at each stage life cycle one or another product. This process begins at the stage of ideation and development. project documentation. And even after the product has been sold and put into operation, quality managers collect certain information in order to improve the next batches.

The object of quality management is the production process itself, which begins from the moment the idea to manufacture a certain product arises. And the subjects are the managers of the enterprise, which include both top management and heads of individual departments. The process itself involves the sequential performance of a number of functions: planning, organization, coordination, motivation and control.

Development of quality management

Quality management is constantly being improved. The development of management has gone through several historical stages:

Until the end of the 20th century, individual control took place. Each manufacturer independently assessed its product for compliance with the original sample or design.
By the beginning of the 20th century, the need to distribute responsibilities became obvious. This is how shop control arises, which implies assigning an individual area of responsibility to each worker.
At the next stage, we can talk about the emergence of administrative control, which implies the direct participation of top management in quality management processes.
With the expansion of production scales, there is a need to create separate technical control services at the enterprise, which not only assess compliance with the standards of the final product, but also monitor the entire production process.
Since there is a need for qualitative and quantitative assessment of production results, statistical methods begin to be used.
A system of universal control is being introduced. This means the involvement of workers at all levels in quality management.
At the beginning of the 21st century, the international organization ISO was created, which deals with standardization and certification of products.

How is quality management carried out?

The quality management process in each individual company can be carried out differently. However, there is a standard framework that guides the actions of managers at various levels on this issue.

So, speaking about senior managers, it is worth noting that their responsibilities include comprehensive interaction with external environment. It implies a timely response to changes in standards, as well as legislative acts. Also on the shoulders of senior management lies the responsibility for developing policies and determining action plans aimed at improving product quality.

Speaking about the responsibilities of middle managers, it is worth noting that they carry out all decisions and orders of the management regarding compliance with quality standards. They directly influence the production process and control all its stages. If top management determines the strategy, then middle management builds operational short-term plans on its basis. We can say that certain levels of quality management are formed that correspond to the general hierarchy in the organization.

An enterprise policy such as total quality management is characterized by a number of features:

the enterprise strategy is aimed at improving quality, which is reflected at all levels of management;
staff motivation is aimed at getting them interested in improving product quality;
the production mechanism and process is flexible enough to ensure rapid adaptation to changing standards and customer needs;
carrying out production activities in accordance with generally accepted international standards;
compliance of control systems modern theories and approaches;
mandatory certification of all types of products.

Quality Management System

Enterprises have a certain structure, which involves the interaction of all levels of management in order to ensure proper product quality. This is one of the mandatory conditions dictated by modern market conditions. This phenomenon is known as a quality management system, which is guided by a number of principles:

clear interaction should be established between the heads of various departments;
a systematic approach should be used in quality management;
it is worth distinguishing between the process of product development and the process of its direct production;
this system must perform a limited number of functions that would clearly separate it from others available in the enterprise.

It is worth noting the annual increase in competition in the market. One of the main aspects of this process is the compliance of goods with quality standards. As a result, enterprises began to pay more and more attention to this aspect of production. In this regard, there is a need for a certain material base, as well as modern equipment and technology. However, the most important point is the staff. It is important to implement the right motivation system, as well as a management philosophy in which each employee will feel personal responsibility for the final characteristics of the product.

Such a quality management system requires significant effort, which largely depends not only on the scale of production, but also on the type of product produced. Management is also required to continuously respond promptly to any changes in international standards ISO 9001, as well as various industry documents.

Quality management methods

Quality is a fairly broad and capacious category that has many features and aspects. One of these features can be considered quality management methods, the list of which is as follows:

Administrative methods are some directives that are mandatory. These include:
- regulation;
- norms;
- standards;
- instructions;
- management orders.
The technological method consists of both individual and combined control over the production process and the final result. For this purpose, all kinds of modern engineering means are used, which are improved every year. The most objective results are characterized by automated devices that measure and evaluate certain parameters without the participation of enterprise employees.
Statistical methods are based on the collection of digital data on product output, as well as its quality indicators. Next, the obtained indicators are compared for different periods in order to identify a positive or negative trend. Based on the results of this analysis, a decision is made to improve the quality management system.
Economic method - consists of estimating the cost of activities aimed at improving quality, as well as financial result that will be achieved after their implementation.
Psychological method - implies a certain influence on labor collective, which is the desire of workers for the highest quality standards. What matters here is self-discipline, the moral atmosphere in the team, as well as assessment individual characteristics each of the employees.

In order for actions in the field of quality control at an enterprise to be successful, it is recommended to combine these methods and carry out quality management work comprehensively.

Functions

You can select following functions quality management:

forecasting - implies the determination, based on a retrospective analysis, of future trends, needs and requirements in the field of product quality;
planning - involves the preparation of long-term documentation regarding new types of products, future quality levels, improvement of technology and materials (there is the development of a certain reference product or production method, to the quality level of which production should strive);
technological quality assurance, which implies full preparation for the start of the production process;
metrological support - implies the determination of standards and bringing all production-related objects to them;
organization - includes ensuring interaction not only between individual structures of the enterprise, but also between the internal and external environment;
ensuring stability - consists of a constant desire for a certain level of quality, as well as the elimination of all shortcomings and deviations identified during the production process;
quality control - aimed at identifying the correspondence between the planned and achieved level, as well as its compliance with the stated standards;
analytical function - implies the collection and study of information about the results of the enterprise’s activities;
legal support - consists of bringing all systems and processes in the company into compliance with legislative norms;
stimulating improvements in quality levels - includes motivating employees.

It is worth noting that the functions of quality management, with the exception of specific points, largely overlap with basic functions management.

Basic principles

The principles of quality management are the basis of the system of international standards, and they can be described as follows:

the production strategy must be entirely consumer-oriented (this applies not only to the range, but also to the level of quality of goods);
the management of the enterprise is responsible for providing the necessary conditions to achieve a given level of quality;
all personnel of the company - from the highest to the lowest level - must be involved in the process of improving the quality of products, for which a system of motivation and incentives must be used;
quality management should be carried out on the basis of a systematic approach, which consists in the perception of all divisions of the enterprise in their inextricable relationship;
It is unacceptable to set finite limits for quality, but should be guided by the principle of continuous improvement of its level;
making any decisions that relate to changes in production technology in order to improve product quality must be justified by figures that characterize the economic feasibility of introducing certain innovations;
In an effort to improve the quality of the final product, it is worth demanding the same from suppliers of raw materials, materials, as well as machinery and equipment.

Compliance with these principles is the key effective organization quality management.

Conditions

In order to apply these principles in practice, the following quality management conditions must be present:

a production improvement plan must be developed or specific economic indicators which the enterprise strives for;
actions to improve the existing system are advisable only if there are significant deviations from the specified parameters;
these deviations must be clearly measured, it is necessary to obtain a description in the form of specific numbers or economic indicators;
The enterprise must have sufficient resources and levels of capability to improve production and bring it in line with benchmarks.

ISO

Most modern enterprises use international ISO quality management standards in their production activities. This is an organization in which representatives of 147 countries take part. This makes it possible to create unified requirements for goods and services that not only ensure a high level of quality, but also contribute to the development of international trade.

The most widely used quality standard in the world is ISO-9000. It contains 8 basic principles according to which activities should be organized. These include:

focus on customer needs;
unconditional leadership of the manager;
involving employees of all levels in quality management processes;
division of the production process into specific stages and components;
understanding of quality management as a system of interconnected elements;
continuous pursuit of improving product quality and improving production mechanisms;
all decisions must be made only on the basis of facts;
The organization's relationship with the external environment must be mutually beneficial.

Speaking about the ISO 9001 system, it is worth noting that it defines specific requirements that, unlike principles, are mandatory. According to this standard, enterprises receive a certificate that confirms the appropriate level of their products, capable of fully satisfying customer needs and also ensuring safety.

The ISO 9004 system is a guide for those enterprises that seek to improve the quality of their products and improve production. Implies detailed description all stages that will bring production into line with increasing requirements.

It is worth noting that bringing production into compliance with ISO standards is a voluntary decision of the manager. However, for ambitious organizations that do not wish to be limited to local markets, following these regulations, as well as obtaining the appropriate certificate, is mandatory.

Why is quality management needed?

Modern quality management poses many tasks for manufacturers, the implementation of which ensures the appropriate level of product quality. Although following international standards is a voluntary initiative, more and more firms are joining it to strengthen their position in the market. The objectives of quality management can be described as follows:

increasing the level of quality, as well as ensuring product safety;
improvement of the production process in order to achieve the highest economic results;
creating a positive image in the market, which will significantly increase sales volumes;
obtaining a significant advantage over competitors;
attracting investments;
entering new markets;
in case of following international standards - export of products abroad.

Every enterprise manager must realize that ensuring a high level of quality is necessary not only for the end consumer, but also for the enterprise itself. Why? Competent organization of quality management, as well as adherence to all state and international standards, opens up new markets for products, and therefore allows us to achieve maximum profit.

Main problems

Quality management is accompanied by a number of problems and significant obstacles. These include the following:

combination marketing activities in full compliance with all principles and quality standards;
despite the economic interests of the enterprise, the entire quality assurance system must take into account the requirements and needs of the consumer;
continuous quality control at all stages of the production process;
lack of qualified personnel sufficiently aware of the latest standards.

Quality Tools

The following groups of quality tools can be distinguished:

control tools that allow you to assess the feasibility of adopting certain management decisions;
quality management tools - include comprehensive information about the parameters of a specific product and the features of its production (mainly used at the development stage);
analysis tools - allow you to identify bottlenecks and determine areas for improving production;
design tools - used at the product development stage and allow us to identify the most significant quality characteristics of the product for a potential consumer.

It is worth noting that ensuring a high level of product quality is the initial task of any modern enterprise, which seeks to take a stable position in the market, as well as expand its boundaries. Obtaining the international quality certificate ISO 9001 allows you not only to improve your reputation, but also to enter the international arena.

2. Principles of product quality management

The quality management system is a consistent working structure, operating in the company and including effective technical and management methods, providing the best and most practical ways for people, machines, and information to interact to meet consumer demands for product quality and save on quality costs. Global experience has shaped not only general signs existing quality management systems, but also the principles and methods that can be applied in each of them.

For successful leadership organization and its functioning, it is necessary to choose the direction of its development and ensure management. Success can be achieved by implementing and maintaining a quality management system designed to continuously improve operations while taking into account the needs of all stakeholders. Managing an organization includes quality management along with other aspects of management. To achieve this, eight principles of quality management were defined when developing the ISO 9000 standards (quality standards). These eight principles of quality management are designed to guide senior management to improve the organization's performance:

1. Customer focus. Organizations depend on their customers and therefore must understand their current and future needs, meet their requirements and strive to exceed their expectations.

2. Leader leadership. Leaders ensure unity of purpose and direction for the organization. They should create and support internal environment, in which employees can be fully involved in solving the problems of the organization.

3. Employee involvement. Employees at all levels form the backbone of the organization, and their full involvement enables the organization to benefit from their abilities.

4. Process approach. The desired result is achieved more effectively when activities and associated resources are managed as a process.

5. Systematic approach to management. Identifying, understanding and managing interrelated processes as a system contributes to the effectiveness and efficiency of the organization in achieving its goals.

6. Continuous improvement. Continuous improvement of the organization as a whole should be considered as its constant goal.

7. Making decisions based on facts. Effective solutions are based on the analysis of data and information.

8. Mutually beneficial relationships with suppliers. The organization and its suppliers are interdependent, and relationships of mutual benefit enhance the ability of both parties to create value.

In relation to quality management, it is advisable to highlight specific principles, which include:

1. Formation of management decisions taking into account production, economic, social, and market factors;

2. The relationship between goals and resources, their balance;

3. Completeness of accounting of resource needs;

4. Combination of internal and external quality control;

5. Continuity and stage-by-stage implementation of quality control, development of a quality management system, etc.

The direct objects of quality management are consumer characteristics products, factors and conditions influencing their level, as well as the processes of formation of product quality at different stages of its life cycle.

The subjects of management are various governing bodies and individuals operating at various hierarchical levels and implementing quality management functions in accordance with generally accepted principles and methods of management.

Product quality management at an enterprise is one of the links in the general management cycle and performs a number of functions similar to the functions of general enterprise management:

1.Planning the quality management process - establishing reasonable targets for the production of products with the required values of quality indicators at a given moment or during a given time interval. Quality improvement planning should be based on scientifically based forecasting of the needs of internal and foreign market. At the same time, the use of data on the results of product operation, generalization and analysis of information on the actual level of its quality play a major role in the correct justification of quality improvement plans.

2.Organization, coordination and regulation of the quality management process - organizational work on quality management at an enterprise consists of performing the entire range of work related to planning, implementation and control of activities aimed at improving the quality of products and all processes of production and economic activity. At the level of line ministries, there are special units that coordinate work in the field of quality management in their industry. They are subordinate to various industry institutions and laboratories (often at industry enterprises). State and industry quality management bodies have regional centers for the implementation of various functions - standardization, certification, control, etc.

3. Motivation is an incentive to activity by a combination of various motives, the creation of a specific state of personality, which determines how actively and with what direction a person acts in a certain situation.

4.Control, accounting and analysis of quality management processes is the process of determining and evaluating information about deviations of actual values from specified ones or their coincidence and the results of analysis. After monitoring, an analysis of the received data is carried out, namely: analysis of deviations, localization of causes, establishment of responsibility, investigation of correction possibilities, measures to eliminate deficiencies.

In Fig. 2 shows a functional diagram of product quality management.

Rice. 2. Functional diagram of product quality management at the enterprise.

The objects of product quality management are all elements that form the quality loop. In accordance with international ISO standards, the quality loop (spiral) is understood as a closed product life cycle in the form of a ring (Fig. 3), including the following main stages: marketing; design and development technical requirements, product development; logistics (MTS); preparation of production and development of technology and production processes; production; control, testing and inspection; packaging and storage; sales and distribution of products; installation; exploitation; technical assistance and service; disposal. It must be kept in mind that in practical activities for the purposes of planning, control, analysis, etc., these stages can be divided into components. The most important thing here is to ensure the integrity of quality management processes at all stages of the product life cycle. With the help of a quality loop, the relationship between the product manufacturer and the consumer and with all objects that provide solutions to the problems of product quality management is carried out.

Rice. 3. Loop (spiral) quality

Product quality management is carried out cyclically and goes through certain stages called the Deming cycle. The concept of the Deming cycle is not limited only to product quality management, but is also relevant to any managerial and everyday activities. The sequence of stages of the Demeng cycle is shown in Fig. 2 and includes: planning; organization; control; impact management.

The quality of a product can be demonstrated during consumption. The concept of product quality from the standpoint of its compliance with consumer requirements developed precisely in a market economy. The idea of this approach to determining product quality is contained in a special science - qualimetry. Qualimetry is the science of methods for measuring and quantifying product quality. Qualimetry allows you to make quantitative assessments quality characteristics goods. Qualimetry is based on the fact that quality depends on a large number of properties of the product in question, but in addition to properties, it is also necessary to take into account the conditions under which the product was used.

The essence of quality measurement in qualimetry is as follows:

1. For each type of product, its specific quality levels are taken into account, fixed in the standards and current technical conditions. Quality is characterized by a certain technical and economic parameter (consumer property).

Principles of ensuring and managing product quality. Features of ensuring the quality of services.

Principles of product quality assurance

Product quality is a set of properties and characteristics of a product that give it the ability to satisfy the stated or expected needs of the consumer.

Among the principles of quality assurance, three main groups can be distinguished:

1. Technical principles (design, technological, metrological, etc.);

2. Principles economic nature(financial, regulatory, material, etc.);

3. Principles of a social nature (organizational, legal, personnel, etc.).

Stable provision of product quality depends on many factors, which can be divided into two main groups: private and general. TO common factors include: technical, economic, social, political and other factors that imply the level of development of production, means and systems of quality control, social and economic feasibility and production efficiency, material and personal interest, etc. Among the private factors are: professional skills of workers, product design and quality of technical processes, raw materials used, materials, components, conditions of storage, transportation, sale and operation of products, packaging, labeling, etc.

To successfully manage an organization and its functioning, it is necessary to choose the direction of its development and ensure management. Success can be achieved by implementing and maintaining a quality management system designed to continuously improve operations while taking into account the needs of all stakeholders. Managing an organization includes quality management along with other aspects of management. To achieve this, eight principles of quality management were defined when developing the ISO 9000 standards (quality standards). These eight principles of quality management are designed to guide senior management to improve the organization's performance:

1. Customer focus. Organizations depend on their customers and therefore must understand their current and future needs, meet their requirements and strive to exceed their expectations.

2. Leader leadership. Leaders ensure unity of purpose and direction for the organization. They should create and maintain an internal environment in which employees can be fully involved in solving the organization's problems.

3. Employee involvement. Employees at all levels form the backbone of the organization, and their full involvement enables the organization to benefit from their abilities.

4. Process approach. The desired result is achieved more effectively when activities and associated resources are managed as a process.

6. Continuous improvement. Continuous improvement of the organization as a whole should be considered as its constant goal.

7. Making decisions based on facts. Effective decisions are based on the analysis of data and information.

8. Mutually beneficial relationships with suppliers. The organization and its suppliers are interdependent, and relationships of mutual benefit enhance the ability of both parties to create value.

A quality management system is a coherent operating structure within a firm that incorporates effective technical and managerial practices to ensure that people, machines, and information interact in the best and most practical way to meet customer requirements for product quality and save costs. quality. World experience has formed not only the general characteristics of existing quality management systems, but also the principles and methods that can be applied in each of them.