Organization of the quality management process. Quality management: conditions, goals, principles, methods, essence. Key principles of quality management

What is the purpose of quality management.
What does this process involve.
What are the basic principles you need to know.
What are the key stages.
In what ways is the result achieved?
What kind effective tools must be applied.
How the analysis is done.
How to properly organize a quality management system.

The quality management department is designed to improve the products produced by the organization and control their compliance with generally accepted standards.

In this article, you will learn which customer satisfaction factors you need to pay attention to as part of quality management.

The Purpose of Quality Management

Quality management includes the work of the company's employees, which is aimed at regularly increasing the quality of the products produced. At the same time, it can be performed by both senior managers and ordinary workers.

Thanks to this system, the goals and objectives of the company are formed, the conditions and resources that are necessary for the manufacture products.

The object of quality management is production, the subject is the person who manages the company.

Main tasks:

planning;
organization;
coordination;
motivation;
control.

There is a general scheme that defines the main actions of the leaders. Quality management of the organization's activities and management form a kind of hierarchy. For example, a senior manager must interact in a comprehensive way with the external environment, quickly respond to changes in the norms and laws that regulate the relevant issue. Also, the manager should be engaged in the development of policies and planning activities aimed at quality improvement products.

The middle manager must follow the instructions of his superiors, which relate to following quality standards. It is the middle managers who control the entire production process. Top managers develop a strategy, and employees subordinate to them build short-term action algorithms. This is how the quality management system is formed in management.

Such a system has the following features:

a strategy that aims to improve products affects management at all levels;
motivation of employees to ensure maximum product quality;
the production process is flexible, makes it possible to quickly adapt to changing standards and customer needs;
products are manufactured in accordance with generally accepted standards;
the system is in line with modern approaches and theories;
all products have certificates.

Modern quality management sets a large number of tasks for manufacturers. Although compliance with generally accepted norms is a voluntary matter, more and more organizations are following global standards to strengthen their own positions in the market. Goals quality management can be characterized like this:

improve the quality level, ensure the safety of goods;
improve the production process in order to achieve maximum economic performance;
create a positive image in the market, which will make it possible to significantly increase sales;
gain a significant advantage over competitive firms;
attract investors;
enter new markets;
export goods abroad.

The head of the enterprise must understand that not only the final consumer, but also the company itself needs to ensure the maximum level of quality. A well-organized system, compliance with all state and world standards contribute to the opening of new markets, which means that they provide an opportunity to ensure high incomes.

The area of quality management is accompanied by the solution of certain problems. Required:

combine marketing with adherence to all principles and quality standards;
regardless of the economic interests of the company, take into account the preferences of customers;
continuously control quality at any stage of the production process;
make up for the lack of specialists who are sufficiently aware of modern standards.

What does a quality management system include

The concept of quality management can be divided into 5 stages:

Solution about what to release; execution of the necessary specifications. For example, for the production of a car of a certain model, it is necessary to initially establish for whom the car will be manufactured.
Examination readiness for the production process, distribution of responsibility.
Production products or provision of services.
elimination defects, creation feedback to control changes and subsequently prevent defects.
Decor quality plans.

All of the above steps are carried out through joint work governing bodies of the company and all its divisions. Such interaction is considered the definition of quality management.

The system is used to perform the following tasks:

managing the strategy, tactics, operations of the company;
decision making, analysis, accounting, control;
special and general functions for all stages life cycle products;
control of technical, production, economic, social factors and conditions.

Basic principles of quality management

Quality management is associated with the name of William Deming, who founded the theoretical part of this system. It is also associated with the rise of the Japanese economy after the Second World War. Key principles of W. Deming in quality management:

Having a permanent goal– regular improvement of the quality of products and services. You need to set such a goal for yourself and strive to achieve it. At the same time, it is required to carry out the distribution of one's own resources, and not just extracting quick profits. Only in this situation the company will be able to compete with other organizations.
Having a new quality philosophy. You should not get along with a stable level of defects and shortcomings. Strive for the elimination of defective products, the transformation of management.
Elimination of dependence on mass control, eliminating the need for quality checks, replaced by "embedding" quality into products. Get statistical evidence of quality, both in the production process and in the procurement process.
Refusal to buy at too low prices, compliance with the ratio "price - quality". Look for long-term partners, build a trusting relationship with a supplier of 1 type of raw material / component. At the same time, your task is to minimize the total costs, and not just the initial ones.
Daily improvement of all processes. Constantly look for problems and solve them, increase productivity, reduce costs. The main goal of management is the continuous improvement of the system.
Usage modern approaches for training and recertification of employees. This makes it possible to use the capabilities of each employee to the maximum, quickly respond to changes in activities.
leadership institution so that managers of various levels are responsible for both quantitative and qualitative characteristics. Management must be able to take immediate action to eliminate defects. It must be realized that as the quality improves, so does the productivity.
Eliminate fear in the company, exclusion of hostile relations. If an employee is afraid own leader, he will strive for minimal contact with him. There can be no talk of any normal work.
Removing barriers between different departments. All employees should feel like they are part of the same team. Despite the fact that many firms are now organized according to the principle of functionality (marketing department, purchasing department, their leaders must constantly contact each other).
Exclusion of meaningless slogans and agitation for quality work. In addition to the negative reaction of employees, they cannot cause anything.
Elimination of numerical instructions and norms that set arbitrary standards and quantitative assignments. Instead, try to provide employees with feedback from a senior manager in the form of recommendations. This will lead to the fact that the quality of products and the productivity of workers will continuously improve.

Key stages of quality management

To develop a system plan according to ISO standards, it takes approximately 8 to 16 months. The basis is IS0 9001:2000. It states what needs to be done, but does not specify how.

Thanks to this standard, the firm can choose the method of fulfilling the requirements that suits it.

To create a properly functioning quality management system, a management subsystem based on a set of documentation is introduced. The documents included in the kit are used to regulate key operational aspects, especially those that greatly affect the quality of products. The organization of the system includes the following stages:

Study of the quality system in the organization. To determine the required amount of time and material resources used to form quality management, it is required to analyze the system that exists on this moment. Through this assessment, it will be possible to develop a plan, determine the objectives of the work and draw up a schedule that reflects the timing of the preparation of the necessary documentation. It is important that the demarcation of responsibility is as accurate as possible.
Quality management training. The success of the system and the company is directly dependent on the skills of employees.
System design development. At this stage, it is required to draw up the necessary documentation, describe the functioning of the system. The volume and number of documents depend on the size of the company, the complexity of the processes taking place in it, the field of activity and the qualifications of employees.
System implementation. When all the documentation is prepared, it is necessary to implement the system. Particular attention should be paid to organizing the activities of employees in accordance with updated standards. It is required to create an audit team in the firm.
Audit Consulting. At this stage, workers and the system itself are checked. Through the audit, an assessment is given of how employees understand the key principles of work, whether the system is in accordance with generally accepted standards.
Registration of certificates. After eliminating all defects, you can issue the appropriate certificate.

Quality Management Methods

Classification of quality management methods:

Administrative. These include: norms, standards, instructions, orders of the management team.
Technological(separate and cumulative control of both the production process and its results). For this, modern engineering tools are used. The most objective results are obtained from automated devices that are capable of measuring and evaluating various characteristics without the participation of employees of the enterprise.
Statistical(collection of quantitative and qualitative characteristics of products). Then the data, which are taken in different periods, is subjected to comparison to determine a positive / negative trend. The results of such an analysis may be the basis for making a decision to improve the system.
Economic(assessment of the cost of measures taken to improve the quality of products; analysis financial result).
Psychological(the impact on employees and stimulating them to achieve high-quality performance). Here, the discipline of the working team, the atmosphere in it, and the individual performance of each employee are taken into account.

For successful actions that are aimed at improving the quality of products, you need to combine the above methods and comprehensive approach to their use.

Effective tools in quality management

Most effective means in quality management are:

Quality Function Deployment Matrices. The "voice of the customer" is tracked by the matrix in 4 stages in the production of products: product, process and production planning; project development. The result of the 1st stage is the constructed product planning matrix, which includes special matrices that reflect: the dependence of certain product parameters on customer preferences, the correlation between certain product parameters, estimates competitive firms in terms of the ability to meet consumer preferences and provide the desired product parameters.
Pareto chart. This tool makes it possible to establish the most important factors or conditions that contribute to improving the quality of products. This chart is a graph of columns, built according to a special rule. The rule is that the Pareto chart is considered to be the sequence of events under study, which is ordered quantitatively and distributed. main part graph - a cumulative curve demonstrating an increase in shortcomings for various reasons (by time intervals, by factors, by samples).
Control cards. They are a tool that allows you to track the progress of the current process by measuring the quality characteristics of products, to influence this process with feedback. This helps to prevent negative deviations from generally accepted norms. There are 3 types of control cards used in different areas: shewhart cards(may help to assess whether the process is currently controlled from a statistical point of view), acceptance cards(used to define process acceptance criteria), adaptive cards(contribute to the regulation of the process by building a plan for its trend). Key characteristics of the control map: center line, upper limit, lower limit. These characteristics form a kind of corridor within which fluctuations of the quality characteristic changed by means of the control map are allowed. They are also subdivided according to the basis of the characteristic that determines the quality.
flowchart. It is a graph that reflects the process steps. This is very useful if you want to explore opportunities for improvement (due to the collection of detailed information about the process and its flow). The flow chart makes it possible to analyze the dependence of processes on each other. This allows you to identify potential sources of problems. In order to describe the process using such a schedule, it is necessary to: establish its start and end point, organize monitoring from beginning to end, determine the process stages, create a draft flow schedule, analyze the draft from the employee who participated in the process under study, improve the draft after the study him with the employees, reconcile the received schedule with the actual procedural stages, indicate on the diagram the place of the process, the name, the date of registration, information about the employees involved in the creation of the schedule, and other information that is worthy of attention.
Scatter plot. A similar chart is used to determine the correlation between 2 different factors.
A graph showing the relationship of cause and effect. Also, such a diagram is known as the “Ishikawa diagram” (in honor of the creator, a professor at a Tokyo university). This graph makes it possible to establish the ratio of qualitative characteristics and factors affecting them. The diagram contributes to the ordering and visual demonstration of the dependence of the final result on certain factors. The reasons are sorted by different groups and subgroups. The graph looks like a fish skeleton. The features of such a diagram include: the central horizontal shows the problem, groups (key factors) are shown as slanted lines, subgroups that determine the state of each key factor are shown as horizontal lines drawn to sloping lines, private factors are indicated by sloping lines drawn to horizontal lines. Usually number key factors is 4-6. The creator of this method, Professor Ishikawa, uses 5 factors as the basis. These include people and working conditions, equipment that is used for the production of products, materials (objects of labor), methods and techniques, measuring procedures.

Analysis

You can successfully implement quality management at all levels if you have:

the main types of activities of the company that are regulated (in addition, the documentation must correspond to the actual activities of the organization;
process management, within which the requirements for resources, process inputs and outputs, criteria for assessing customer satisfaction and performance are precisely defined);
involvement of senior management in planning, reviewing and coordinating the effectiveness of the system;
improving the performance of processes;
willingness of employees to work;
improving the overall efficiency of the enterprise.

For formal implementation, the following is typical:

it is impossible to reflect the objectives of the company in precise numerical data;
there is no understanding of key criteria, tasks and interaction of processes;
insufficiently analyzed the level of satisfaction and preferences of consumers;
documents do not correspond to the practical activities of the organization;
there is no orderly system of actions that are aimed at eliminating shortcomings;
use of unspecified forms of documentation;
there are no necessary production resources;
there are no criteria for evaluating contractors and suppliers;
the requirements for the storage of materials are not met;
there is no input, acceptance and operational control of products according to established criteria;
the needs of the company to improve the qualifications of employees are not sufficiently assessed.

System organization rules

Quality management should start from the top, not from the bottom. If the initiative comes from below, the system looks frivolous, and its result will be formal.
All employees and managers need to be trained. Often the heads of firms believe that their knowledge is sufficient to competently manage the enterprise. It is necessary to realize that the thinking of employees still needs to be adjusted, focusing on well-coordinated teamwork and customer loyalty.
Implementation takes place with the participation of all employees of the enterprise.
It is necessary to correlate the system with the concepts that are already operating in the organization. This is required to create a common integrated system.
Initially define the company's strategy. It will serve as a basis for establishing the objectives of some business processes, including those related to quality issues. If you do not have such guidelines, then in order to achieve the goals, select the usual formal indicators that are not related to the strategic development of the company.
Please note that the documentation must be in accordance with the activities of your enterprise. Of course, documents may include information about the desired state of the company, but certain actions are required to achieve it. Otherwise, the state of affairs, which is reflected in the documentation, will not become a reality.
If you intend to create a quality management system on an ongoing basis, organize a motivational system. Such actions can be financed through activities that are aimed at improving.
Quite often the firm stops making efforts after the registration of the required certification document.. Of course, with such a development of events, the system will be inefficient. To avoid this, you need to regularly monitor the work of the organization.

It is important to constantly monitor the processes that affect the quality of services and products, to analyze possible service technologies, the production process, and other means to improve performance. Knowing the requirements for quality management, you can achieve serious

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 in line with state and international standards. The basics of quality management regulate the most important points that allow you to meet the needs of consumers and ensure an appropriate level of safety.

Concept definition

The essence of quality management can be defined as a purposeful activity of managers and employees of an enterprise to influence the production process in order to continuously improve product quality. This activity can be carried out as top management and ordinary staff.

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

It should be noted that quality management is carried out at each stage of the life cycle of a product. This process starts at the idea and development stage. project documentation. And even after the product is sold and put into operation, quality managers collect certain information in order to improve the next batches.

The object of quality management is directly the production process, which begins from the moment the idea for the manufacture of a particular product arises. And the subjects are the heads of the enterprise, which include both top management and heads of individual departments. The process itself implies the consistent 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, there was individual control. Each manufacturer independently evaluated its product for compliance with the original sample or project.
Already by the beginning of the 20th century, the need for the distribution of responsibilities became obvious. This is how shop control arises, which implies assigning to each of the workers individual zone responsibility.
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 growth of the scale of production, it becomes necessary to create separate services at the enterprise technical control, which not only evaluate the conformity of the final product to the standards, but also monitor the entire production process.
Since there is a need for a qualitative and quantitative assessment of production results, statistical methods are beginning to be used.
A system of universal control is being introduced. This refers to the involvement of employees at all levels in quality management.
At the beginning of the 21st century, the international organization ISO is created, which deals with the standardization and certification of products.

How quality is managed

The process of quality management in each individual company can be carried out in different ways. However, there is a standard scheme that guides the actions of leaders various levels on this issue.

So, speaking of senior managers, it is worth noting that their duties include comprehensive interaction with the 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 defining action plans aimed at improving product quality.

Speaking about the duties of middle managers, it is worth noting that they comply with all decisions and orders of the directorate 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 based on it. We can say that certain levels of quality management are formed that correspond to the general hierarchy in the organization.

Such an enterprise policy as total quality management is characterized by a number of features:

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

Quality management system

The enterprises have a certain structure, which implies the interaction of all levels of management in order to ensure the proper quality of products. This is one of mandatory conditions dictated by current market conditions. This phenomenon is known as a quality management system, which is guided by a number of principles:

clear communication should be established between the heads of various departments;
quality management should use a systematic approach;
it is necessary to distinguish between the process of product development and the process of its direct production;
this system should 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. As a result, there is a need for a certain material base as well as modern equipment and technology. However, the most important thing is the staff. It is important to introduce the right motivation system, as well as a management philosophy in which each employee will feel personally responsible for final characteristics product.

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

Quality management methods

Quality is a fairly broad and capacious category, which 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. They should include:
- regulation;
- norms;
- standards;
- instructions;
- leadership orders.
Technological method - consists in both separate and cumulative control over the production process and the final result. To this end, all kinds of modern engineering tools are used, which are being improved every year. The most objective results are characterized by automated devices that measure and evaluate certain parameters without the participation of the employees of the enterprise.
Statistical methods - based on the collection of digital data on the output of products, 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.
The economic method consists in assessing the cost of measures aimed at improving the quality, as well as the financial result that will be achieved after their implementation.
Psychological method - implies a certain impact on the workforce, which consists in the desire of workers to the highest quality standards. Both self-discipline and the moral atmosphere in the team are important here, as well as an assessment of the individual characteristics of each of the employees.

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

Functions

The following quality management functions can be distinguished:

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

It should be noted that the functions of quality management, with the exception of specific items, largely overlap with the basic functions of 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 - should be involved in the process of improving the quality of products, for which a system of motivation and incentives should be used;
quality management should be carried out on the basis of a systematic approach, which consists in the perception of all departments of the enterprise in their inextricable relationship;
it is unacceptable to set the final limits of quality, but should be guided by the principle of continuous improvement of its level;
the adoption of any decisions related to changes in production technology in order to improve product quality should 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.

Terms

In order to apply these principles in practice, it is necessary that the following quality management conditions be present:

a plan for improving production must be developed or specific economic indicators to which the enterprise aspires;
actions to improve the existing system are expedient 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 figures or economic indicators;
the enterprise must have sufficient resources and a level of capability to improve production and bring it into 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 allows the creation of unified requirements for goods and services that not only provide a high level of quality, but also contribute to the development of international trade.

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

focus on customer needs;
unconditional leadership of the head;
involvement of 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 interrelated elements;
continuous striving to improve product quality and improve production mechanisms;
all decisions should be made only on the basis of facts;
the relationship of the organization with the external environment should be mutually beneficial.

Speaking about the ISO 9001 system, it is worth noting that it defines specific requirements, which, unlike principles, are mandatory. According to this standard, enterprises receive a certificate that confirms the appropriate level of their products, able to fully meet the needs of customers, as well as ensure safety.

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

It should be noted that bringing production in line with ISO standards is a voluntary decision of the manager. However, for ambitious organizations that do not want to be limited to local markets, following these regulations, as well as obtaining the appropriate certification, is mandatory.

Why quality management is needed

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

improving 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;
obtaining a significant advantage over competitors;
attraction of investments;
entering new markets;
in case of following international standards - export of products abroad.

Every head of an enterprise must be aware 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, open up new markets for products, and therefore, allow us to achieve the maximum profit rate.

Main problems

Quality management is accompanied by a number of problems and significant obstacles. Among them are 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 requests of the consumer;
continuous quality control at all stages of the production process;
flaw qualified personnel sufficiently aware of the latest standards.

Quality Tools

The following groups of quality tools can be distinguished:

control tools that allow assessing the feasibility of adopting certain management decisions;
quality management tools - include comprehensive information about the parameters of a particular 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 - are used at the stage of product development and allow you to identify the most significant for potential consumer quality characteristics of the goods.

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

Quality is the basis of the company's competitiveness. Realizing this truth, enterprises have moved from individual steps in this direction to systematic management methods. The importance of this managerial aspect is not inferior to other similar processes: personnel management, supply, production activities, promotion and others.

Consider the main methods and means of quality management in the enterprise, tell you how to organize the implementation of this system and improve it.

What is Quality Management

To manage means to organize and maintain the effective functioning of any system on the way to achieving its goal. If we talk about quality management, it can be defined as actions aimed at creating, using, maintaining and improving ways to influence the quality of products at all stages of production.

For the objectivity of quality management, the following are developed and established:

qualitative indicators;
quality level criteria;
factors influencing it;
stages of achieving quality.

To the functions of quality management include such areas of activity of the enterprise as:

setting management objectives in the field of quality;
forecasting and planning actions for future quality;
consolidation of quality requirements in accounting documentation;
study of quality indicators of finished products;
control over the achievement of these indicators;
development of a set of measures for quality correction;
desire to improve the system;
responsibility for poor quality.

NOTE! Quality indicators will be different depending on the characteristics of the controlled products.

International quality standards

Modern ways of implementing a quality management system as a result provide an opportunity for systematic work that increases competitive advantages enterprises. Customers, especially large ones, often prefer to verify the quality of products before concluding a contract. Presentation and exhibition samples cannot give a reliable picture. Therefore, a system of international standards was introduced, compliance with which guarantees customers a certain level quality. With her help:

it is possible to work more effectively with the clientele, reliably retaining regular customers by increasing their trust;
to influence the creation of the production culture of the enterprise, when the staff feels responsible for the results;
increasing the attractiveness of the company for investors;
a positive reputation of the company is formed;
the company becomes more financially stable.

Where did ISO come from?

In order to ensure the unity of quality requirements in international trade, quality management systems are certified, special standards. Their series is called ISO. It was developed in 1987 by the International Certification Organization based on the first version of the basic standard issued by the British Standards Institution in 1979.

Features of ISO standards:

Versatility. These system requirements are suitable for organizations of various industries and forms of business.
Modernization. Standards are constantly refined and improved, new versions are adopted. Today, the most recent version, adopted in 2015, is valid, the previous version is valid until mid-September 2018.
international identity. Certified requirements are applicable in any country in the world.

International standard principle

Each standard represents a specific quality management model. Its principle is process approach : the activity of any organization consists of interdependent processes. If you correctly define these processes, establish their correct sequence and connection with other processes, monitor the correctness of each of them, manage their functioning, then this will provide the desired result.

Modern basic quality standards

ISO 9000 - reveals the basics of quality management, displays commonly used terms.
ISO 9001 - the very requirements for the organization of system quality management.
ISO 9004 is a standard that helps to develop and exceed the targets set in 9001 to further improve quality.
ISO 19011 is a methodology for auditing quality management systems.

Quality management methods

These are the methods that are used in the enterprise to achieve the goals in the field of quality management. They can be implemented:

from the outside - to be of a legislative nature (for example, federal laws on consumer rights, safety of buildings and structures, etc.);
from within - applied by the management of the organization on the basis of internal regulations, regulations, orders, orders, directives, etc.

They can be divided into several groups.

Administrative Methods- these include those forms of management that are used by the company's management, regulating the quality control processes according to their own orders and compliance with the requirements of the law. These include:
- regulation - regulation;
- delegation - issuance of orders;
- discipline - the establishment of responsibility, that is, punishment and encouragement.
Socio-psychological methods provide for the impact on personnel, which largely ensure quality, that is, human factor. Among them:
- educational;
- motivational;
- psychological (positive climate, positive examples, working atmosphere, etc.).
Technological methods reflect the dependence of quality on the organization of production. Distinguish:
- technological regulation of production processes;
- quality control technologies.
Economic Methods– quality management by taking into account and influencing market realities. Among the "management of the ruble" can be noted:
- financial incentives;
- material interest of performers;
- adequate pricing;
- investment in quality, etc.
Statistical Methods allow you to track quality indicators in dynamics, and therefore effectively influence the system of further management. Among the methods aimed purely at the study of quality management, it is customary to single out the most popular ones:
- Pareto chart ("20/80 line") - ranking of objective factors influencing quality losses (defects, defects, losses); the 20/80 distribution indicates that 80% of marriages are caused by just 20% typical problems. Which this diagram allows you to identify as key;
- control cards record data on quality changes during each production process, with their help it is possible to track from what moment the deviation of quality indicators began;
- histograms(graphs-"bars") clearly characterize certain phenomena in the period under study, allow for comparative characteristics;
- Ishikawa schemes show how and in what sequence the 4 key components of quality are interconnected: material, raw materials, equipment, personnel.

Organization of quality management

In order to implement a quality management system in an enterprise that is consistent with international standards, a number of actions should be taken as provided for by established standards. In order for ISO to firmly enter the life of an enterprise from scratch, it takes from six months to 18 months. Managers can use the help of specialists or take the necessary steps on their own:

Analysis of the established quality management. Spontaneous quality management that existed in the company should be brought to system requirements, and for this you first need to assess the field of upcoming changes.
Leadership training. It is from the “head” of the company that cardinal changes should begin, since the result is directly related to the professionalism of the management.
Development of a quality management system project. This includes actions to create the necessary basis for future changes, especially documentary ones.
Implementation process– organizing the activities of personnel at all levels according to new requirements and standards.
Consultations and checks. When the system starts working, it is necessary to regularly monitor its compliance with the intended project, timely identify deviations, correct them and prevent new ones.
Certification. Once the system is “oiled and tuned”, it can be validated by independent review, resulting in the coveted ISO 9001 certification.

Product quality is understood as a constant, systematic, purposeful process of influencing at all levels the factors and conditions that ensure the creation of a product of optimal quality and its full use.

The essence of control lies in the development of control decisions and the subsequent implementation of the control actions provided for by these decisions on a specific control object.

The main tasks of quality management are: study of the sales market; study of national and international requirements for manufactured products; development of methods and means of influencing the processes of research, design and production; collection, analysis, storage of information about product quality.

In the theory and practice of quality management, the following five main stages are distinguished.

Deciding "what to produce" and preparing specifications for production.
Checking the readiness of production and the distribution of organizational responsibility.
Product manufacturing process.
Elimination of defects and providing feedback information in order to make changes to the production process and control that allow avoiding identified defects in the future.
Development of long-term plans for the quality of products.

In the first stage, quality refers to the extent to which a firm's products or services meet its internal specifications.

At the second stage, the quality of the structure is assessed. Quality can answer technical requirements firms to product design. However, the design itself can be of both high and low quality.

In the third stage, quality refers to the extent to which the performance or performance of the firm's products satisfies the real needs of consumers.

The product quality management system is based on the following interrelated categories of management: object, factors, goals, functions; means, subject; principles, etc.

Quality management is considered as a corrective impact on the process of quality formation in production and its manifestation in consumption.

Quality management is aimed at regulating all stages of the life cycle and provides for:

technical preparation of production;
production process;
motivation and wages;
financial activities;
input control;
quality control of work and products;
after-sales service.

The product quality management process consists of the following operations:

development of a program for managing, planning and improving product quality;
collection and analysis of information about any object that affects the quality;
development of managerial decisions on quality management and preparation of impacts on the facility;
issuance of management decisions;
analysis of information about changes in the quality of the object, which are caused by managerial influences.

When managing product quality, the direct objects of management, as a rule, are the processes on which product quality depends. They are created and run at the pre-production, production and post-production stages of the product life cycle.

Quality- a set of product properties that determine its suitability to satisfy certain needs in accordance with its purpose.

Quality control(English) quality control) - an activity of an operational nature carried out by the managers and personnel of the enterprise, affecting the process of creating products in order to ensure its quality by performing the functions of planning and quality control, communication (information), developing and implementing measures and making quality decisions.

Control- general function organized systems(social, biological, technical), ensuring the preservation of their structure, maintaining the mode of activity, the implementation of programs and goals. Management may be some organizational structures and economic bodies, subdivisions or the managerial influence itself. Social management is a purposeful impact on society in order to maintain or improve its certain qualitative specifics. From social management the management of state and management of economic structures - a firm, workshops, etc. is allocated. Quality management is associated with such concepts as "general" quality management (quality management) and quality management as an operational activity (quality control).

General quality management- Aspects common function management that defines the quality policy, goals and responsibilities. It is implemented through quality planning, quality management, quality assurance and quality improvement within the quality system.

Operational quality control— methods and activities of an operational nature used to fulfill the quality requirements.

"Total Quality Management" is a quality-oriented approach to managing an organization based on the participation of all its members and aimed at achieving long-term success through

satisfaction of consumer requirements and benefits for members of the organization and society.

Quality management is carried out through the implementation managerial functions. As a rule, these include:

Quality planning;

Quality policy;

Interaction with the external environment.

Staff training and motivation;

Organization of work on quality;

Information about product quality, market needs and scientific and technical progress;

- “development of necessary measures;

Implementation of activities;

Quality control.

All these functions are interconnected, and their implementation is a process of product quality management. This process should cover all stages of production. According to ISO international standards, such functions as quality policy and planning, organization of quality work, training and motivation of personnel, strategic decision-making and interaction with the external environment should be classified as “general” quality management. Quality control, information, development of measures, operational decisions and their implementation should be part of the "operational" quality management.

In general, general guidance and operational management quality relate to management activities, it was advisable to combine them into a common quality management process.
Quality control relies on the application and development of standards that are ahead of the level achieved and allow the preparation of measuring instrument components with new, higher quality indicators. One of the main goals of quality management is to reduce quality costs. The cost of quality consists of the manufacturer's costs and other costs. The manufacturer's costs consist of costs associated with the planning, organization and implementation of quality systems, the development of requirements for procedures and production processes; quality assessment costs; costs due to internal and external failures resulting from quality loss reasons.

quality requirements- expression of individual needs or their translation into a set of quantitatively or qualitatively established requirements for the characteristics of an object, in order to enable their implementation and verification. It is essential that the quality requirements fully reflect the established and anticipated needs of the consumer. The term "requirement" covers market and contract requirements as well as the internal requirements of the organization. They can be developed, detailed and updated at various stages of planning. Specified quantitative performance requirements include, for example, nominal values, relative values, limit deviations and tolerances. Quality requirements should be expressed at an early stage in functional terms and documented.

Quality control- a systematic check of the extent to which the object is able to fulfill the established requirements.

A quality assessment may be performed to determine the supplier's quality capability. In this case, depending on the specific conditions, the result of the quality assessment can be used for the purposes of qualification, approval, registration or accreditation. An additional qualifier may be used with the term "quality assessment" depending on the scope (eg, process, personnel, system) and time (eg, pre-contract) of the quality assessment, such as "pre-contract process quality assessment".

The overall supplier quality assessment may also include an assessment of financial and technical resources.

Quality planning— the activity that establishes the objectives and requirements for quality and the application of the elements of the quality system. Quality planning covers:

1) product quality planning: identification, classification and evaluation of quality characteristics, as well as setting goals, quality requirements and penalties;

2) planning of managerial and functional activities (preparation for the application of the quality system, including organization and scheduling);

3) preparation of a quality program and development of provisions for quality improvement.

General Quality Management(quality management) - those aspects of the overall management function that define the quality policy, objectives and responsibilities, and implement them through such means as quality planning, quality management, quality assurance and quality improvement, within the quality system. General Quality Management Responsibilities

lie at all levels of management, but they must be managed by top management. All members of the organization are involved in the overall quality management. At general guidance quality, the emphasis is on economic aspects.

In general, the quality management system consists of the following areas of work:

1) analysis of the actual quality of manufactured products;

2) quality level planning for new developments;

3) quality control and assurance.

10) Marketing management. Analysis of the current situation. External environment. Analysis and forecasting of trends. Competitive environment. Review of own marketing activities. Analysis of the current marketing plan. Analysis of relations with consumers. Scheme of application of Michael Porter's model. Scheme of STEP-analysis. Scheme for conducting a SWOT analysis.

Marketing Management- this is an analysis of the market environment and internal capabilities of the company, planning, implementation and control over the implementation of activities in order to achieve the company's business objectives (profit generation, sales growth, increase in market share, etc.).

Marketing Management Challenge— influence the level, timing and nature of demand in a way that helps the organization achieve its objectives.

There are two levels of marketing management: strategic marketing and tactical marketing .