Improving the product quality management system will increase its competitiveness. Improving quality systems Improving quality systems

10.03.2020

In Russia, work is underway to certify quality systems for compliance with the requirements international standards ISO 9000. There are already dozens of enterprises that have implemented ISO 9000 standards and received the corresponding certificates.

In 1994, the standards of the new $0 9000 series appeared, developed by the US automobile companies - General Motors, Roord-Cry-Sler. Along with the requirements found in the ISO 9000 standards, the $0 standards contain a number of additional requirements specific to the automotive industry. All subcontractors of these firms, and not only them, are switching to work in accordance with the requirements of standards 0 $ 9000. The difference between standards 9000 and ISO 9001 is in additional requirements stipulated in contracts with subcontractors in each individual case, as well as in specific industry requirements, beyond the requirements of ISO standards.

Activities for certification of quality systems for compliance with the requirements of QS 9000 standards have already begun to find application in Russia.

In the early 70s. 20th century In Europe, a company-wide (“general”) quality management system has developed, denoted by the abbreviation TQM (“Total Quality Management”).

TQM is a comprehensive system that provides for a comprehensive, purposeful and coordinated application of quality management methods in all areas of activity from research and development to after-sales service, with the active participation of managers at all levels and with the rational use of technical capabilities. The system is focused on continuous quality improvement, minimization of production costs and just-in-time delivery of products. This approach is referred to as "quality improvement" ("continuous improvement in quality").

It has now become clear that TQM is a broader approach to quality management than ISO 9000 systems. There is a trend towards TQM as an approach to business improvement as a whole.

In Europe, the generally accepted model reflecting the TQM principle is the European Quality Award (Excellence in Business Model) model.

The quality awards movement is widespread around the world as a stimulus for the establishment of effective quality systems in enterprises. The most famous and authoritative are the Deming Prizes in Japan, the M. Baldridge Prize in the USA, and the European Quality Prize. Government award introduced in Russia Russian Federation by quality.

The ISO 9000 family currently contains 20 standards, which causes difficulties for their users. With this in mind, ISO has decided that, in the 2000 version, the family will consist of four core standards and a number of technical reports. At the same time, the main provisions contained in all current current standards, will be integrated into the core standards, which include:

ISO 9000 "Total quality management systems. Concepts and vocabulary";

ISO 9001 "Systems of general quality management - Requirements"; ISO 9004 Total Quality Management Systems - Guidelines;

ISO 10011 Guidelines for the verification of quality systems.

The new standards will be more flexible in terms of their scope. In addition, the new standards are characterized by the compatibility of quality management with management in other areas of activity, and above all in the field of environmental protection - we are talking about the compatibility of ISO 9000 version 2000 standards with ISO 14000 series standards.

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MINISTRY OF EDUCATION OF THE REPUBLIC OF BELARUS

educational institution

Gomel State Technical University named after P.O. Sukhoi

Department of Economics

COURSE WORK

Course "Management"

on the topic "Improving product quality management at the enterprise" (on the example of RUE "Gomel Casting and Normals Plant")

Performed:

student of group UP-31

Homenkova A.M.

Supervisor:

Dragoon N.P.

Gomel 2013

Introduction

Chapter 1. Theoretical basis improving product quality management

Chapter 2. Analysis of product quality management at RUE "Gomel Plant of Casting and Normals"

2.1 Analysis of technical and economic indicators of the functioning of the enterprise

2.2 Analysis of the product quality management system at the enterprise

2.3 Analysis of product quality in the enterprise

Chapter 3

3.1 Deterministic factor analysis of indicators of the state and dynamics of product quality

3.2 Stochastic factor analysis of indicators of the state and dynamics of product quality

Chapter 4. Measures to improve product quality management at RUE "Gomel Casting and Normal Plant"

4.1 Improving product quality management by upgrading equipment in the foundry

4.2 Improving product quality by changing the supplier of components

4.3 Improving the quality of products by introducing a system of incentives in cash for the quality work of workers

Conclusion

List of sources used

Applications

INTRODUCTION

quality deterministic stochastic products

In order to work successfully in market conditions, an enterprise must organize modern quality management and know how to practically organize it at an enterprise. Since quality is formed in the process of creating products, technological work and organization of production are of paramount importance for quality management. Quality management is also related to standardization, since its main regulatory framework is a standard that sets out the requirements for quality, regulates the procedure for testing and assessing quality. One of the main functions of quality management is quality control, which is carried out by appropriate measurements. Quality management necessarily requires knowledge of the current legislation in the field of quality. The basis of the competitiveness of products is also quality, the stability of which is achieved through the introduction of quality systems at the enterprise.

On June 1, 2009, the Republic of Belarus began to operate State standard STB ISO 9001-2009 “Quality management systems. Requirements". At the moment, Belarus has a program of socio-economic development of the Republic of Belarus for 2011-2015, where one of the goals is to improve the quality and competitiveness of manufactured products. The document says that it is necessary to determine measures for the implementation of the state strategy for creating conditions for increasing the competitiveness of domestic products, their promotion to foreign markets, ensuring the growth of the level of certification of quality systems at enterprises according to international standards ISO 9000, ISO 14000, ISO 22000.

The subject of research is product quality management at the enterprise.

The object of the study is the quality of products at RUE "Gomel Plant of Casting and Normals". The choice of this enterprise is justified by the fact that it belongs to the agro-industrial complex, where there are a lot of problems in product quality management (the product quality management system is underdeveloped, there is no automated control system, low level of staff education, outdated product quality planning system, etc.) . In addition, there are a significant number of factors - factors that affect the quality of products, and thus the efficiency of the enterprise.

The purpose of the course work is the formation of methods for improving product quality management at RUE "Gomel Casting and Normal Plant".

In the course work to achieve this goal, the following tasks were set:

Explore the theoretical aspects of product quality management in the enterprise;

Conduct an analysis of product quality management at RUE "Gomel Plant of Casting and Normals";

To investigate the factors influencing the quality of products of RUE "Gomel Plant of Casting and Normals";

Develop measures to improve product quality management at RUE Gomel Casting and Normal Plant.

The course work consists of an introduction, four main parts, a conclusion, a list of references and applications. The first chapter deals with theoretical issues related to the concept and essence of product quality management in an enterprise, the technology for implementing the functions of product quality management in an enterprise, consideration of the features of product quality management in enterprises abroad, analysis of the state and development trends of the type of economic activity "Production of machinery and equipment" in the Republic of Belarus. The second chapter analyzes the technical and economic indicators of RUE "Gomel Casting and Normals Plant", the product quality management system at the enterprise for the analyzed period. In the third, research chapter, a study was made of factors affecting the quality of an enterprise's products using a deterministic and stochastic factor analyzes. In the fourth, practical chapter, the following activities are presented on the example of the enterprise under study: improving product quality management by updating equipment in the foundry; improving product quality by changing the supplier of components; improving the quality of products by introducing a system of incentives in cash for the quality work performed by workers.

To write a term paper, the following sources of information were used: periodicals devoted to the topic of work and analysis of product quality management; works of domestic and foreign authors about the system of product quality management at the enterprise; data of the National Statistical Committee of the Republic of Belarus on engineering enterprises, electronic resources.

CHAPTER 1. THEORETICAL FOUNDATIONS FOR IMPROVING PRODUCT QUALITY MANAGEMENT

1.1 The essence of product quality and technology for managing it in the enterprise

The fundamental definition of quality, given by Hegel in the Encyclopedia of Philosophical Sciences, reads: “Quality is, in general, an immediate determinateness identical with being…”; “Something is due to its quality what it is and, losing its quality, it ceases to be what it is…”.

Those. quality is an objectively existing set of properties and characteristics of a product that defines a product as such and distinguishes it from another. The loss of properties and characteristics leads to the disappearance of the object to which they belonged. For example, when heated, water loses its characteristics and ceases to be water, turning into steam, which already has other, its own properties and characteristics.

The set of indicators used to assess the level of product quality is very diverse and therefore can be classified according to many different criteria. Traditionally, this kind of classification involves the division of a set of quality indicators into groups in accordance with the following main criteria: the level of aggregation of the estimated useful properties of products; the nature of the dimension of quality indicators; compliance with the life stages of the product; specificity of the characterized properties of products.

Depending on the level of aggregation of the evaluated product properties, quality indicators can be single and complex.

Single quality indicators are independent characteristics of individual properties of a product that can provide its user with one or another utility. Examples of single quality indicators can be productivity, dimensions of the product, its useful life, etc.

Comprehensive quality indicators are designed to characterize a certain set of useful properties of the product. These indicators are divided into group and integral. Group quality indicators characterize such a set of useful properties, which is characterized by homogeneity and similarity of units of measurement, for example, the level of reliability, the cost of consuming a product, and integral indicators express the general level of quality of all product properties that are significant for the consumer and they are always internally heterogeneous.

Depending on the nature of its dimension quality indicators are both qualitative and quantitative.

Qualitative indicators are used to characterize useful properties, the intensity of which cannot be measured quantitatively.

Quantitative indicators can be used to characterize such properties, the reference values of the units of which are commonly used or are of a situational nature, for example, the relative cost of a product.

According to the criterion of compliance with the stages of product life quality indicators are divided into:

predicted (the values of which are determined at the pre-project stages and are indicative);

design (determined as a result of specific design and technological solutions incorporated into the product at the design stage);

production (expression of specific features production system, within which the developed project finds its practical implementation);

operational (the result of a combination of design features of the product, the actual production conditions for its creation and the conditions for the final intended use by the consumer).

Depending on the specifics of the characterized properties of products, quality indicators are divided into the following types:

Purpose indicators - characterize the properties of the product that determine the main functions for which it is intended, and determine the area of its possible application;

Economy indicators - characterize a set of product properties that express the degree of intensity of consumption various kinds resources in the implementation of the processes of its manufacture and intended operation;

Reliability indicators - express the ability of the product to maintain in time within the established limits the values of all its parameters that characterize the ability of this product to perform the required functions in specified modes and under predetermined conditions of use, transportation, storage, repair and maintenance;

Ergonomic indicators - characterize the convenience and comfort of product consumption at the stages of the fundamental process in the system "person - product - environment of use";

Aesthetic indicators - characterize informational expressiveness, rationality of form, integrity of the composition, perfection of the production performance of the product;

Manufacturability indicators - characterize the totality of product properties that determine the optimal distribution of financial costs, materials, labor and time at technical training production, manufacture and operation of these products;

Transportability indicators - characterize the suitability of products for transportation without its use or consumption;

Indicators of standardization and unification - characterize the saturation of the product with standard, unified and original parts, as well as the level of its unification with other types of products;

Patent-legal indicators - characterize the degree of patent protection of technical solutions used in the creation of products;

Environmental indicators - characterize the level of harmful effects on the environment arising from the consumption of the product;

Safety indicators - characterize the features of the product that ensure the safety of the user during its use, maintenance, storage and transportation;

Economic indicators - characterize the costs for the development, manufacture and operation of the product, taking into account a certain degree of their aggregation.

There are also various methods for assessing product quality indicators, which are divided into groups:

Measuring methods - involve the evaluation of quality indicators as specific quantitative characteristics using technical measuring instruments (product weight, engine speed, etc.);

Calculation methods - are used to assess the quality indicators of products at the stage of their design and involve the use of information obtained using theoretically or empirically formed functional dependencies (dimensional parameters, etc.);

Organoleptic methods - are based on the results of the analysis of human sensory sensations (quality indicators food products, perfumes, etc.);

Registration methods - involve the assessment of product quality indicators based on counting the number of certain events associated with the manufacturing, distribution and operation of these products (patent and legal indicators, product reliability indicators, etc.).

Quality management as a scientific concept arose at the turn of the 19th and 20th centuries.

In the history of the development of documented quality systems, 5 stages can be distinguished.

Stage 1. The emergence of the Ford-Taylor system (1905). This system established requirements for the quality of products in the form of tolerance fields or certain templates configured for upper and lower tolerance limits - pass and non-pass calibers. The system of motivation for work provided for fines for defects and defective products with simultaneous remuneration for good (defect-free) work.

Stage 2. System of statistical methods of quality control and management. In 1924, a group of engineers led by R. Jones was created at Bell Telephone (now AT&T Corporation), which laid the foundations for statistical quality management. These were the development of control charts by W. Shewhart, as well as the first concepts and tables of selective quality control, developed by G. Dodge and R. Roming. These works served as the beginning of statistical methods of quality management, which later, thanks to E. Deming, became widespread in Japan and had a significant impact on the economic revolution in that country.

Stage 3. Japanese system "Total Quality Control (TQC)". In 1950, A. Feigenbaum put forward the concept of total quality control. This concept has been developed in Japan with more emphasis on the use of statistical methods and the involvement of staff in quality circles. At this stage, documented quality systems appeared that established the responsibility and authority of employees, and for the first time, interaction in the field of quality of the entire management of the enterprise, and not just specialists of quality services, began to be carried out. The system of motivation began to shift towards the human factor.

Stage 4. In the early 1980s. the transition from total quality control to total quality management (TQM) began. At this time (1987) a new series of international standards ISO 9000 appeared, which had a very significant impact on management and quality assurance. A systematic approach to quality management has been formed.

Stage 5. In the 1990s. the influence of society on enterprises has increased, and the latter have increasingly begun to take into account the interests of society. This led to the emergence of ISO 14000 standards, which establish requirements for management systems in terms of protection. environment and product safety. Integrated management systems have emerged that bring together different areas of consumer and societal requirements.

At present, in economically developed countries, certification of the quality systems of enterprises for compliance with the requirements of the ISO 14000 series standards, which establish requirements for environmental parameters of production, is becoming increasingly important. Today, certification of enterprises for compliance with ISO 14000 standards is becoming important tool gaining access to the markets of many developed countries. Formally, ISO 14000 certification is voluntary. At the same time, experts predict that in the next decade from 90 to 100 percent large companies, including transnational ones, will be certified in accordance with ISO 14000, that is, they will receive a certificate from a "third party" that certain aspects of their activities comply with these standards. Businesses may want to obtain ISO 14000 certification in the first place because such certification will be one of the sine qua non conditions for marketing products in international markets in the near future.

The main subject of ISO 14000 standards is the environmental management system. Therefore, ISO 14001 "Environmental management systems - Specification and guidance for use" is considered the central document of the series. Unlike other documents, all requirements of this standard are "audited" - it is believed that compliance or non-compliance with them by a particular organization can be established with a high degree certainty. It is the compliance with the requirements of the ISO 14001 standard that is the subject of formal certification by a third independent party. The ISO 14004 standard acts as an explanation of the requirements of ISO 14001, which provides additional guidance on the establishment and operation of environmental management systems. ISO 14001 and ISO 14004 have been developed on the basis of experience in applying the principles of total quality management (as reflected in the ISO 9000 series) to environmental and resource management issues. In turn, the experience of developing and applying ISO 14001 and ISO 14004 was taken into account when creating ISO 9001 and ISO 9004 versions 2000. Currently, the ISO 9000 and ISO 14000 series of standards are fully compatible.

Table 1.1 - Contents of the ISO 14000 series of standards

Standard designations

Standards for the establishment and use of environmental management systems
	Specifications and guidance for the use of environmental management systems
	General guidance on principles, systems and methods of environmental management systems
	Guidance for defining the "entry level" environmental performance of an enterprise
	Glossary of environmental management systems
Standards for Environmental Monitoring and Assessment Instruments
	General principles of environmental audit
	Guidance on Audit Procedures for Environmental Management Systems
	Guidance on Qualification Criteria for Environmental Auditors
	Guidance for assessing the environmental performance of an organization
Product Oriented Standards
	Principles of environmental labeling of products
	Methodology for assessing the environmental impact associated with a product at all stages of its life cycle
	Guidance on environmental considerations in product standards

Businesses can use ISO 14000 standards for both internal and external purposes. Internal objectives can be associated with the use of these standards as guidelines for the establishment of environmental management systems in the enterprise, as well as as a basis for internal audit of the environmental management system. The external objectives of implementing the ISO 14000 series of standards are related to demonstrating to customers and the public that the environmental management system is up to date.

The most important source of growth in production efficiency is the constant improvement of the technical level and quality of products. The current level of development of scientific and technical progress has significantly tightened the requirements for the technical level and quality of products in general and their individual elements.

The instability of quality, due to partial deviations of the given parameters, has a random character. The time of their appearance can be expected only with a certain degree of probability.

There is another factor that affects the instability of quality assessments - this is the instability and variability of needs. Product parameters can strictly comply with regulatory and technical documentation, but consumer requirements change and quality deteriorates or is completely lost with unchanged parameters.

It can be stated that the quality of products is in constant motion. Therefore, quality defines a chronically unstable object. This is an objective reality that you have to deal with.

1.2 Overseas experience product quality management

The international community has developed a unified approach to rationing technical requirements to product quality. An important role is given to legislation as a form state regulation quality and methods of ensuring it.

On the present stage development of scientific and technological progress, product quality is put forward as one of the key problems in the development of national economies. In all industrialized countries of the world, an active search is being made for ways to solve the problem of improving the quality of products and their competitiveness in the world market.

common to many foreign countries is an approach that resulted in the concept of "integrated quality management", the main focus of which is on the need to plan both the level of quality and measures to ensure it. The main principle is considered - quality cannot be ensured by testing, it must be incorporated in the product. In accordance with this, practical activities to ensure quality in firms are also being built.

A further development of the theory and practice of the UKP is the concept of creating a Unified Product Quality Management System (EU UKP). The idea of creating an EU UKP appeared almost simultaneously in different countries and is reflected in a number of models of such systems developed by specialists from various industries. So, in the late 50s, one of the models was proposed by the president of the American Organization for Quality Control A. Feigenbaum. This model includes 17 elements of PCD, but only covers the production stage.

The experts of the European Organization for Quality Assurance (EOQC) considered the model of the quality assurance system (the Oettinger-Sittig model) in the form of a circle, divided into 8 sectors, from the study of demand to the operation of the product.

Unlike the Feigenbaum model, the Ettinger-Sittig model takes into account the influence of consumers on product quality, the cycle in it begins and ends with market research.

The EU PCP model was further developed in the works of the American quality control specialist J. M. Juran, who proposed a “spiral of quality formation and improvement”, in which the PCP process develops not in a vicious circle, but in an upward spiral. This model involves a constant study of the changing market and the behavior of products in operation.

Of greatest interest is the history of the development of quality management on the example of the three leading economic regions of the world: the USA, Japan and Western Europe.

Forms of quality management in American companies are very diverse due to their significant differences in size, volume and range of products, type of organizational structure, technological processes and a number of other factors that impose restrictions and require a rigid linkage of the ICD system to the specifics of the company. Integrated product quality management systems, as a rule, consist of three subsystems: performing, providing and control and management, together providing a solution to the problems of establishing common policy companies in relation to the quality of products depending on their purpose and consumer requirements, in determining the persons responsible for product quality, in developing a quality management system, the basis of which is the definition of quality criteria and the development of measures aimed at eliminating deviations of product parameters from these criteria. Methods and programs of quality management, called "Improving quality by preventing defects", "Zero defects", largely using the organizational and technical elements and experience of the Saratov BIP system, have become widespread in companies and firms in the United States. BIP system(Defect-Free Manufacturing of Products) is the concept of defect-free work, which was reflected in the Saratov system of defect-free manufacturing of products, introduced at the enterprises of the Saratov region in 1955. This system was based on a mechanism for activating participants in the production process, stimulating them to identify and eliminate not product defects, but their causes. After the repeated presentation of the product, the worker was deprived of the bonus.

Starting from the 1940s-1950s. a serious problem for the US industry was the huge costs due to the low level of quality; 20-50% of all operating costs of a typical American enterprise went to the detection and elimination of product defects. In other words, up to one quarter of all employees of the enterprise did not produce anything - they only redid what was wrongly done the first time. If we add to this the costs of repairing or replacing defective products that left the enterprise and hit the market, then the total costs due to the low level of quality amounted to 30 percent or more of the production costs.

Many US experts considered poor quality to be the main brake on the growth of labor productivity and the competitiveness of American products.

The solution to the problem of quality in the United States most often tried to find in various protectionist measures: tariffs, quotas, duties that protect American products from competitors. And the issues of improving the quality were relegated to the background.

The US administration, at the request of American entrepreneurs, has taken a number of protectionist measures to protect American manufacturers of cars, steel, consumer electronics, motorcycles, etc. Even the leading American companies, in which the quality of products was considered the main goal, they considered quality as a means of reducing production costs, and not a way to satisfy the needs of consumers.

At the same time, the most experienced managers of US firms realized that it was necessary to improve the quality of American goods by increasing attention to the development of such problems as:

1) motivation of workers;

2) quality circles;

3) statistical control methods;

4) raising the awareness of employees and managers;

5) accounting for quality costs;

6) quality improvement programs;

7) financial incentives.

in the United States in the early 1980s. quality management was reduced to quality planning - and this was the prerogative of the quality service. At the same time, insufficient attention was paid to internal production consumers - quality improvement plans were made without taking into account the needs within firms. The process of such quality management did not create plans, but problems.

For the 1980s characterized by a massive training campaign right at the workplace as a way to improve quality and detect defects. Suppliers have also made efforts to educate their staff on quality.

In the US, the problem of quality has become clearer. American industry has the resources, potential, ambition, and well-paid top management. Huge investment in new technology and the development of new types of products, as well as new relations between workers and managers, based on a common interest in improving the quality of products and work, create the prerequisites for a new technological revolution in the United States.

US specialists have high hopes for improving quality management, which, in their opinion, should mean a radical restructuring of the management consciousness, a complete revision of corporate culture and a constant mobilization of forces at all levels of the organization in search of ways to continuously improve the quality of American products.

The new trends in the US were most resisted by middle managers. For many of them, management policy based on a qualitative approach was seen as a threat to their credibility and even their official position. Production workers, as a rule, are ready to take responsibility for the quality of their work.

At the heart of the quality revolution is customer satisfaction. Each worker on the assembly line is a consumer of the products of the previous one, so the task of each worker is to ensure that the quality of his work satisfies the next worker.

Attention on the part of the legislative and executive authorities to the issues of improving the quality of national products is a new phenomenon in the economic development of the country. One of the main objectives of the nationwide campaign for quality improvement is to achieve the implementation of the slogan "Quality First!" Under this slogan, quality months are held annually, initiated by the American Society for Quality Control (ASQC), the country's leading scientific and technical society, founded in 1946 and currently numbering 53,000 collective and individual members.

The US Congress established the Malcolm Baldrige National Award for Excellence in Product Improvement, which has been awarded annually to the top three firms since 1987. The awards are presented by the President of the United States on the second Thursday of November, celebrated as World Quality Day.

Analyzing the American experience in the field of quality, we can note the following characteristic features:

Strict quality control of manufacturing products using methods of mathematical statistics;

Attention to the process of planning production in terms of volume and quality indicators, administrative control over the execution of plans;

Improving the management of the company as a whole.

The measures taken in the United States aimed at constantly improving the quality of products were not slow to affect the elimination of the gap in the level of quality between Japan and the United States, which intensified competition in the world market, which is turning into a single, global market.

In Japan in the field of PCD forms and methods have been developed that are significantly different from those used in the United States and Western European countries. Their features are the mutual responsibility of the company and suppliers for the production of quality products, long-term quality planning, information exchange, training in the field of PCD, standardization, the use of computer technology, certification with the award of a quality mark.

In the late 40s - early 50s. Japanese specialists, having been trained by reputable American scientists in quality management E. Deming and J. Juran, began to successfully apply this knowledge in the industry of Japan.

Actively used control charts to manage technological process. The royalties from Deming's lecture book were used to establish awards in his name. The Deming Gold Medals have been awarded since 1951 to individuals and businesses. All this has created an atmosphere in which quality management is seen as a management tool. An integrated approach and principles of system quality management have been introduced with the greatest completeness and consistency at the leading Japanese firms. The experience of such firms is carefully studied, analyzed, and attempts are made to borrow it in the United States and Western Europe.

It is believed that the Japanese approach to quality management has a number of distinguishing features, however, a comparative analysis shows that the theoretical provisions are universal and in this sense they are international. The quality management systems of those progressive foreign firms, where these concepts have found the most complete and correct practical implementation, are similar in nature, the very mechanism for the implementation and development of systems is also universal in nature.

The distinctive elements of the Japanese approach to quality management are:

1) focus on continuous improvement of processes and labor results in all departments;

2) focus on quality control of processes, not product quality;

3) focus on preventing the possibility of defects;

4) a thorough study and analysis of emerging problems according to the principle of an upward flow, i.e. from the subsequent operation to the previous one;

5) cultivation of the principle: "Your consumer is the performer of the next production operation";

6) full assignment of responsibility for the quality of the results of labor to the direct executor;

7) active use human factor, development creativity workers and employees, the cultivation of morality: "A normal person is ashamed of" bad work "".

The main concept of the "Japanese miracle" is perfect technology, including production, management and service technology. Computers and microprocessor technology are widely introduced in firms, latest materials, automated systems design, statistical methods are widely used, which are fully computerized.

A characteristic feature of the development of a quality management system in recent years is that it includes a communication system with the consumer and a communication system with suppliers.

The way to solve the problem of further quality improvement, the heads of firms see only in cooperation, mutual trust of suppliers, manufacturers and consumers. They see the main thing in the mandatory identification of the causes of inadequate quality, regardless of where they are found - at the supplier or the consumer, and the implementation of joint measures to eliminate the identified causes as soon as possible.

Noteworthy is the practice of purposefully creating our own subcontracting network that works with the customer on a long-term basis. Japanese firms managed to prove that even in conditions of free competition, such a principle is more effective than the annual competition of subcontractors practiced in the West.

Creating your own network of suppliers imposes serious obligations on the customer. They are associated with the organization at subcontracting enterprises of effective quality assurance subsystems by providing financial, technical and organizational assistance to them in establishing product quality control, in modernizing production capacity etc. For this purpose, special programs are being developed that provide for the study of the state of affairs with suppliers in the field of product quality, the study of their production possibilities, training and education of personnel, development and implementation of other activities that affect the quality of the products supplied.

In the presence of trusting relationships with suppliers based on a joint search for ways to improve product quality, a transition to a widespread system of trust in Japan is ensured, which provides significant savings in time and money required for incoming inspection of materials and parts coming from the supplier.

Japanese experts believe that it is necessary to start with the facts and their analysis, and not with the defense of the logic of duties and responsibilities. We need joint efforts, collective decisions. Critical prerequisite successful work quality is the training and education of staff.

It has been repeatedly emphasized that the learning process should start from the top management. It is more expedient to do this by attracting quality consultants. General information about the quality activities given in the training process should be combined with specific techniques and recommendations. It is believed that it is better for each firm to create its own training program, while setting the necessary goals (increasing productivity, reducing the level of defects).

Leadership in the implementation and dissemination of the concept of integrated quality management should belong to the top management of the company. This rule becomes a single and universal basis for success.

In recent years, training has been conducted by the most modern methods. Programs developed business games for quality using personal computers. The student makes his own decisions and tries to create an imaginary enterprise best conditions to achieve high competitiveness of products.

Training of workers is carried out, as a rule, by their direct supervisors - foremen, heads of sections. The training of foremen, heads of sections and workshops consists of a 6-day theoretical course and a 4-month practical activities.

At Nissan Motor Company, during the first 10 years of work, at least 500 days of off-the-job training are allotted. In the future, studies continue directly at the workplace in the evenings and on weekends. The learning process necessarily ends with certification, which is carried out periodically for all categories of employees, including managers. Certification is carried out by the heads of the relevant department with the involvement of specialists. The frequency of certification, depending on the category of workers - once every 3 months, 6 months, once a year.

A number of specialists, in addition to the corporate exam, pass the state exam. For example, at Tabai Espek, 75% of employees have passed the state certification of the Ministry of Labor. Training before the state certification is paid. The company pays for the training. An employee who has passed state certification receives a salary supplement.

The certification results are posted at the workplace. Certification up to three times is allowed. An employee who has not passed certification for the third time is considered professionally unsuitable for work at this workplace.

Learning has a very important side benefit: a change in better side personal attitude of people to work on quality. It is believed that quality is 90% determined by education, consciousness, and only 10% by knowledge. Training programs can only give these 10 percent, but they give impetus to a change in the attitude of workers to quality, which must be maintained in the future by constant efforts.

Much attention is paid to quality circles, the formation of which is voluntary. Studies have shown that there is a direct correlation between the attendance of circles and activity at meetings on the degree of voluntariness, independence in choosing topics, autonomy in solving the internal issues of the circle. Weekly circle meetings are the only kind production activities allowed in working time. If the circles are collected after work, then the company pays compensation, as for overtime. The slogans of quality circles: "Quality determines the fate of the enterprise"; “What seems beautiful today will become obsolete tomorrow”; "Think of quality every minute."

Shop and factory conferences of quality circles are regularly held. Twice a year quality circle conferences are held at the level of the entire company. All-Japan congresses of representatives of quality circles are also held. A circle is considered officially recognized if it is registered by the Japan Union of Scientists and Engineers (JUSE) and there was an announcement about this in the journal Master and Quality Control.

At Japanese enterprises, a program for participation in quality assurance, called "five zeros", has been developed for personnel. It is formulated in the form of short rules - commandments:

Do not create (conditions for the appearance of defects);

Do not transfer (defective products to the next stage);

Do not accept (defective products from the previous stage);

Do not change (technological modes);

Do not repeat (mistakes).

These rules are detailed for the stages of pre-production and production itself and are communicated to each employee.

Thus, we can single out the main thing in relation to quality in Japan:

Widespread introduction of scientific developments in the field of management and technology;

High degree of computerization of all operations of management, analysis and control of production;

Maximum use of human capabilities, for which measures are taken to stimulate creative activity (quality circles), foster patriotism for one's company, systematic and widespread training of personnel.

The concept of UKP in Western European firms expressed at the 4th annual conference of the European Society for Quality Control (ESQC), its chairman Frank Nixon: industrial organization is to achieve the required quality at minimum cost. Required quality is defined as the quality necessary to ensure customer satisfaction by achieving a given level of product reliability, i.e. its ability to serve its purpose.

In the Siemens concern (Germany), quality assurance is understood as a system of all scientific, technical, organizational and economic means aimed at solving the common problem of ensuring high product quality. The quality assurance system at Siemens enterprises is structured in such a way that, in any case, quality criteria are established on the basis of comparable principles, from the pre-production processes of the product to shipment to the consumer and maintenance.

France has developed a quality assurance organization system that includes the following requirements: the need to cover all types of operations that affect product quality (research and development, production, control, etc.), the need for only pre-foreseen operations. In most cases, the quality assurance system is built on the basis of the following four principles: high technical competence of the staff; the availability of appropriate resources; availability internal systems in each specific division; obligatory availability of documentation concerning the goals and technical rules, forms and results of control, programs for professional training and advanced training of personnel. These principles and practices apply primarily to large enterprises. The French Association for Quality Assurance and the Regional Chamber of Commerce conducted a pilot experiment in a number of enterprises aimed at introducing quality management in small and medium-sized enterprises.

During the 1980s throughout Europe there has been a movement towards high quality products and services, as well as to the improvement of quality assurance itself. Quality systems based on the ISO 9000 series of standards have been widely implemented. This has resulted in a more consistent quality stance, more reliable deliveries and a more consistent level of quality overall.

It is necessary to note the large and purposeful activity of the countries of Western Europe in preparation for the creation of a single European market, the development of uniform requirements and procedures that can ensure the effective exchange of goods and labor between countries.

An important place in this activity is occupied by special associations or organizations that coordinate throughout the region. In preparation for the open pan-European market, proclaimed on January 1, 1993, common standards and common approaches to technological regulations, harmonized national standards for quality systems based on ISO 9000 series standards, put into effect their European counterparts - EN 29000 series. Great importance is attached to certification of quality systems for compliance with these standards, the creation of an authoritative European certification body in accordance with the requirements of EN standards 45000 series. These standards should become guarantors of high quality, protect millions of consumers from low-grade products, and encourage manufacturers to new achievements in the field of quality. For the normal functioning of the European market, the supplied products must be certified by an independent organization. In addition to product certification, accreditation is carried out testing laboratories and employees who monitor and evaluate product quality. The most important aspect of their activity is the control over the satisfaction of consumer requirements and the resolution of conflicts that take place between the manufacturer and the supplier of products.

Firms pursue an even more intensive policy in the field of improving product quality, and processes are subject to more stringent control.

Quality has become a factor in ensuring the competitiveness of European countries. To implement this strategy, we needed:

1) uniform legal requirements(directives);

2) common standards;

3) uniform processes for checking that the firm meets market requirements.

Adopted in 1985 new concept harmonization of standards, safety and reliability requirements have been introduced, but these requirements are advisory. At the same time, ensuring uniform requirements is of great importance. Therefore, Europe is guided by the fundamental standards ISO 9000 and EN 29000. Product marking has been introduced with the CE mark.

The European Coordinating Council for Testing and Certification and the European Committee for the Assessment and Certification of Quality Systems have been formed. The committee includes certification organizations from Great Britain, Switzerland, Germany, Austria, Denmark, Sweden, France, Spain, Portugal, Greece, Holland, Belgium, Finland, Norway, Ireland and Italy.

The main task of the ongoing work is to fully satisfy the needs of millions of consumers of the single European market at the lowest cost. The European market poses serious challenges for firms from other countries intending to enter it.

In order to stand out in the competition, the largest firms in Europe are joining forces to select progressive forms and methods of product quality management, linking their implementation with a guarantee of stable product quality. And it, as you know, includes a stable technology, an appropriate system for maintaining the technological accuracy of equipment and tooling, metrological control and product testing tools, and an effective personnel training system.

In September 1988, the presidents of the 14 largest firms in Western Europe signed an agreement to establish the European Foundation for Quality Management (EFQM), which, together with the European Organization for Quality (EOQ), established the European Quality Award, awarded since 1992 to the best firms. The distinctive features of the European approach to solving quality problems are:

Legislative basis for carrying out all work related to the assessment and confirmation of quality;

Harmonization of the requirements of national standards, rules and certification procedures;

Creation of a regional infrastructure and a network of national organizations authorized to carry out work on certification of products and quality systems, accreditation of laboratories, registration of quality specialists, etc.

A comparison of the Western (USA and Europe) and Eastern (Japan) approaches to quality is shown in Table 1.2.

Table 1.2 - Comparison of approaches to quality

Usually, publications provide graphs of the dynamics of the quality level in Japan, Europe and the USA, based on the research of J. Juran, from which it follows that in 1975 there was a change in leadership in this area. The leaders in the CP began to include countries that were famous in the recent past for low-grade products, were in an economic crisis, suffered from war, and essentially did not have their own natural resources, but seriously engaged in raising the country's economy and the living standards of the population based on the use of non-traditional methods of organizing the management company. Quality turned into quantity - by 1985, Japan began to account for more than half of the goods sold in the world, such as cameras (84%), video cassette recorders (84%), watches (82%), calculators (77%), high-frequency kitchen stoves (71%), telephones (66%), motorcycles (55%), color televisions (53%), etc.

However, since 1991-1992. the leader in the field of quality - Japan, the economic crisis came, which led to a change in sales volumes and a decrease in the competitiveness of goods. Against this background, there was an alignment of quality levels between Japan, the US and Europe.

Convergence of quality levels achieved various countries world, was the result of many reasons. One of the main is the creative exchange best practices quality improvement work, integration of all approaches and methods that mankind has mastered on the evolutionary path of developing the theory and practice of achieving high quality.

The unified approaches developed in this way, recognized by experts from all countries, are now known as the principles of Total Quality Management (TQM).

TQM is a concept that provides for a comprehensive, targeted and well-coordinated application of quality management systems and methods in all areas of an enterprise, from research and development to after-sales service, with the participation of management and employees at all levels and with the rational use of technical capabilities.

The main goal of many companies in the world is to combine cost reduction with high stable quality of products (services) and fast market entry. The approach to production management from the standpoint of general quality stimulates the optimal ratio in the triad "quality - costs - time".

The effectiveness of TQM depends on three key conditions:

1) higher executive the company vigorously advocates for quality improvement;

2) investments are made not in equipment, but in people;

3) organizational structures converted or created specifically for TQM.

1.3 Analysis of the state and development trends of the type of economic activity "Production of machinery and equipment" in the Republic of Belarus

The industry of Belarus is subdivided into mining, manufacturing, and the production and distribution of electricity, gas, and water. RUE "Gomel Plant of Casting and Normals" refers to the manufacturing industry, and if you look at the types of economic activity, then to the production of machinery and equipment.

...

Introduction

In modern conditions of a market economy in Russia, much attention is paid to quality problems. Serious competition led to the development of quality improvement programs. In scientific research and in practice, it became necessary to develop objective indicators to assess the ability of firms to produce products with the necessary quality characteristics. These characteristics are confirmed by a certificate of conformity for products. Many manufacturing firms have quality systems that meet international standards. The successful sale of a quality product to the consumer is the main source of existence for any enterprise.

Quality is the first priority one in a market economy where there have been genuine revolutions in this field. It is with the help of modern methods of quality management that leading foreign firms have achieved leading positions in various markets.

Russian enterprises are still lagging behind in the application of modern quality management methods. Meanwhile, improving the quality brings truly colossal opportunities. However, improving quality is impossible without changing the attitude towards quality at all levels. Calls for quality improvement cannot be realized unless leaders at various levels embrace quality as a way of life.

There is a direct relationship between quality and production efficiency. Improving quality improves production efficiency, resulting in lower costs and higher market share.

Many studies of scientists from different countries are devoted to the issues of quality management, considerable experience in the field of quality management has been accumulated. Scientific interest in the problem of quality makes us turn to the analysis of the accumulated theoretical material.

The concept of product quality from the standpoint of its compliance with consumer requirements has developed precisely in the conditions of a market economy. The idea of such an approach to determining the quality of products belongs to the Dutch scientist J. Van Etinger. He developed a special field of science qualimetry - the science of how to measure and quantify quality indicators.

The purpose of this work is to find ways of science-based forms and methods of quality management in the practice of Russian enterprises and to develop practical recommendations for their application at the enterprise SOK-TRANS LTD.

Realization of the set goal necessitated the solution of the following tasks:

consider the theoretical and methodological foundations of quality management of SOK-TRANS LTD LLC;

to analyze the quality management system at the enterprise;

develop measures to improve the quality management system of SOK-TRANS LTD LLC.

The object of the study is the Limited Liability Company LLC "SOK-TRANS LTD" in its interaction with other business entities.

The subject of research in this paper is the quality management system and the quality management process of an enterprise, focused on increasing the competitiveness of an enterprise.

The theoretical and methodological basis of the study was developments, concepts and hypotheses, substantiated and presented in modern economic literature.

The practical basis of the study is analytical data published in the scientific literature and periodicals, expert developments and assessments of Russian and foreign scientists-economists, as well as data from a particular enterprise.

1. Theoretical and methodological foundations of quality management

1.1 The role of the quality management system in improving the competitiveness of an enterprise or business

The word "quality" is widely used in everyday life, business communication, applied and theoretical scientific papers. Intuitively, the meaning of the use of this word is clear to any literate person. Nevertheless, the use of the term "quality" in enterprise management requires its discussion.

In a generalized form, researchers distinguish the following methodological approaches to understanding quality, which were used in different eras of scientific knowledge:

substrate, characteristic of ancient cultures, reduced to the characteristics of the main cosmic elements - the “elements of being” (fire, water, earth, air, etc.);

subject, due to the influence of production activities, the formation of scientific and technical disciplines, reduced to the consideration of things and their properties;

systemic, which becomes significant due to the fact that the objects of scientific research and practical activity are education systems;

functional, which expresses the tendency to define quality through quantitative indicators;

integral, which focuses on a synthetic, holistic coverage of all aspects, factors.

For modern research in various fields of scientific knowledge (economics, management, psychology, etc.), an integral understanding of quality is characteristic.

An integral understanding of quality originated in the depths of economic science, which was largely facilitated by the development of market relations. A brief description of the main approaches of representatives of various sciences to the interpretation of quality will be of some importance for the research topic.

Thus, many economists understand quality as meeting or exceeding the requirements of consumers at a price that they can afford even when they need a product or service. The following are distinguished as essential quality criteria: compliance with the standard, compliance with the technical indicators of the best analogue products, the degree of accuracy of compliance with all production processes, compliance of quality with customer requirements, compliance of quality with solvent demand. Moreover, all these criteria are equivalent.

A number of researchers (M. H. Meskon, F. Hedouri, M. Albert) consider quality in three critical aspects: conformance quality, design quality, and functional quality. At the same time, quality is formed in a certain sequence, and all these aspects of quality are equally important.

The success of economic science in the study of quality has contributed to the official consolidation of the definition of quality in ISO standards (International Organization for Standardization at the UN). So, in accordance with the document ISO 8402, quality is understood as a set of characteristics of an object related to its ability to satisfy established and implied needs.

The ISO 9000 series standards established a unified, globally recognized approach to contractual conditions for assessing quality systems and at the same time regulated the relationship between manufacturers and consumers of products. Quality can be represented as a pyramid (Appendix 1).

As S. D. Ilyenkova and others show, at the top of the pyramid is TQM - an all-encompassing, total quality management, which implies the high quality of all work to achieve the required product quality. First of all, this is work related to providing

high organizational and technical level of production, proper working conditions. The quality of work includes the validity of managerial decisions, the planning system. Of particular importance is the quality of work directly related to the production of products (quality control of technological processes, timely detection of defects). Product quality is a component and a consequence of the quality of work. Here, the quality of suitable products, the opinion of the consumer are directly assessed, complaints are analyzed.

The importance of product quality lies in the fact that only quality products opens the export road to solvent markets. Special competitions are called upon to play a major role in ensuring the quality of products of Russian manufacturers and their successful competition in world markets.

If you do not pay serious attention to quality, you will need significant funds to correct defects. A much greater effect can be achieved by developing long-term defect prevention programs.

Until recently, it was believed that special units should deal with quality. Transition to market economy makes it necessary to study the experience of the world's leading companies in achieving high quality, who believe that the efforts of all services should be directed to achieving quality.

Studies conducted in a number of countries have shown that in companies that pay little attention to quality, up to 60% of the time can be spent on fixing defects.

The modern world market, where supply exceeds demand, is dominated by the buyer, who prefers the product that best meets his expectations and has a price that the buyer is willing to pay to satisfy his needs. Therefore, in order for a product to be in demand on the market, that is, to be competitive, its quality must be focused on the consumer, on meeting his needs, requirements and expectations.

The quality of products and its competitiveness are, of course, related, but still significantly different concepts. Product quality is the main factor in ensuring its competitiveness in the market.

Competitiveness is a product characteristic that reflects the degree to which a specific need is met in comparison with the best similar products on the market. The competitiveness of any product can be determined only as a result of its comparison with the competitor's products, both in terms of the degree of compliance with a specific need, and in terms of the cost of satisfying it. At the same time, it should be borne in mind that in recent years, the quality of products has become the most priority factor when choosing products, and the consumer began to give preference to products of the highest quality, refusing cheaper ones, but having worse qualities.

Ultimately, the level of competitiveness of products can only be judged by the reaction of the market, expressed in terms of product sales. Estimates of competitiveness give only the expected, and not the real competitiveness of products. To successfully sell a product, it is necessary that it meets the needs of consumers in a given market, that it appears on the market in the right quantity and at the right time, and that the consumer is prepared for the appearance of this product on the market. The time factor is very important, because what the consumer needs today may turn out to be unnecessary tomorrow due to changes in consumer tastes, fashion or the emergence of a new technical solution. Therefore, the market fate of products largely depends on the effectiveness of the marketing service of the manufacturer.

The need for an integrated approach to quality in the enterprise, the preparation of long-term programs, the participation of all departments in quality improvement activities indicates that the quality of both products and work needs to be managed.

Modern quality management comes from the premise that quality management activities cannot be effective after the product has been produced; this activity must be carried out during the production of the product. Quality assurance activities that precede the manufacturing process are also important.

1.2 Stages of development of quality systems

The concept of "quality management" covers those aspects common function guidelines that define the quality policy, objectives and responsibilities, planning, quality assurance and improvement. The most effective implementation of the quality management functions allows the introduction of a quality system that permeates all areas of the enterprise. The quality system, therefore, plays a special role, so far it has not been possible to come up with a tool that would be as simple and effective in an attempt to achieve the main goal - reducing the cost of products or services while unconditionally satisfying all the whims of the consumer.

The competitive struggle of enterprises today is increasingly turning into rivalry between their quality systems. Often preference is given to a supplier that has a certified quality system, and for successful operation in the foreign market, the presence of such a certificate is an indispensable condition.

The practical significance of studying the problem of system quality management is that the implementation and certification of a quality system, as a set of organizational structure, procedures, processes and resources necessary for the implementation of general quality management, are tools for self-preservation of any enterprise in an unstable environment, a guarantee of competitiveness, as in the foreign and domestic markets, and all personnel from top management to the ordinary worker should be involved in the work in the quality system.

The problem of quality is the most important factor in improving the standard of living, economic, social and environmental security. Quality is one of the most complex and multifaceted categories that a person has to face in life. It permeates all spheres of material production and social relations.

The experience of countries with successfully developing market economies shows that quality is the main tool that allows:

optimal use of all types of resources;

reduce production costs and increase labor productivity, thereby contributing to the success of the organization;

comply with all product requirements;

translate consumer expectations into products;

ensure mutual understanding and interaction along the entire chain from the manufacturer to the consumer of products;

continuously improve production, service and management processes;

ensure the satisfaction of both producers and consumers of products.

In accordance with the existing philosophy of entrepreneurial activity, the full responsibility for the quality of manufactured products and services lies with the entrepreneur. As production developed, the forms and methods of organizing work on quality changed.

In the history of the development of documented quality systems, motivation, training and partnerships, five stages can be distinguished and presented in the form of five quality stars (Appendix 2).

The first star corresponds to the initial stages of the systems approach, when the first system appeared - the Taylor system (1905). It established requirements for the quality of products (parts) in the form of tolerance fields or certain templates tuned to the upper and lower tolerance limits - pass and non-pass calibers.

To ensure the successful functioning of the Taylor system, the first quality professionals were introduced - inspectors (in Russia - technical controllers).

The motivation system provided for fines for defects and marriage, as well as dismissal.

The training system was reduced to vocational training and training to work with measuring and control equipment.

Relations with suppliers and consumers were built on the basis of the requirements established in the technical specifications (TS), the fulfillment of which was checked during the acceptance control (input and output).

All the above features of the Taylor system made it a quality management system for each individual product.

Second star. The Taylor system provided an excellent mechanism for managing the quality of each specific product (part, assembly unit), but production is a process. And it soon became clear that it was necessary to manage the processes.

Quality systems have grown in complexity as they have included services using statistical methods. The problems in the field of quality solved by designers, technologists and workers became more complicated, because they had to understand what variations and variability are, and also know what methods can be used to achieve their reduction. A specialty has appeared - a quality engineer who must analyze the quality and defects of products, build control charts, etc. In general, the emphasis has been shifted from inspection and detection of defects to their prevention by identifying the causes of defects and eliminating them based on the study of processes and their management .

Work motivation has become more complex, since now it was taken into account how precisely the process is set up, how certain control charts, regulation and control charts are analyzed.

The supplier-consumer relationship has also become more complex. Standard tables for statistical acceptance control began to play an important role in them.

Third star. In the 50s, the concept of total (general) quality management - TQC was put forward. Its author was the American scientist A. Feigenbaum. TQC systems have evolved in Japan with more emphasis on the use of statistical methods and the involvement of staff in quality circles.

At this stage, designated by the third star, documented quality systems appeared, establishing the responsibility and authority, as well as the interaction in the field of quality of the entire management of the enterprise, and not just the specialists of the quality services.

Motivation systems began to shift towards the human factor. Financial incentives decreased, moral increased.

The main motives for high-quality work were teamwork, recognition of achievements by colleagues and management, the concern of the company for the future of the employee, his insurance and the support of his family.

Supplier-consumer relationship systems are also beginning to provide for third-party certification of products. At the same time, quality requirements in contracts became more serious, and guarantees for their implementation became more responsible.

Fourth star. In the 1970s and 1980s, the transition from total quality management to total quality management (TQM) began. At this time, a series of new international standards for quality systems emerged: the ISO 9000 (1987) standards, which had a very significant impact on management and quality assurance.

The TQM system is a comprehensive system focused on continuous quality improvement, minimization of production costs and just-in-time delivery. The main philosophy of TQM is based on the principle - there is no limit to improvement. With regard to quality, the target setting is the desire for 0 defects, for costs - 0 unproductive costs, for deliveries - just in time. At the same time, it is realized that it is impossible to achieve these limits, but one must constantly strive for this and not stop at the results achieved. This philosophy has a special term - "continuous quality improvement".

One of the key features of the system is the use of collective forms and methods of searching, analyzing and solving problems, constant participation in improving the quality of the entire team.

In TQM, the role of a person and staff training is significantly increasing.

Motivation reaches a state where people are so passionate about work that they refuse part of their vacation, stay late at work, continue to work at home.

Training becomes total and continuous, accompanying employees throughout their labor activity. Forms of education are changing significantly, becoming more and more active. So, business games, special tests, computer methods, etc. are used.

Learning also becomes part of the motivation. For a well-trained person feels more confident in a team, is capable of a leadership role, and has career advantages. Special techniques for developing the creative abilities of workers are being developed and used.

Certification of quality systems for compliance with ISO 9000 standards has been very thoroughly included in the relationship between suppliers and consumers.

Fifth star. In the 1990s, the influence of society on enterprises increased, and enterprises began to take into account the interests of society more and more. This led to the emergence of ISO 14000 standards, which set out requirements for management systems in terms of environmental protection and product safety.

ISO 14000 certification of quality systems is becoming as popular as ISO 9000 certification. The influence of the humanistic component of quality has increased significantly. The attention of business leaders to meeting the needs of their staff is increasing.

The introduction of ISO 14000 and ISO 9000 standards, as well as self-assessment methods based on the European Quality Award models, is the main achievement of the fifth-star milestone.

1.3. Problems of development of the quality system in Russia

Experience in implementing TQM in Russian business indicate a lot of problems and mistakes that today prevent an adequate perception of the new business philosophy.

1. An evolutionary gap of 50 years. In the West, the philosophy of quality has successively passed through the stages of rejection, quality control, quality assurance, and has taken the form of total quality management. Moreover, the main driving force of this development has been and remains the consumer. It was the struggle for the consumer that forced managers to look for new approaches in business in order to best meet the needs of their customers with the highest quality. In the administrative-command system of the Soviet Union, supply and demand were the subject of state planning, there was no competition between producers. The consumer could not "vote with a ruble" for one or another manufacturer, because he actually had no choice, and had to buy what they sell. Artificial modeling of the market not only did not contribute, but, on the contrary, contradicted the philosophy of quality. The legacy of the Soviet system can also be overcome only by evolution. The advantage of the current position of Russia is that this path can be much shorter, because. accumulated world knowledge, experience, as well as mistakes and failures are already known. In addition, Russia has an extensive theoretical and methodological base in the field of quality of the Soviet period.

2. Placement of accents in the understanding of quality. It should be noted that systematic work in the field of improving product quality has been carried out in the USSR since the mid-1950s. The development of quality systems in the Soviet Union was of a regional nature, so the proposed approaches were associated with the place of their development: BIP - Saratov, KANARSPI - Gorky, SBT and KSUKP - Lvov, NORM - Yaroslavl, KSUKP and EIR - Dnepropetrovsk, KSPEP - Krasnodar. During this period, the national school of quality was still keeping pace with the times. However, the listed systems were created and used mainly at military-industrial complex enterprises. In the production of consumer goods under a planned distribution system, quality meant conformity to the standard. This understanding has firmly settled and still prevails in the minds of Russian managers and makes them think that quality parameters are set either by regulatory authorities or by the manufacturer. Today this is a serious mistake. Fostering a culture of quality based only on standards, especially in political-economic systems, carries certain risks. Such a psychology in a market system can lead to the fact that the company will produce products that are of high quality from its point of view, which will not find demand.

3. Specialists in the field of quality. During the Soviet period, a whole army of quality specialists was trained. Many of them are now involved in creating a new philosophy of quality for Russia. These people have a technical background, and this is a problem - a problem that is not quite obvious. The approach to quality as to compliance with the established standard has exhausted itself, modern quality management has long gone beyond mathematics and statistics, and the requirements for a quality specialist are knowledge of economics and management. However, to this day, the scope of interests and competence of Russian quality specialists is often limited to reducing the number of defects, increasing the reliability of products, that is, the technical component of production. Such a direct and indirect association between quality management and standardization determines the rather wide popularity of ISO 9000 standards in Russia. standardization of the management system at the enterprise is perceived by its creators not as an approach to improvement, but as a compliance with formal requirements.

4. Use of modern methods of improvement. As mentioned above, many approaches to improving the organization's management system and increasing its competitiveness are based on the principles of TQM. Some modern approaches are already being used in Russian business. This is ISO 9000, quality awards, self-assessment. How effective are these methods and tools on Russian soil? The answer cannot be unambiguous. Improvement approaches arise evolutionarily and have a methodological and practical basis. Managers of Western companies perceive customer orientation, continuous improvement, process approach, involvement and interest of employees, social responsibility of business as integral principles of doing business. In Russian business, these principles are introduced artificially, so the problem of adapting Western approaches comes to the fore. Managers, on the one hand, understand that it is necessary to change the philosophy, on the other hand, there are a lot of barriers: ignorance of how and what to change, resistance of employees, misunderstanding of colleagues and business partners.

Self-assessment of the organization is an effective tool that firmly takes its place among modern approaches to management. However, in Russia, self-esteem has not realized even a small part of its potential. In addition to financial indicators, Russian leaders evaluate little in the organization. There are several reasons for this. Firstly, the lack of criteria for assessment or ignorance of self-assessment methods. Secondly, there is a serious distortion of data when middle managers and employees are involved in the process of self-assessment. - The desire to embellish the existing state of affairs in order to please the leader, the fear of pointing out mistakes and miscalculations, as well as Russian folk wisdom "the initiative is punishable" - all this interferes with an objective assessment of the organization. Thirdly, the leaders of large business companies shift all quality assessment activities to the relevant divisions of the company, while in small businesses, leaders know the areas for priority improvements and do not see the point in "useless, in their opinion, a waste of time and effort."

Benchmarking or reference comparison over the past ten years has become one of the most effective and recognized tools for improving the organization in modern business and throughout recent years one of the three most popular management tools among top managers of large companies (according to BAIN & Co). Firms using benchmarking are emerging in Russia, but so far there are only a few such companies, and they are mainly representatives of large businesses that have business contacts with foreign partners. For most managers of small and medium-sized enterprises in Russia, "benchmarking" is an unfamiliar word, and benchmarking is perceived not as a management method, but as a regular competitor analysis or marketing research. In addition, the development of benchmarking in Russia is hampered by the "complex of secrecy" of domestic business.

Analyzing any of the improvement tools, we come to one conclusion that the lack of a basic TQM culture hinders the effective implementation and use of these tools in Russian business. You can't improve what isn't there yet. First, the formation of a culture of quality - and only then its improvement.

5. Customer satisfaction. The opinion of the consumer has become important for Russian companies when I had to fight for it. Russian companies have already mastered the skills of market research and attracting new customers quite well. However, customer satisfaction does not mean just the ability to impose your product, customer satisfaction is the art of giving the consumer what he expects and even more. For Russian managers, it is important to feel the logical chain from the point of view of the consumer: purchase - satisfaction - repeated purchase. For foreign companies, the task is not so much to find new customers as to keep existing ones, i.e. increase the share of regular customers.

2. Analysis of the quality management system at the enterprise

2.1. General characteristics of the enterprise

Society with limited liability SOK-TRANS LTD was established on October 22, 2002 in accordance with the Civil Code of the Russian Federation 1 , the Federal Law “On Limited Liability Companies” 2 .

The Company has a Charter approved by the Decision of the Founder No. 1 dated October 28, 2004.

The founder of the Society is individual. To ensure the activities of the Society created authorized capital in the amount of 10,000 rubles at the expense of the founder's contribution in cash.

The Company has no branches and representative offices. subsidiaries and dependent companies no.

Form of ownership: private.

Full corporate name of the Company: Limited Liability Company "SOK-TRANS LTD".

Location of the Company: 445043, Samara Region, Tolyatti, Severnaya St., D 29.

The purpose of the Company's activities is to make a profit.

The company carries out any types of activities not prohibited by law, including the subject of the company's activities are:

transportation of goods by road and rail;

passenger, baggage, cargo-luggage and cargo transportation;

services of road-building machines, car services;

freight forwarding, loading and unloading, rigging, storage works and services;

activities for maintenance and repair of vehicles, carried out on a commercial basis, including: maintenance and repair services for cars and trucks, buses, bodies, working bodies, equipment and accessories of special and specialized vehicles;

The company has a number of licenses Appendix 3

The main criterion for the development of SOK-TRANS LTD LLC is:

improving the quality of customer service of the company;

increasing the fleet of own rolling stock and speed of delivery;

reduction in the cost of services.

There is no joint activity.

Main sales markets:

Tolyatti

Samara;

Samara Region;

Ulyanovsk region;

Saratov region;

Orenburg region.

The main competitors of the enterprise:

SIGMA, OOO

SPETSAVTOTRANS, OOO

SPECIALIZED ROAD TRANSPORT, CBM

ST 1, OOO

ST 2, OOO

ST 3, OOO

ST 4, OOO

CONSTRUCTION AND COMMERCIAL ENTERPRISE VOLGASTROY-INDUSTRIAL, LLC

STROYTRANS JSC

SYZRAN CARGO AUTOMOTIVE PLANT, OJSC

SYZRANGRUZAVTO, OOO

TATISCHEV, OOO

TOAZ-TRANS, OOO

TRADE AND INDUSTRIAL COMPANY TITAN-SERVICE, LLC

The average number of employees is 34 people.

The founder (participant) of the Company is an individual citizen of the Russian Federation.

The supreme governing body of the company is the general meeting of participants in the company.

2.2. Analysis of the effectiveness of the quality system

The production process at SOK-TRANS LTD LLC is as follows.

The dispatcher considers and accepts applications from customers, prepares a draft contract. Clients sign a contract with the CEO.

Next, the dispatcher sends requests to drivers who directly organize transportation. In addition, drivers monitor the condition of vehicles, carry out maintenance in a timely manner together with locksmiths.

Locksmiths ensure the good condition of vehicles, carry out routine maintenance approved by the mechanic, unscheduled repairs. All necessary materials, spare parts are purchased from the warehouse through the storekeeper.

The operational management of the production process, which is entrusted to the mechanic and the dispatcher, includes the functions of scheduling and dispatching production, ordering work and monitoring the timing of their implementation. The operational management of production includes determining the volume of transportation per day, issuing work orders, placing orders for materials, monitoring the timing of execution and completion of services.

In the process of conducting a diagnostic audit, the efficiency of the enterprise's production activities is comprehensively analyzed, weaknesses, the volume and reasons for the provision of services with inconsistencies, the costs of preventive measures and control in the production process are identified.

A typical distribution of costs that may arise when conducting such an analysis is as follows (Appendix 4).

As follows from the above diagram, the cost of services with discrepancies (internal and external) can reach 80%. Moreover, this set of costs includes not only the cost of the most inappropriate services, but also excessive production time, redistribution of work, compensation for damages on claims, consideration of complaints, etc. allocate the above additional costs and do not take them into account, attributing them to various expense items, as a result of which an unreasonable rise in the cost of processes occurs, which falls out of control and becomes a working norm.

As a general trend, it was revealed that the enterprise does not conduct systematic work to improve and stabilize the quality of services provided, the preventive actions taken, including to ensure the stability of technological indicators, are rather episodic and relative. Information about the services provided with inappropriate quality in most cases was not properly taken into account and not analyzed, which led to a distortion in the nature and distribution of the costs of quality assurance. In some cases, such services identified before the completion of the technological process were not recorded in any reports.

Also, regularities in the distribution of costs for services with inconsistencies due to their causes were identified (Appendix 5).

In most cases (up to 38%), there is a weak level of route planning, application fulfillment, ignorance of the location, condition of vehicles, cargo.

The second most significant reason for the occurrence of inconsistencies (up to 22%) lies in the lack of knowledge of the staff. Workers often do not know the purpose and technological properties of raw materials, materials, cannot "see" the prerequisites for the occurrence of inconsistencies, work "blindly" following the orders of the mechanic, perceiving the measures necessary to ensure the safety and quality of services as a whim of the authorities or as unreasonably difficult working conditions (in primarily the work of long-distance drivers). The dissatisfaction of the working personnel, their low qualification and lack of interest in ongoing operations inevitably leads to negligence in the performance of their duties.

Thus, in conditions when the share of costs for preventive actions is extremely small at the enterprise and, in general, relatively little attention is paid to the system of measures aimed at preventing the occurrence of nonconformities, the costs for services of inappropriate quality appear and grow.

Chapter 3. Project for improving the quality management system of SOK-TRANS LTD LLC.

3.1. Implementation of the process approach of the quality system

The basis for the success of an enterprise in a market economy is a high level of organization of production, the core of which is a clear consciousness and implementation by each employee of his responsibility and his role in achieving high-quality final results by the enterprise. Therefore, it is proposed to introduce and certify the quality system in LLC "SOK-TRANS LTD" according to the standards of the ISO 9000 series.

As a positive point, it should be noted that the mere existence of an international quality management system certificate can be of decisive importance in attracting investments, as it increases the level of reliability and confidence in the enterprise on the part of potential investors, significantly reduces the risks when providing investment support to the enterprise and is a kind of guarantor for investment companies.

3.2. Resource management

To ensure and maintain the quality management system in working condition, the implementation of the Quality Policy at the enterprise, the necessary resources must be allocated: human; infrastructure; work environment; financial.

The determination of the need for resources must be determined at the beginning of the year in organizational and technical measures and additionally based on the results of corrective, preventive actions, analysis of the quality management system.

Resource management should be carried out by the management of the enterprise to increase the maximum satisfaction of the requirements - consumers through the implementation, functioning of the quality management system, continuous improvement of effectiveness and efficiency.

Human resources. To perform the tasks and functions assigned to structural units enterprises, employees are selected with appropriate education, qualifications, personal qualities, suitable for health reasons, who use their knowledge and abilities to achieve goals.

Requirements for the competence and awareness of personnel are defined in job descriptions and must be confirmed by the results of certification.

Training of personnel is aimed at teaching all categories of employees the techniques and methods necessary for high-quality work at a particular workplace.

Training and advanced training of personnel, including new employees, contributes to the understanding of the Quality Policy, as well as the development of methods and tools that ensure the full participation of personnel in the functioning of the quality management system.

Infrastructure. To achieve compliance with the established requirements for services, the enterprise has and maintains an infrastructure that is provided with the necessary resources. The infrastructure includes:

buildings (repair and construction site);

process equipment;

informational resources.

Work environment. To ensure the conditions of production, the enterprise monitors the state of the production environment in accordance with the requirements of sanitary rules and regulations.

Responsibility for resource management rests with the heads of departments under the direction of the CEO for:

financial support - chief accountant;

infrastructure, production environment and their provision - mechanics, safety engineer;

information support - chief accountant;

provision of human resources - CEO.

3.3. Service Life Cycle Planning

Process management includes their planning, creation of conditions for the high-quality execution of technical processes, control, analysis and adjustment of processes based on the results of control.

Identified deviations from the norms are brought to the attention of all interested departments and eliminated or corrected.

Identification and traceability in the process of providing a service is necessary in order to determine, if necessary, the place and time of occurrence of nonconformity and determine the appropriate corrective and preventive actions.

The status of control and testing allows you to distinguish a verified service from an unverified one, establish the fact of acceptance and determine the person responsible at this stage.

In the production process, work is underway to maintain equipment in working condition, to comply with technological discipline.

3.4. Implementation of a system for monitoring and managing transport and assessing the economic efficiency of design solutions

Based on the analysis, a discrepancy between the services provided and the established requirements was revealed due to a weak level of route planning, fulfillment of applications, poor awareness of the location, condition of vehicles, and cargo.

In order to eliminate these negative factors, it is proposed to introduce an AutoTracker transport monitoring and control system that operates via the Internet, using the resources of GSM cellular networks and the GPS satellite navigation system. The system solves the issues of separation of access rights and information security at a modern level, uses the latest achievements in the field of communications, and implements advanced approaches in the field of transport management.

On the technical side, AutoTracker is a special device installed in a vehicle, which, receiving information from GPS satellites, determines the location and speed of the vehicle, reads the readings of additional sensors, and remembers this data with reference to time. At certain intervals, a package of accumulated data is transmitted in encrypted form via the GSM mobile communication network to the dispatch center, where this data is stored on the server and used to generate reports for the client.

Reporting data superimposed on an electronic map of the area (city, region, country, continent) allows you to track the route of the vehicle, places and duration of stops, the status of additional sensors. Additional sensors can be installed on any components and assemblies of the car, from the sensor for opening the saloon door, trunk or cargo compartment (in the case of a truck) and up to video surveillance of the interior.

At the same time, in emergency cases, the dispatcher of SOK-TRANS LTD LLC can send commands to turn on the alarm, close the doors, block the engine or cut off the fuel supply.

Comprehensive assessment economic effect quality management at the enterprise allows you to choose activities that will give the maximum effect in the real conditions of the development of the enterprise.

Assessment of possible risks. Potential risks of LLC "SOK-TRANS LTD" are represented by production, commercial, financial risks and risks associated with force majeure.

Production risks are associated with various violations in manufacturing process or in the process of supplying raw materials, materials. Measures to reduce production risks are effective control over the course of the production process and increased influence on suppliers by duplicating them.

Commercial risks are associated with the sale of products on commodity market(a decrease in the size and capacity of the market, a decrease in effective demand, the emergence of new competitors, etc.).

Measures to reduce commercial risks are:

systematic study of market conditions;

Financial risks are caused by inflationary processes, comprehensive non-payments, fluctuations in the exchange rate of the ruble, etc. They can be reduced by creating a financial management system at the enterprise, working with suppliers, on a preliminary basis, with customers - on an advance payment.

Force majeure risks are risks caused by unforeseen circumstances (natural disasters, a change in the country's political course, a strike, etc.). The measure of their reduction is the work of the enterprise with a sufficient margin of financial strength.

Overall project risk plan.

Type of risk	Risk weight	Average risk probability %	Negative impact on the expected profit from the implementation of the project (probability of value)
Unforeseen costs, including due to inflation
Late order fulfillment
Supplier dishonesty
Demand volatility
The emergence of an alternative product
Price cuts by competitors
Increasing production from competitors
Tax increase
Insolvency of the customer
Rising prices for raw materials, materials, transportation
Dependence on suppliers, lack of alternatives
Flaw working capital
Difficulties in recruiting skilled labor
Strike Threat
Attitude of local authorities
Insufficient level wages
Wear and tear of equipment
Instability of raw material quality

The probability of project failure is 16.5%.

Main characteristics of the project

Initial data for determining the profitability of the project, thousand rubles.

Indicators
1. The cost of purchasing equipment and its delivery
2. Staff training costs
3. Service life of the equipment after commissioning, year
4. Guaranteed scope of services
5. Operating costs
6. Fixed costs
acquisition of fixed assets
7. Project risk level, %

Determination of one-time costs, thousand rubles.

2006: 60.00

2007: 65.00

2008: 79.00

Determination of income from the project at the end of the year, thousand rubles.

2006: 7074 - 6966 + 4.5 = 112.5

2007: 8064 - 7811, 9 + 9, 4 = 261.5

2008: 9193 - 9004 + 15.3 = 204.3

Rice. Diagram of financial flows of an innovative project

The basic formula for calculating the discount factor (d):

where a is the accepted price of capital, b is the risk level of this project, c is the risk level of working in the foreign exchange market.

d = 0 +0.165+ 0 = 0.165

The net discount income of the project (NPV) is determined by the formula:

where D i – income of the i-th period, k i – expenses of the i-th period.

Calculation of net present value for the project, thousand rubles

The yield index (ID) is the ratio of the total discounted income to the total discounted costs:

ID = 503.4 / 177.4 = 2.838

The average annual profitability of the project P \u003d ID / n * 100% \u003d 2.838 * 100% / 3 \u003d 94.58%.

The payback period of the project T ok = 177.4 / 362 = 0.49 years.

Conclusion

At present, the situation with quality in all spheres of the Russian economy is exceptionally difficult, the gap between the quality of products from Russia and the leading industrialized countries is growing catastrophically. If we do not want to be on the sidelines of the road that all civilized countries are moving towards progress and prosperity, we need to look for ways to overcome the gap in quality and, over the next ten years, get as close as possible to the quality level of products of countries with highly developed economies.

This will allow Russia to enter the world market with a technically complex, science-intensive products, and not with oil, gas, timber, other raw materials and products of their primary processing, to join the European Union and the World Trade Organization.

All over the world, the quality of products has become the main lever for the economic development of individual organizations and states as a whole. In many countries, achieving high quality products that meet consumer requirements has become a key element of economic strategy and an important factor in market and financial success.

The quality system is important when negotiating with foreign customers, who consider it a prerequisite for the manufacturer to have a quality system and a certificate for this system issued by an authoritative certification body. The quality system should take into account the characteristics of the enterprise, ensure the minimization of costs for product development and its implementation. The consumer wants to be sure that the quality of the supplied products will be stable and sustainable.

Modern quality management proceeds from the fact that quality management activities cannot be effective after the products are produced, these activities must be carried out during the production of products. Quality assurance activities that precede the manufacturing process are also important.

Quality is determined by the action of many random, local and subjective factors. To prevent the influence of these factors on the level of quality, a quality management system is needed. This requires not separate isolated and episodic efforts, but a set of measures to constantly influence the process of creating a product in order to maintain an appropriate level of quality.

The problem of ensuring consistently high quality of manufactured products is complex. It cannot be solved by holding separate and even large, but disparate events. Only through systematic and comprehensive, interconnected and simultaneous implementation of technical, organizational, economic, legal and social measures on a scientific basis, it is possible to quickly and steadily improve the quality of products.

In order to overcome the lag in the field of quality, it is necessary in the coming years not only to bring the technical equipment of domestic organizations, technology and production culture to the level of leading industrialized countries, but also to solve the problem of training professional workers in quality (quality specialists, quality system managers, quality auditors). ) and mass training of workers at all levels - workers, specialists and heads of organizations - in the methods of modern quality management.

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The direction of improving the existing product quality management system should be such that it is ensured its functioning on the basis of a real quality management mechanism focused on the manufacture of competitive products that meet the requirements of existing and potential customers. In this case, it is necessary to focus on the use of the following fundamentally important provisions in the product quality management system:

The priorities in the quality management system of structures should be arranged so that the first place is the quality of products for the benefit of the consumer. In every enterprise, all workers and employees need to know and strive to make products “better and bigger”. The management of the enterprise should be intelligible on the basis of business case to communicate to the production departments that the task of ensuring quality is in the first place, and the volume of production is only in the second place, and insist on the implementation of this approach. This approach should not be limited to call and command.

Everywhere and constantly reinforce the above approach by pursuing a new investment and innovation policy, moving from the traditional increase in production volumes to the reconstruction, re-equipment and renewal of fixed assets and the products themselves, ensuring a significant increase in product quality.

The enterprise must have and implement a rational system for collecting, accounting, processing, analyzing and storing information about product quality for a certain period of time.

To ensure the required quality of each type of product, the enterprise must have a separate product quality management system.

Improvement of logistics should be carried out by the ability to find the right suppliers, increase the interest of each supplier and establish close contacts with them of a multifaceted nature.

Management actions must be effective and carried out in relation to all stages of the life cycle of structures.

A product quality management system can be considered effective when the manufactured products meet the requirements of the consumer and the availability effective system product quality management is recognized by the consumer.

Creation of a system of continuous training in the field of product quality management and education of all workers (pupils, students, craftsmen) in the spirit of respect for consumers and customers. The product quality management system should be clear to everyone. For education at the national and regional levels, it is advisable to connect the media, including radio, television, and the press. It is necessary to organize the publication of mass magazines on product quality for various categories of students (workers, foremen, engineers). It is necessary to create specialized centers for training and advanced training in the field of management and improving product quality, various schools and quality courses, which can also be taught by specialists from other countries. After all, it is well known that only highly qualified specialists can create products with high quality.

Attracting a much wider range of workers to quality groups and increasing their activity and work efficiency.

Expansion and implementation of a whole range of measures that ensure the implementation of the human factor in production and social relations.

The use of professionals in the field of product quality management in carrying out all work to improve the product quality management system.

It is necessary to introduce a quality management system at the enterprise.

In accordance with this, ways and means of achieving a given level of quality should be sought.

Achieving the interest of senior management.

Establishment of a leadership council for quality improvement.

Involvement of the entire management team.

Ensuring collective participation in quality improvement.

Ensuring individual participation in quality improvement.

Creation of groups for improving systems, regulating processes.

More complete involvement of suppliers in the struggle for quality.

Measures to ensure the quality of the functioning of the management system.

9. Short term plans and a long-term performance improvement strategy.

Creation of a merit recognition system.

These comparisons reflect the essence of organizational - economic fundamentals quality management in the enterprise.

Conclusion

Analysis of the development of forms and methods of organizing work to improve quality, identifying the possibility of applying the principles of general management theory to work on quality, developing schemes for a quality management mechanism, determining the nature of needs, the state of the market situation as the initial element of managing the quality of a product or service, critical consideration of the definitions of fundamental terms testifies to the following:

modern organization It is theoretically permissible, but practically expedient and effective to build work on quality not on general global control, but on the principles of a general theory of management based on schemes of product quality management mechanisms.

Modern management product quality should directly focus on the nature of needs, their structure and dynamics; capacity and market conditions; incentives due to economic and technical competition, characteristic of market relations.

Modern quality management at an enterprise, regardless of the form of ownership and the scale of production activities, should optimally combine actions, methods and means that ensure, on the one hand, the manufacture of products that meet the current demands and needs of the market, and, on the other hand, the development new products capable of meeting future needs and future demands of the market.

circuit diagram quality management mechanism should organically interact with marketing research and include a quality policy development unit.

The creation of management systems at the enterprise, as their analysis shows, has led to a significant expansion of tasks to improve the quality of products and the redistribution of functions between their divisions and services.

The need for this is due, in particular, to the emergence of such new tasks as planning and assessing the quality of labor, analyzing product quality, monitoring performance discipline, operational planning to improve product quality, etc.

It represents the next, higher stage of the organization of work on quality. This stage is characterized by the transition from decisions made on the basis of intuition and practical experience of individual managers to scientific, formalized management methods based on the consideration of cause-and-effect relationships in the formation of product quality. An integrated product quality management system is a complex hierarchical man-machine system. It provides for the use, along with heuristic methods, of the algorithmic rules necessary for the use of computers.

The direction of improving the current product quality management system should be such that its functioning is ensured on the basis of a real quality management mechanism focused on the manufacture of competitive products that meet the requirements of existing and potential construction customers.

The set of quality management principles formulated here should not be considered mandatory for any enterprise, regardless of the degree of technology perfection, industry affiliation and type of product. This is a set from which, when forming a quality policy, each enterprise can extract for itself a certain number of principles that are relevant to it, depending on the goals in the field of quality, the perfection of the quality management system, and the type of product.

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