The means of preventing the deterioration of the quality system is to conduct. Prevention of quality problems: the experience of the Tractor Plants Concern. The Importance of Standardization and Certification

1.The meaning of standardization and certification

Quality system - totality organizational structure, allocation of responsibilities, processes, procedures and resources, providing overall quality management. This definition is given in the international standard ISO 8402.

To conclude a contract for the supply of products, a foreign client puts forward a requirement that the manufacturer has a quality system and a quality system, that there is a certificate for a quality system issued by an authoritative certification body.

Quality management is largely based on standardization. Standardization is a normative way of managing. Its impact on the object is carried out by establishing norms and rules, formalized in the form of regulatory documents that have legal force.

A standard is a normative and technical document that establishes the basic requirements for product quality.

An important role in quality management belongs to specifications.

Specifications is a regulatory and technical document that establishes additional requirements for state standards, and in their absence, independent requirements for product quality indicators, as well as equated to this document. technical description, recipe, reference sample

Standards define the procedure and methods for planning product quality improvement at all stages life cycle, establish requirements for the means and methods of quality control and assessment.

Product quality management is carried out on the basis of state, international, industry standards and enterprise standards.

International organizations for standardization and product quality

The excess of supply over demand, the competition for the buyer led to the need to develop objective indicators to assess the company's ability to produce products with the necessary quality characteristics. At the same time, the quality of manufactured and supplied products must be stable and sustainable throughout the duration of the contract. The guarantor of stability is the presence of a quality system in the manufacturer that meets internationally recognized standards.

The International Organization for Standardization (ISO) was established in 1946 by the UNO at a meeting of the Committee for the Coordination of UN Standards to promote standardization on a global scale to facilitate international trade and mutual assistance; to expand cooperation in the field of intellectual, scientific, technical, economic activities.

The main activity of ISO is the development of International Standards. ISO standards are voluntary for use. However, their use in national standardization is associated with the expansion of exports, the sales market, and maintaining the competitiveness of manufactured products.

International Electrotechnical Commission (IEC).

Created in 1906 in London. After its creation in 1946, ISO joined it on an autonomous basis, retaining independence in financial and organizational matters. Engaged in standardization in the field of electrical engineering, electronics, radio communications, instrument making. ISO - in all other industries.

The objectives of the IEC are to promote international cooperation in solving the issues of standardization in the field of electrical engineering, radio electronics. The main task is to develop international standards in the relevant field.

Modern methods of quality management are increasingly used in Russian enterprises. However, there is still a backlog from foreign firms.

For example, product certification (independent confirmation of product compliance with established requirements) in countries with market economy introduced in the early 80s. In Russia, the law "On Certification of Products and Services" appeared in 1992.

The first editions of the ISO 9000 series of international standards have been released. By the beginning of the 1990s, certification of quality systems abroad had become widespread. In Russia, the first certificate for the quality system was issued in 1994.

Since the mid-1990s, experts and practitioners abroad have been linking modern methods quality management with the TQM methodology - general (all-encompassing, total) quality management.

Certification of the quality system consists in confirming its compliance with certain requirements that the manufacturer has established/accepted

(independently or under the influence of external circumstances, for example, at the request of the customer).

Quality requirements are defined by the International Organization for Standardization (ISO or ISO). International Standard Organization - ISO. Requirements for quality systems are contained in the ISO 9000 series of standards:

ISO 9000 "General quality management and quality assurance standards - Guidelines for selection and use."

ISO 9001 "Quality system. Model for quality assurance in design and (or) development, production, installation and maintenance."

ISO 9002 "Quality system. Model for quality assurance in production and installation."

ISO 9003 "Quality system.. Model for quality assurance in final inspection and testing."

ISO 9004 "General quality management and elements of a quality system - Guidelines".

The basis of the State Standardization System Russian Federation(GSS) are five standards:

GOST R 1.0-92 "State standardization system of the Russian Federation. Basic provisions.

GOST R 1.2-92 "State standardization system of the Russian Federation. Procedure for the development of state standards."

GOST R 1.3-92 "The state system of the Russian Federation. The procedure for coordination, approval and registration specifications".

GOST R 1.4-92 "State system of the Russian Federation. Enterprise standards. General provisions."

GOST R 5 "State system of the Russian Federation. General requirements to the construction, presentation, design and content of standards.

There are three state quality standards in Russia:

GOST 40.9001-88 "Quality system. Model for quality assurance in design and (or) development, production, installation and maintenance"

GOST 40.9002-88 "Quality system. Model for quality assurance in production and installation."

GOST 40.9003-88 "Quality system. Model for quality assurance during final inspection and testing".

The State Standards of the Russian Federation include the following provisions:

Requirements for the quality of products, works and services that ensure safety for life, health and property, protection environment, mandatory requirements for safety and industrial sanitation.

Requirements for compatibility and interchangeability of products.

Methods for controlling the requirements for the quality of products, works and services that ensure their safety for life, health and property, environmental protection, compatibility and interchangeability of products.

Basic consumer and operational properties of products, requirements for packaging, labeling, transportation and storage, disposal.

Provisions ensuring technical unity in the development, production, operation of products and provision of services, rules for ensuring product quality, safety and rational use of all types of resources, terms, definitions and other general technical rules and norms.

Conditions for preparing quality systems for certification:

Existence of well-established procedures.

Few returns/rejections.

Availability of testing laboratories.

High performance.

Availability of quality managers in the enterprises.

Application of statistical methods of process control.

Have documented procedures

Availability of institutionalized quality systems

Availability of a quality department

Organization of product control

Accurate definition of responsibility.

Organization of defect detection.

A certified quality management system is a guarantee of high stability and sustainability of the quality of products manufactured by the supplier.

Having a quality system certificate is necessary condition to save competitive advantage on the market.

1. No problems with production management.

2. Few claims from customers.

Options for assessing the supplier's quality management system by the customer:

The customer is satisfied with the statement that the supplier has a quality system.

The client asks to provide documents in support of such an assertion.

The customer wants to test and evaluate the supplier's quality system itself.

The client requires certification of the quality system by a body he trusts.

2. Quality system

The quality system is created and implemented as a means of ensuring the implementation of a certain policy and the achievement of the goal.

The company's policy in the field of quality is formed by the top management of the enterprise.

The quality system includes: quality assurance; quality control; quality improvement. It is created by the management of the enterprise as a means of implementing the quality policy.

The quality system includes a customer (consumer) and a supplier (manufacturer).

The quality system that ensures the company's policy and the achievement of the goal in the field of quality includes:

Marketing, search and market research.

Design and/or development technical requirements, product development.

Logistics.

Preparation and development of technical processes.

Production.

Control, testing and surveys.

Packing and storage.

Implementation and distribution

Installation and operation.

Technical assistance in maintenance.

Disposal after use.

Primary is the formation and documenting management of the firm (enterprise) policy in the field of quality.

When developing a policy, there may be the following directions:

improvement of the economic situation of the enterprise by improving the quality;

expanding or conquering new markets;

achieving a technical level of products that exceeds the level of leading enterprises and firms;

defect reduction, etc.

The quality policy should be set out in a special document, drawn up in the form of a program.

The overall quality management system may have subsystems for certain types of products or activities of the company.

Quality assurance activities include:

planning and design;

design technological processes and production preparation;

manufacturing;

quality checking;

prevention of quality deterioration;

after-sales service;

obtaining information from the consumer;

checking the quality assurance system.

Example. The Aggregate Plant carried out work on the introduction of a product quality management system in connection with increasing competition in the sales market. The work proceeded according to the following scheme.

At the end of May CEO signed "Quality Manual of Aggregate Plant". The document contains the main provisions for managing, ensuring and improving the quality of the plant's products, relating to all production units, marketing, design and sales services.

A quality service has been created to coordinate all departments of the enterprise in the field of quality. Quality service develops guidelines by quality. Functionally and administratively, this service reports only to the Director General.

The quality service is built in accordance with ISO 9001 standards.

The functional subordination of the plant services to the quality service is shown in fig. 6.1.

Rice. 1. Functional subordination of the plant services to the quality service

Thus, the functional subordination of the quality service includes: the marketing service, the development directorate, the production directorate, the economics and finance directorate, the personnel directorate, and the sales department.

The management of the enterprise not only controls the compliance of quality with international standards, but strives for continuous improvement of quality.

Specialized services study the needs of consumers and their requirements for product quality.

Non-compliance of product quality with certain standards is revealed directly in the production process. For this, quality control is carried out throughout the entire technological chain:

input control of materials and components is provided by the relevant laboratories;

the plant's production combines active control methods built into technological equipment, as well as selective or full control over operations and final control finished products;

laboratories are equipped with special stands for periodic testing of products.

At the same time, the leaders of the enterprises give priority to the prevention of quality deviations from the standards, rather than detection and elimination.

All staff are involved in quality work. For this, measures have been developed to increase the motivation of employees, including a flexible system of incentives and penalties, and advanced training.

Strict requirements have been established for management personnel, involving disciplinary and material measures for omissions in quality work, for unwillingness or inability to fulfill their duties.

The quality manual clearly describes the functions of each of the divisions of the plant and the duties of the heads of divisions, provides for specific responsibility for failure to comply with instructions.

A quality control system has been developed for the sale of products and the purchase of materials and components. For this, a contract is drawn up.

When selling products of the company, the quality service, legal bureau, financial and economic department carefully analyze the needs of the company and the wishes of the client.

3. Structuring the quality function

Each product should reflect the main functional and stimulating characteristics of quality. In this case, we are talking about the quality, which is determined by the consumer. It must be assumed that the buyer is unlikely to talk about many indicators of quality. He is interested in no more than two or three. Therefore, there is a problem of engineering embodiment of quality in the product.

To solve this problem, the Quality Function Structuring (QFK) method is applied.

SFC was developed in Japan in the late 60s. One of the first to use it was MITSUBISHI at a construction shipyard in Kobe. Subsequently, this method became widespread in the Ford Corporation.

The Ford Corporation defines the structuring of the quality function as follows:

"A planning tool for translating the quality characteristics that the customer requires (i.e., his wants, needs, expectations) into suitable product features.

The SFC model was developed by Dr. F Yaukuhara. The SFC process consists of four phases:

Product development planning.

Project structuring.

Process planning.

Production planning.

Phase 1: Product Development Planning

Buyer requirements are established, understood and translated into engineering design language in terms called Proxy Quality Measures. The most important ones are used for the next phase.

Phase 2 Structuring the project

Are being considered various concepts development of a product that would satisfy the structuring requirements, and the best one is selected. The project is then detailed Special attention is given to the essential characteristics of the product, which are calculated from the requirements of the buyers, structured in phase 1. The details of product development are then structured in phase 3.

Phase 3. Process planning

The technological process of product development is considered. After selecting the most suitable process concepts capable of producing products given those characteristics that are already structured, the process is detailed in terms of essential steps and parameters. These characteristics are then structured in the next phase.

Phase 4. Production planning.

In this final phase, process control methods are considered. These methods should ensure the production of products in accordance with their the most important characteristics, determined in phase 2 and, therefore, satisfying the requirements of the buyer.

Therefore, throughout the 4-phase FCS process for product design, process development, and process engineering, a product is created that satisfies the customer's requirements.

SFC requires knowledge and experience from various fields and can be carried out by a team of specialists from different specialties.

4. Ongoing quality management

current management quality is related to the control of technological processes. The control parameters of the technological process are determined. Going outside the acceptable range of control parameters can lead to the release of defective products. Deviations of parameters occur under the influence of random factors. Statistical methods are used to control the quality of technological processes. The most common:

Pareto chart. It is used to assess the frequency of occurrence of defects (deviations in the dimensions of parts, low-quality raw materials, violation of the technological process, etc.).

The experience of studying the frequency of marriage shows that a small number of types of marriage makes up a large proportion of the total.

The total frequency of occurrence of defects in the "other" category should not exceed 10%, i.e., other types of defects should be included, the total share of which does not exceed 10%.

Ishikawa's scheme is a "fish skeleton".

Reflects the logical structure of relations between the elements, stages, works that make up the process under study. The scheme is based on the principle of four components that affect product quality: material, machines, raw materials, people. When constructing it, the factors are arranged in order of importance (the more significant factor is built closer to the goal). In this case, each factor goes through its own pre-processing cycle and can be divided into smaller, more detailed schemes. (see diagram).

The operations that make up the processing are shown by arrows. Each arrow is associated with estimates of certain indicators. For example, the product is heated, there is a need to control the temperature regime. "The fish skeleton is a tool for logical problem solving.

The scheme can be used in the analysis of the quality of products as a whole, as well as individual stages of its manufacture.

Checklists containing information about technological processes.

Histograms, control charts, etc. are used.

Control charts are one of the main tools in the vast arsenal of statistical quality control methods.

One of the main tools in the vast arsenal of statistical quality control methods are control charts. It is generally accepted that the idea of the control chart belongs to the famous American statistician Walter L. Shewhart. It was stated in 1924 and described in detail in 1931. Initially, they were used to record the results of measurements of the required properties of products. The parameter going beyond the tolerance field indicated the need to stop production and adjust the process in accordance with the knowledge of the specialist managing production.

This gave information about when someone, on what equipment, received marriage in the past.

However, in this case, the decision to adjust was made when the marriage had already been obtained. Therefore, it was important to find a procedure that would accumulate information not only for a retrospective study, but also for use in decision making. This proposal was published by the American statistician I. Page in 1954. Maps that are used in decision making are called cumulative.

The control chart (Figure 3.5) consists of a center line, two control limits (above and below the center line), and characteristic (quality score) values plotted on the map to represent the state of the process.

Rice. 5. Control card

In certain periods of time, n manufactured products are selected (all in a row; selectively; periodically from a continuous flow, etc.) and the controlled parameter is measured.

The measurement results are applied to the control chart, and depending on this value, a decision is made to correct the process or to continue the process without adjustments.

A signal about a possible adjustment of the technological process can be:

point going beyond the control limits (point 6); (the process is out of control);

the location of a group of successive points near one control boundary, but not going beyond it (11, 12, 13, 14), which indicates a violation of the equipment setting level;

strong scattering of points (15, 16, 17, 18, 19, 20) on the control map relative to the midline, which indicates a decrease in the accuracy of the technological process.

If there is a signal about a violation of the production process, the cause of the violation must be identified and eliminated.

Thus, control charts are used to identify a specific cause, not a random one.

A definite cause is to be understood as the existence of factors that allow study. Of course, such factors should be avoided.

Variation due to random causes is necessary, it inevitably occurs in any process, even if the technological operation is carried out using standard methods and raw materials. The exclusion of random causes of variation is technically impossible or economically impractical.

Often, when determining the factors influencing any performance indicator characterizing the quality, Ishikawa schemes are used.

They were proposed by a professor at the University of Tokyo Kaoru Ishikawa in 1953 when analyzing various opinions of engineers. Otherwise, the Ishikawa scheme is called a cause and effect diagram, a fishbone diagram, a tree, etc.

It consists of a quality indicator characterizing the result and factor indicators (Fig. 3.6).

The construction of diagrams includes the following steps:

selection of a performance indicator that characterizes the quality of a product (process, etc.);

selection of the main reasons affecting the quality score. They must be placed in rectangles ("big bones");

selection of secondary causes ("middle bones") influencing the main ones;

selection (description) of the causes of the tertiary order ("small bones") that affect the secondary ones;

ranking factors according to their importance and highlighting the most important ones.

Cause and effect diagrams have universal applications. So, they are widely used in highlighting the most significant factors affecting, for example, labor productivity.

It is noted that the number of significant defects is insignificant and they are caused, as a rule, by a small number of reasons. Thus, by finding out the causes of the appearance of a few essential defects, almost all losses can be eliminated.

Rice. 6. Structure of the Cause and Effect Diagram

This problem can be solved with the help of Pareto charts.

There are two types of Pareto charts:

1. According to the results of activities. They serve to identify the main problem and reflect undesirable results of activities (defects, failures, etc.);

2. For reasons (factors). They reflect the causes of problems that arise during production.

It is recommended to build many Pareto charts using various ways classifying both the results and the causes leading to those results. The best one should be considered such a diagram that reveals a few, essentially important factors, which is the goal of Pareto analysis.

The construction of Pareto charts includes the following steps:

The choice of the type of diagram (according to the results of activities or for reasons (factors).

Classification of results (causes). Of course, any classification has an element of convention, however, most of the observed units of any population should not fall into the "other" line.

Determination of the method and period of data collection.

Development of a data recording checklist listing the types of information collected. It must provide free space for graphical data logging.

Ranking of the data obtained for each tested feature in order of significance. The group "other" should be given in the last line, regardless of how large the number turned out to be.

Building a bar chart (Fig. 3.7).

Rice. 3.7. Relationship between types of defects and the number of defective products

Of considerable interest is the construction of PARETO charts in combination with a diagram of causes and effects.

Identification of the main factors affecting product quality allows you to link production quality indicators with any indicator that characterizes consumer quality.

For such linking, it is possible to use regression analysis.

For example, as a result of specially organized observations of the results of wearing shoes and subsequent statistical processing of the data obtained, it was found that the service life of shoes (y) depends on two variables: the density of the sole material in g / cm3 (x1) and the adhesion strength of the sole with upper shoes in kg/cm2 (x2). The variation of these factors by 84.6% explains the variation of the resulting attribute (multiple correction factor R = 0.92), and the regression equation is:

y = 6.0 + 4.0 * x1 + 12 * x2

Thus, already in the production process, knowing the characteristics of the factors x1 and x2, it is possible to predict the service life of shoes. By improving the above parameters, you can increase the period of wearing shoes. Based on the required service life of footwear, it is possible to choose technologically acceptable and economically optimal levels of manufacturing quality features.

The most widespread practice is to characterize the quality of the process under study by evaluating the quality of the result of this process. In this case, we are talking about quality control of products, parts obtained in a particular operation. The most widespread are non-continuous methods of control, and the most effective are those based on the theory of the sampling method of observation.

Consider an example.

At the light bulb factory, the workshop produces light bulbs.

To check the quality of the lamps, a set of 25 pieces is selected and tested on a special stand (voltage changes, the stand is subjected to vibration, etc.). Every hour take readings about the duration of the burning of the lamps. The following results are obtained.

6. Fundamentals of quality management

6.1 Significance of standardization and certification

Quality system - a set of organizational structure, distribution of responsibilities, processes, procedures and resources that provides overall quality management. This definition is given in the international standard ISO 8402.

A standard is a normative and technical document that establishes the basic requirements for product quality.

An important role in quality management belongs to specifications.

Specifications - this is a regulatory and technical document that establishes additional to state standards, and in their absence, independent requirements for product quality indicators, as well as a technical description, recipe, standard sample equated to this document

The standards define the procedure and methods for planning the improvement of product quality at all stages of the life cycle, establish requirements for the means and methods of quality control and assessment.

Product quality management is carried out on the basis of state, international, industry standards and enterprise standards.

International organizations for standardization and product quality

International Electrotechnical Commission (IEC).

Modern methods of quality management are increasingly used in Russian enterprises. However, there is still a backlog from foreign firms.

For example, product certification (independent confirmation of product compliance with established requirements) in countries with market economies was introduced in the early 80s. In Russia, the law "On Certification of Products and Services" appeared in 1992.

Since the mid-1990s, specialists and practitioners abroad have been linking modern quality management methods with the TQM methodology - universal (all-encompassing, total) quality management.

Certification of the quality system consists in confirming its compliance with certain requirements that the manufacturer has established/accepted

(independently or under the influence of external circumstances, for example, at the request of the customer).

ISO 9000"General Quality Management and Quality Assurance Standards. Guidelines for Selection and Application."
ISO 9001"Quality system. Model for quality assurance in design and (or) development, production, installation and maintenance."
ISO 9002
ISO 9003"Quality system.. Model for quality assurance in final inspection and testing."
ISO 9004"General Quality Management and Quality System Elements. Guidelines".

The basis of the State Standardization System of the Russian Federation (SSS) is five standards:

GOST R 1.0-92"State system of standardization of the Russian Federation. Basic provisions.
GOST R 1.2-92"State system of standardization of the Russian Federation. Procedure for the development of state standards."
GOST R 1.3-92"State system of the Russian Federation. Procedure for approval, approval and registration of technical conditions".
GOST R 1.4-92"State system of the Russian Federation. Enterprise standards. General provisions."
GOST R 5"State system of the Russian Federation. General requirements for the construction, presentation, design and content of standards."

There are three state quality standards in Russia:

GOST 40.9001-88"Quality system. Model for quality assurance in design and (or) development, production, installation and maintenance"
GOST 40.9002-88"Quality system. Model for quality assurance in production and installation."
GOST 40.9003-88"Quality system. Model for quality assurance in final inspection and testing".

The State Standards of the Russian Federation include the following provisions:

Requirements for the quality of products, works and services that ensure safety for life, health and property, environmental protection, mandatory requirements for safety and industrial sanitation.
Requirements for compatibility and interchangeability of products.
Methods for controlling the requirements for the quality of products, works and services that ensure their safety for life, health and property, environmental protection, compatibility and interchangeability of products.
Basic consumer and operational properties of products, requirements for packaging, labeling, transportation and storage, disposal.
Provisions ensuring technical unity in the development, production, operation of products and provision of services, rules for ensuring product quality, safety and rational use of all types of resources, terms, definitions and other general technical rules and norms.

Conditions for preparing quality systems for certification:

Existence of well-established procedures.
Few returns/rejections.
Availability of testing laboratories.
High performance.
Availability of quality managers in the enterprises.
Application of statistical methods of process control.
Have documented procedures
Availability of institutionalized quality systems
Availability of a quality department
Organization of product control
Accurate definition of responsibility.
Organization of defect detection.

A certified quality management system is a guarantee of high stability and sustainability of the quality of products manufactured by the supplier.

Having a quality system certificate is a prerequisite for maintaining competitive advantages in the market.

1. No problems with production management.

2. Few claims from customers.

Options for assessing the supplier's quality management system by the customer:

The customer is satisfied with the statement that the supplier has a quality system.
The client asks to provide documents in support of such an assertion.
The customer wants to test and evaluate the supplier's quality system itself.
The client requires certification of the quality system by a body he trusts.

6.2. Quality system

The quality system is created and implemented as a means of ensuring the implementation of a certain policy and the achievement of the goal.

The company's policy in the field of quality is formed by the top management of the enterprise.

The quality system includes: quality assurance; quality control; quality improvement. It is created by the management of the enterprise as a means of implementing the quality policy.

The quality system includes a customer (consumer) and a supplier (manufacturer).

The quality system that ensures the company's policy and the achievement of the goal in the field of quality includes:

Marketing, search and market research.
Design and / or development of technical requirements, product development.
Logistics.
Preparation and development of technical processes.
Production.
Control, testing and surveys.
Packing and storage.
Implementation and distribution
Installation and operation.
Technical assistance in maintenance.
Disposal after use.

The primary is the formation and documentation of the quality policy by the management of the company (enterprise).

When developing a policy, there may be the following directions:

improvement of the economic situation of the enterprise by improving the quality;
expanding or conquering new markets;
achieving a technical level of products that exceeds the level of leading enterprises and firms;
defect reduction, etc.

The quality policy should be set out in a special document, drawn up in the form of a program.

The overall quality management system may have subsystems for certain types of products or activities of the company.

Quality assurance activities include:

planning and design;
design of technological processes and preparation of production;
manufacturing;
quality checking;
prevention of quality deterioration;
advertising;
sales;
after-sales service;
obtaining information from the consumer;
checking the quality assurance system.

At the end of May, the General Director signed the "Guidelines for the quality of the aggregate plant". The document contains the main provisions for managing, ensuring and improving the quality of the plant's products, relating to all production departments, marketing, design and sales services.

A quality service has been created to coordinate all departments of the enterprise in the field of quality. The quality service develops guidelines for quality. Functionally and administratively, this service reports only to the Director General.

The quality service is built in accordance with ISO 9001 standards.

The functional subordination of the plant services to the quality service is shown in fig. 6.1.

Rice. 6.1. Functional subordination of the plant services to the quality service

The management of the enterprise not only controls the compliance of quality with international standards, but strives for continuous improvement of quality.

Specialized services study the needs of consumers and their requirements for product quality.

Non-compliance of product quality with certain standards is revealed directly in the production process. For this, quality control is carried out throughout the entire technological chain:

input control of materials and components is provided by the relevant laboratories;
in the production of the plant, methods of active control are combined, built into technological equipment, as well as selective or complete control of operations and final control of finished products;
laboratories are equipped with special stands for periodic testing of products.

At the same time, the leaders of the enterprises give priority to the prevention of quality deviations from the standards, rather than detection and elimination.

All staff are involved in quality work. For this, measures have been developed to increase the motivation of employees, including a flexible system of incentives and penalties, and advanced training.

Strict requirements have been established for management personnel, involving disciplinary and material measures for omissions in quality work, for unwillingness or inability to fulfill their duties.

A quality control system has been developed for the sale of products and the purchase of materials and components. For this, a contract is drawn up.

When selling products of the company, the quality service, legal bureau, financial and economic department carefully analyze the needs of the company and the wishes of the client.

6.3. Structuring the quality function

To solve this problem, the Quality Function Structuring (QFK) method is applied.

SFC was developed in Japan in the late 60s. One of the first to use it was MITSUBISHI at a construction shipyard in Kobe. Subsequently, this method became widespread in the Ford Corporation.

The Ford Corporation defines the structuring of the quality function as follows:

"A planning tool for translating the quality characteristics that the customer requires (i.e., his wants, needs, expectations) into suitable product features.

The SFC model was developed by Dr. F Yaukuhara. The SFC process consists of four phases:

Product development planning.
Project structuring.
Process planning.
Production planning.

Phase 1: Product Development Planning

Buyer requirements are established, understood and translated into engineering design language in terms called Proxy Quality Measures. The most important ones are used for the next phase.

Phase 2 Structuring the project

Various concepts for developing a product that would satisfy the structuring requirements are considered, and the best one is selected. The project is then detailed, with particular attention to the essential characteristics of the product, which are calculated from the customer requirements structured in phase 1. The product development details are then structured in phase 3.

Phase 3. Process planning

Phase 4. Production planning.

In this final phase, process control methods are considered. These methods must ensure that the products are produced in accordance with their essential characteristics identified in phase 2 and, therefore, satisfy the requirements of the buyer.

Therefore, throughout the 4-phase FCS process for product design, process development, and process engineering, a product is created that satisfies the customer's requirements.

SFC requires knowledge and experience from various fields and can be carried out by a team of specialists from different specialties.

6.4. Ongoing Quality Management

Current quality management is associated with the control of technological processes. The control parameters of the technological process are determined. Going outside the acceptable range of control parameters can lead to the release of defective products. Deviations of parameters occur under the influence of random factors. Statistical methods are used to control the quality of technological processes. The most common:

Pareto chart. It is used to assess the frequency of occurrence of defects (deviations in the dimensions of parts, low-quality raw materials, violation of the technological process, etc.).

The experience of studying the frequency of marriage shows that a small number of types of marriage makes up a large proportion of the total.

The total frequency of occurrence of defects in the "other" category should not exceed 10%, i.e., other types of defects should be included, the total share of which does not exceed 10%.

Ishikawa's scheme is a "fish skeleton".

The scheme can be used in the analysis of the quality of products as a whole, as well as individual stages of its manufacture.

Checklists containing information about technological processes.

Histograms, control charts, etc. are used.

Control charts are one of the main tools in the vast arsenal of statistical quality control methods.

One of the main tools in the vast arsenal of statistical quality control methods are control charts. It is generally accepted that the idea of the control chart belongs to the famous American statistician Walter L. Shewhart. It was expressed in 1924 and described in detail in 1931. . Initially, they were used to record the results of measurements of the required properties of products. The parameter going beyond the tolerance field indicated the need to stop production and adjust the process in accordance with the knowledge of the specialist who manages production.

This gave information about when who, on what equipment, received marriage in the past. .

Rice. 3.5. Control card

In certain periods of time, n manufactured products are selected (all in a row; selectively; periodically from a continuous flow, etc.) and the controlled parameter is measured.

The measurement results are applied to the control chart, and depending on this value, a decision is made to correct the process or to continue the process without adjustments.

A signal about a possible adjustment of the technological process can be:

point going beyond the control limits (point 6); (the process is out of control);
the location of a group of successive points near one control boundary, but not going beyond it (11, 12, 13, 14), which indicates a violation of the equipment setting level;
strong scattering of points (15, 16, 17, 18, 19, 20) on the control map relative to the midline, which indicates a decrease in the accuracy of the technological process.

If there is a signal about a violation of the production process, the cause of the violation must be identified and eliminated.

Thus, control charts are used to identify a specific cause, not a random one.

A definite cause is to be understood as the existence of factors that allow study. Of course, such factors should be avoided.

Often, when determining the factors influencing any performance indicator characterizing the quality, Ishikawa schemes are used.

It consists of a quality indicator characterizing the result and factor indicators (Fig. 3.6).

The construction of diagrams includes the following steps:

selection of a performance indicator that characterizes the quality of a product (process, etc.);
selection of the main reasons affecting the quality score. They must be placed in rectangles ("big bones");
selection of secondary causes ("middle bones") influencing the main ones;
selection (description) of the causes of the tertiary order ("small bones") that affect the secondary ones;
ranking factors according to their importance and highlighting the most important ones.

Cause and effect diagrams have universal applications. So, they are widely used in highlighting the most significant factors affecting, for example, labor productivity.

Rice. 3.6. Cause and Effect Diagram Structure

This problem can be solved with the help of Pareto charts.

There are two types of Pareto charts:

1. According to the results of activities. They serve to identify the main problem and reflect undesirable results of activities (defects, failures, etc.);

2. For reasons (factors). They reflect the causes of problems that arise during production.

It is recommended to build many Pareto charts, using various ways of classifying both the results and the reasons leading to these results. The best chart should be considered as one that reveals a few, essential factors, which is the goal of Pareto analysis.

The construction of Pareto charts includes the following steps:

Rice. 3.7. Relationship between types of defects and the number of defective products

Of considerable interest is the construction of PARETO charts in combination with a diagram of causes and effects.

Identification of the main factors affecting product quality allows you to link production quality indicators with any indicator that characterizes consumer quality.

For such linking, it is possible to use regression analysis.

For example, as a result of specially organized observations of the results of wearing shoes and subsequent statistical processing of the data obtained, it was found that the service life of shoes (y) depends on two variables: the density of the sole material in g / cm 3 (x1) and the adhesion strength of the sole with the top of the shoe in kg / cm 2 (x2). The variation of these factors by 84.6% explains the variation of the resulting attribute (multiple correction factor R = 0.92), and the regression equation is:

y = 6.0 + 4.0 * x1 + 12 * x2

Consider an example.

At the light bulb factory, the workshop produces light bulbs.

6; 6; 4; 5; 7;
5; 6; 6; 7; 8;
5; 7; 7; 6; 4;
5; 6; 8; 7; 5;
7; 6; 5; 6; 6.

First of all, you need to build a distribution series.

Burning time (x)	frequency (f)	In % of total	Accrued interest

Then you should define

1) average duration of burning of lamps:

hours;

2) Fashion (an option that is most often found in the statistical series). It is equal to 6;

3) Median (the value that is located in the middle of the series. This is the value of the series that divides its number into two equal parts). The median is also 6.

Let's build a distribution curve (polygon) (Fig. 3.8).

Rice. 3.8. Distribution of lamps by duration of burning

Let's define the scope:

R \u003d X max - X min \u003d 4 hours.

It characterizes the limits of change of a variable trait. Mean absolute deviation:

hours.

This is the average measure of the deviation of each feature value from the average .

Standard deviation:

hours.

Calculate the coefficients of variation:

1) in scope:

;

2) according to the average absolute deviation:

;

3) by the mean square ratio:

In terms of product quality, the coefficients of variation should be kept to a minimum.

Since the factory is not interested in the quality of pilot lamps, but of all lamps, the question arises of calculating the average sampling error:

hours,

which depends on the variability of the attribute () and on the number of selected units (n).

Limit sampling error  = t*. The confidence number t shows that the discrepancy does not exceed a multiple of the sampling error. With a probability of 0.954, it can be argued that the difference between the sample and the general will not exceed two values of the average sampling error, that is, in 954 cases, the representativeness error will not go beyond 2

Thus, with a probability of 0.954, the average burning time is expected to be no less than 5.6 hours and no more than 6.4 hours. From the point of view of product quality, it is necessary to strive to reduce these deviations.

Typically, in statistical quality control, the acceptable quality level, which is determined by the number of products that passed the control and had a quality below the minimum acceptable quality, ranges from 0.5% to 1% of products. However, for companies that strive to produce only the highest quality products, this level may not be enough. For example, Toyota aims to reduce the defect rate to zero, keeping in mind that although millions of cars are produced, each customer buys only one of them. Therefore, along with statistical methods of quality control, the company has developed simple means of quality control of all manufactured parts (TQM). Statistical quality control is primarily used in the departments of the company, where products are manufactured in batches. For example, 50 or 100 parts enter the tray of a high-speed automatic process after processing, of which only the first and last pass the inspection. If both parts are free of defects, then all parts are considered good. However, if the last part turns out to be defective, the first defective part in the batch will be found and the entire defect will be removed. To ensure that no batch escapes control, the press automatically turns off after processing the next batch of blanks. The use of statistical sampling has a comprehensive effect when each production operation is performed stably due to the careful debugging of equipment, the use of quality raw materials, etc.

Statistical acceptance control plays an important role in quality assurance.

6.5. Statistical acceptance control by alternative feature. Standards for statistical acceptance control.

The main characteristic of a batch of products on an alternative basis is the general proportion of defective products.

D is the number of defective items in a batch of N items.

In the practice of statistical control, the general share q is unknown and should be estimated from the results of control of a random sample of n items, of which m are defective.

A statistical control plan is a system of rules that specifies the methods for selecting items for testing and the conditions under which a lot should be accepted, rejected, or continued to be tested.

There are the following types of plans for statistical control of a batch of products on an alternative basis:

Single-stage plans are simpler in terms of organizing production control. Two-stage, multi-stage and sequential control plans provide, with the same sample size, greater accuracy of decisions, but they are more complex in organizational terms.

The task of selective acceptance control is actually reduced to a statistical verification of the hypothesis that the proportion of defective products q in the batch is equal to the allowable value q o , i.e. H 0: :q = q 0 .

A task right choice The plan of statistical control is to make Type I and Type II errors unlikely. Recall that errors of the first kind are associated with the possibility of erroneously rejecting a batch of products; errors of the second kind are associated with the possibility of erroneously skipping a defective batch

Statistical Acceptance Control Standards

For the successful application of statistical methods of product quality control, the availability of relevant guidelines and standards, which should be available to a wide range of engineering and technical workers, is of great importance. Standards for statistical acceptance control provide an opportunity to objectively compare the quality levels of batches of the same type of product both over time and across different enterprises.

Let us dwell on the basic requirements for standards for statistical acceptance control.

First of all, the standard should contain a sufficiently large number of plans with different operational characteristics. This is important, as it will allow you to choose control plans, taking into account the characteristics of production and customer requirements for product quality. It is desirable that different types of plans be specified in the standard: single-stage, two-stage, multi-stage, sequential control plans, etc.

The main elements of acceptance control standards are:

1. Tables of sampling plans used in the normal course of production, as well as plans for enhanced control in conditions of disorder and to facilitate control when achieving high quality.

2. Rules for choosing plans, taking into account the features of control.

3. Rules for the transition from normal control to enhanced or light control and the reverse transition during the normal course of production.

4.Methods for calculating subsequent estimates of the quality indicators of the controlled process.

Depending on the guarantees provided by acceptance control plans, the following methods for constructing plans are distinguished:

The first system of statistical acceptance control plans, which found wide application in industry, was developed by Dodge and Rohlig. The plans of this system provide for the complete control of products from rejected lots and the replacement of defective products with good ones.

In many countries, the American standard MIL-STD-LO5D has become widespread. The domestic standard GOST-18242-72 is close in construction to the American one and contains plans for one-stage and two-stage acceptance control. The standard is based on the concept of an acceptable quality level (ARQ) q 0, which is considered as the maximum allowable consumer share of defective products in a batch manufactured during the normal course of production. The probability of rejecting a lot with a proportion of defective products equal to q 0 for standard plans is small and decreases as the sample size increases. For most plans does not exceed 0.05.

When testing products on several grounds, the standard recommends classifying defects into three classes: critical, major, and minor.

The quality management system is a set of management bodies and management objects, activities, methods and means aimed at establishing, ensuring and maintaining a high level of production.

The quality management system must meet the requirements of ISO 9000 standards.

Statistical methods play an important role in quality control.

In quality control, control charts are successfully used.

Pareto charts are used to identify a few, essential defects and their causes.

test questions

Are the requirements for packaging and labeling included in the State Standards of the Russian Federation? Yes; no.
Does the quality system include marketing, search and market research? Well no.
Are the requirements for product compatibility and interchangeability included in the State Standards of the Russian Federation? Yes; No
QA activities include after-sales service? Yes; no.
What is the purpose of the SPC method? Quality control of technological processes; Solutions to the problem of engineering embodiment of quality in a product.
Should the customer (consumer) and the supplier (manufacturer) interact in the quality system? Yes; no.
Is there a difference between ISO 9003 and ISO 9004? Yes; no.
Does it matter for the conclusion on the supply of products that the supplier has a quality system? Yes; no. Explain your position
Which of the phases of the SFC is the final one? Project structuring; technological process planning; production planning.
What international organization promotes international cooperation in matters of standardization in the field of radio electronics? ISO, IEC, Other organization.
Which of the following conditions are necessary for the preparation of quality systems for certification: compliance with the requirements for packaging, labeling; general technical rules and norms; availability of testing laboratories.
In which of the following stages are product development concepts considered? Product development planning; project structuring; production planning.
The overall quality management system may have subsystems for individual types of products. Yes; no.
The company's policy in the field of quality is formed by the management of: top management; middle management; lower level.
When preparing a quality system for certification, the use of statistical methods of process control is required.? Yes; no.
Is SFC applied at Russian enterprises? Yes; no.
Certification of the quality system consists in: carrying out ongoing quality control; obtaining consumer feedback on products; confirmation of compliance of the quality system with certain requirements.
Does the quality system that supports the company's policy include product design and development? Yes; no.
Is ongoing quality management related to process control? Yes; no.
Is it advisable to obtain information from the consumer for quality management: Yes; no.
Which of the following is the main activity of the International Organization for Standardization? Development of international standards Promoting international cooperation in solving the issues of standardization of electrical engineering.
Is the Quality Function Structuring (QFK) method promising for solving the quality problem? Yes; no.

The temperature inside the installation is measured at n=5 points. Based on the results of the control, k=40 samples, n=5 observations in each, the arithmetic mean x=202 ° C and the sample standard deviation S=2.5 ° C were calculated. Required with an error probability a = 0.05 (significance level):

a) build a control chart of the arithmetic mean (x-chart);

b) build a control chart of standard deviations (s-chart);

c) a control chart of medians, if it was previously found from the results of k samples that x med = 200 ° C.

Water valve bodies are processed in the workshop at three automatic machines. From the production of the first machine, n 1 = 20 hulls were selected for height control, the second n 2 = 18 and the third - n 3 = 22 hulls. According to the results of sampling control, the following values of the arithmetic mean х *j and corrected sample variances S 2 j were found (for all j = 1, 2, 3 machines):

x *1 =174.5mm
x *2 =174.3mm
x *3 =174.4 mm

Assuming that the hull height is a random variable with a normal distribution law, it is required:

a) compare the accuracy of automatic machines;

b) compare the level of adjustment of automatic machines;

c) compare the accuracy of the machines under the assumption that n 1 \u003d n 2 \u003d n 3 \u003d 20.

The problem of improving product quality is relevant for any enterprise, especially in present stage when the factor “quality of products”, which ensures its competitiveness, plays an increasingly important role in increasing the efficiency of production.

As you know, in order to successfully solve a problem, you need to know it well. In this regard, a number of questions can be posed: how long ago the problem of product quality arose and what are the reasons for its inception; why the urgency of this problem is increasing at the present stage; how this problem is solved at domestic and foreign enterprises, etc. Briefly, these questions can be answered as follows.

The analysis shows that the quality problem originated, manifested itself and objectively revealed itself with the development social production. It reflects the historical process of increasing the efficiency of human labor, the development of scientific and technological progress - STP, in one form or another manifests itself in all socio-economic formations.

In the early stages of the industrial revolution, objects of labor were created individuals or small groups of people who knew customer needs and planned to satisfy them. With development industrial production and the division of labor, the list of work performed has grown so much that the worker has lost sight of the final product of labor. As a result, the quality problem has increased dramatically. There was a need to determine intermediate indicators of product quality. Quality control services began to appear at enterprises.

The question of why the urgency of the problem of improving product quality is increasing at the present stage can be answered as follows.

First, the requirements of scientific and technical progress have increased, which dictate fundamental qualitative changes in all areas of scientific and industrial activity. The requirements for the properties and characteristics of products are becoming more stringent, especially such as reliability (durability, storability, non-failure operation, etc.), aesthetics, cost-effectiveness in operation, etc. This is due to the fact that modern technology operates in difficult conditions, under critical conditions and colossal loads. The failure of a piece of equipment entails huge losses for the enterprise. products quality cost savings

Quality improvement finished products, in turn, requires improving the quality of raw materials, materials, components, the introduction of new advanced technologies and methods of organizing production and labor. Therefore, the task of improving the quality of products becomes complex and affects all industries.

Secondly, there is a further deepening of the social division and cooperation of labor, which leads to the complication of intra-industry, inter-industry and interstate production relations. The quality of even medium complexity equipment begins to depend on the work of dozens or even hundreds of enterprises in various industries. Today there are no secondary production sites. The high quality of any product requires equal and unconditional responsibility for the conscientious work of each worker, engineer, regardless of the stage of production he is at. As a result of their joint work, the final product satisfies the needs only if each unit, block, part strictly complies with the standards and specifications.

Thirdly, as the need for means of production and consumer goods is satisfied in quantitative terms (the time when quantity played a decisive role has passed), their qualitative characteristics come to the fore. The point is that there are natural, if not rigid, limits to quantitative consumption. For example, businesses can only use limited quantity objects of labor. In the qualitative development of needs, such boundaries do not exist, since as a result community development new needs arise, requirements for product quality grow.

To improve quality means to turn out products from the same quantity of raw materials and materials that more fully satisfy social needs.

Fourth, trade and economic ties with other countries are expanding, which predetermines a constant improvement in product quality (competition for sales markets). Those enterprises, whose product quality is higher, successfully sell their products.

Fifth, improving the quality of products allows us to solve not only technical and economic, but also social problems.

The problem of improving product quality is being addressed in all countries of the world, as evidenced by numerous publications on the theory and practice of improving product quality. Research in this area shows that addressing the problematic issues of improving product quality has become a national movement in many countries. For example, in the USA, Great Britain, France, Germany, Italy, Japan, product quality management has been brought to the state level. In many countries, National Councils for Quality and Reliability, associations for the implementation of product quality control in industry, statistical quality management, standards associations and other organizations have been established.

In 1986, the international standard MS ISO 8402-86 “Quality. Dictionary", and in 1987 - a set of ISO 9000 standards, which contains progressive forms and methods for organizing quality management work and covers all stages of the product life cycle.

IN former USSR The problem of improving product quality and increasing production efficiency was also given great attention. If until the 1950s there was a product quality control system that performed only one management function - control of finished products, then later different enterprises began to create and implement product quality management systems (QMS), the development of which continues to the present. QMS become the mechanism by which it is possible to more effectively solve the problems of improving product quality.

In the 1980s, in the USSR and later in the Russian Federation, obsolete standards for machinery and equipment were revised. The new standards, along with other quality characteristics, include requirements that ensure a reduction in the weight of engineering products, a reduction in fuel and electricity consumption during their operation, as well as the unification of parts, assemblies and devices. Currently, the State Standard of the Russian Federation in the field of quality management assists domestic producers in the implementation of international standards ISO 9000 family, which represent a higher level of development of the science of quality management.

The effect of improving product quality has various forms of expression - direct savings in materials and energy, obtaining more products per unit of labor costs, reducing costs and increasing profits, accelerating turnover working capital, accelerating the economic and social development enterprises.

Both manufacturers and consumers, as well as the state, are interested in improving the quality of products. The effect of improving product quality for stakeholders is shown in Figure 1.1.

Rice. 1.1

Basic concepts and indicators for assessing product quality

The concept of "product quality" as an economic category and object economics is closely connected with the category of use value, which manifests itself only in the process of using the goods. K. Marx wrote: “The usefulness of a thing makes it a use value. But this usefulness is not up in the air. Conditioned by the properties of the commodity body, it does not exist outside of this latter. Therefore, the body of commodities ... is itself a use-value or good.”

Use value is characterized, on the one hand, as a material object, and on the other, as a thing that is capable of satisfying certain human needs.

objective consumer properties products become useful only if there is a need for their use. Thus, many natural resources, without which the development of the economy of any country is currently unthinkable, were not previously use values, although their qualitative properties have not changed since then (various ores, oil, gas, rubbers, etc.). Unlike an object of nature, a product becomes a real product only in the process of consumption.

In modern conditions, in most cases, the same use value is intended for a large number of consumers who make different demands on it. As a result, the same product parameters can be evaluated differently. At the same time, a very specific social need can be satisfied by various things that have the same purpose and differ in quality. All kinds of products satisfying the same need can be considered as a total use-value.

Thus, the economic content of the quality category is determined by the assessment of the social utility of the product. The measure of this utility is the socially necessary quality. It predetermines the achievement of such a level of consumer properties of products that would ensure the satisfaction of the needs of society with the most rational use of the material, financial and labor resources at its disposal.

K. Marx wrote: "A product, the consumer properties of which are higher than the consumer properties of other products of the same purpose, is recognized as a product of higher quality." It is not the characteristics of the product that are essential here, but its consumer properties, to what extent and to what extent they are able to satisfy the specific needs of society. The consumer is not interested in the nature of the commodity as such. It is important for him that the given use-value has the properties it needs. The combination of certain useful properties of the product makes it the subject of consumption. Evaluation of use value according to the degree of satisfaction of a specific need determines the quality of the product.

Quality embodies the extent to which a product objectively satisfies a given need. Here we are talking about quality as a quantitative characteristic of social use value, the degree of usefulness of the product of labor. However, its quality is determined not only by consumer properties. They can remain unchanged, while the degree of satisfaction of the need by this product as a result of the emergence of new social needs will change. (For example, the production of black-and-white televisions, computers of the Minsk-32 type, etc.) Obviously, at all stages of the development of social production, a quality is needed that meets the needs of society based on its capabilities in specific conditions.

Until now, among specialists there is no unity in the definition of the concept of "product quality". As a rule, all these definitions are incomplete, diverse, and inaccurate. However, in each case they meet the specific needs of society.

Table 1.1 shows the variety of formulations of product quality concepts. However, for specific conditions of joint activities of people, this terminology needs to be specified or standardized.

In 1979, the USSR State Committee for Standards developed and adopted GOST 15467--79 “Product Quality Management. Terms and definitions”, which defines the concept of “product quality” and related properties, indicators, levels. According to the specified GOST, "Product quality is a set of product properties that determine its suitability to satisfy certain needs in accordance with its purpose."

Table 1.1 Dynamics of definitions of quality concepts

	Formulation of quality definitions
Aristotle (III century BC)	The difference between subjects; differentiation on the basis of "good - bad"
Hegel (19th century AD)	Quality is first of all a determinateness identical with being, so that something ceases to be what it is when it loses its quality.
Chinese version	The hieroglyph denoting quality consists of two elements - “balance” and “money” (quality = balance + money), therefore, quality is identical to the concept of “upscale”, “expensive”
Shewhart (1931) K. Isikova (1950)	Quality has two aspects: objective physical characteristics and the subjective side (how good a thing is). Quality is a property that really satisfies consumers.
J. Juran (1979)	Suitability for use (fit for purpose). The subjective side is the degree of consumer satisfaction (in order to realize quality, the manufacturer must know the requirements of the consumer and make his product such that it satisfies these needs)
GOST 15467-- 79 International Standard ISO 8402-86	Product quality is a set of product properties that determine its suitability to satisfy certain needs in accordance with its purpose. Quality is a set of properties and characteristics of a product or service that gives it the ability to satisfy conditional or implied needs.
International Standard ISO 8402-94	Quality is a set of characteristics of an object related to its ability to satisfy stated and implied needs.

A property of a product is understood as its objective feature, which manifests itself during production, operation or consumption.

There are production and consumer properties of products. Production includes the entire set of properties created in the production process. It represents a potential quality.

Consumer properties of products characterize only that set of indicators that is among the most important and significant for the consumer. This is real product quality.

The product of labor created in the production process, before being sold to the consumer, has only a potential quality, which turns into real quality only when it enters the process of sale and consumption, that is, when this product begins to participate in the satisfaction of specific social needs. If this need is not satisfied, there is no need to talk about any quality.

A quantitative characteristic of properties and indicators (economic, technical, etc.) is called an indicator of product quality.

According to the number of characterized properties, all quality indicators are divided into single, complex, defining and integral.

Single quality indicators characterize one product property (for example, speed, power consumption, etc.).

Comprehensive quality indicators characterize the combination of several product properties (for example, reliability, TV reproduction of a typical test table, etc.).

The defining indicators of quality are evaluative, they are used to judge quality.

Integral quality indicators are expressed through the corresponding sum of economic or technical indicators (for example, the overall beneficial effect of product operation, the total cost of creating and operating the product).

The quality indicators of products of mechanical engineering and radio-electronic instrumentation are very diverse. Therefore, for each type of product, an appropriate nomenclature of indicators should be selected that most fully characterize its quality. So, for engineering products, the following nomenclature of quality indicators can be established (Fig. 1.2).

Rice. 1.2

The measurement of the numerical values of quality indicators is carried out using instruments, measuring instruments, experimentally or by calculation and is expressed in natural (points, other units) or in value terms.

To evaluate certain product properties (e.g. aesthetic) technical means are unacceptable, therefore, measurements are made by organoleptic methods (using the sense organs according to a point system). Sometimes the properties of products are evaluated by sociological surveys of consumers or experts.

The above nomenclature of quality indicators is the basis for quantification quality of a particular product. Moreover, the level of product quality can be assessed depending on the goal set, differentiated by single, complex or integral indicators, production or consumer group. Thus, the level of quality is a relative characteristic based on a comparison of the values of the quality indicators of the evaluated product with the corresponding indicators of the product taken as a basis for comparison.

This indicator is determined by the formula

where Qi o, Qi6 -- respectively, the value of the i-th quality indicator

evaluated and base product, points;

i = 1, 2, 3, ..., and - the number of product quality indicators. Along with the level of quality, the technical level of products is determined - a relative characteristic obtained by comparing a certain set of quality indicators for products of the type in question with the corresponding set of basic indicators. The technical level of products is usually assessed during the development of new or certification of mass-produced products according to the nomenclature of indicators presented in Figure 1.2. The composition of the nomenclature includes only technical indicators of the production and consumer groups.

Quality management at the enterprise is carried out on the basis of enterprise standards regulating system-wide issues of information support, the procedure for developing, formalizing, approving and implementing enterprise standards, as well as implementing state and industry standards; holding "days of quality"; the work of various commissions (on the culture of production, a permanent commission on quality and others). Special standards establish the quality characteristics of raw materials, materials, components, which increases the responsibility of suppliers. They fix the technical and operational parameters of manufactured products, determine test methods, rules for product acceptance. Enterprise standards define the quality management mechanism, which includes the following stages: collection, processing and analysis of information on product quality, as well as analysis of information on product quality, as well as on the progress and status of technical and other processes that affect product quality; comparison of the actual results of the activities of various departments of the enterprise in the field of product quality with the requirements of the standards; preparing and making decisions on quality improvement issues; organization of planned and preventive measures.

The standards of the enterprise contain provisions on the promotion of product quality, recommendations on the development of forms and methods of material and moral incentives for the team and individual workers enterprises. The indicators laid down in the standards make it possible to correctly assess the contribution of each performer to solving the problem of improving the quality of products and thus provide the basis for the correct remuneration of employees who deliver high-quality products.

The standards of the enterprise oblige all employees of the enterprise to constantly improve their skills, enable the enterprise to use all material and labor resources with the greatest efficiency, in a timely manner to focus the attention of workers, engineers and technicians on the use of additional production reserves. Enterprises are obliged to produce products in full compliance with the standards, the enterprise is responsible for the production of products with deviations from the standards.

Functional quality systems are the performance by management and all departments of their functions and tasks in order to ensure product quality. This is the content side of the system, that is, what it is intended for.

At the same time, almost all departments of the enterprise are involved in the implementation of the functions of the quality system to one degree or another, each of which solves its own problems.

In this regard, there is a need to perform auxiliary tasks to maintain the quality system itself. These tasks include: conducting internal audits and completing the system, coordinating and methodological support for the work of units in the quality system, organizing the activities of quality circles, as well as certification of products and the quality system.

The importance of meaningful activities in relation to the maintenance of the system itself shows how rationally the quality system is organized. Therefore, one should be wary of the overgrowth of ancillary activities. In sociology, this phenomenon is known as the "expression of bureaucracy", when any system closes on self-service, to the detriment of the implementation technical functions for which it was created.

In accordance with the recommendations of the ISO 9000 standards, a representative of the enterprise management should lead the quality system and be responsible for its effective functioning. As a rule, the quality service is directly subordinate to him and unites the quality management department, departments technical control, metrological service, central factory laboratory and standardization service.

The responsibilities of the quality service include how to fulfill

other tasks, quality services:

Organization of work on quality - development and improvement of the quality system

Policy development and quality planning

Quality control of development, manufacturing and testing of finished products

Metrological support of production

Carrying out work on standardization and control norm

Introduction to claim work

Preparation of events and organizational - administrative documents in the field of quality, control and analysis of their implementation.

Verification of the functional quality system

Organization of work on certification of products and quality systems

Methodological guidance for training personnel on quality issues

Of course, at the enterprise during production, quality problems can arise - marriage. Sometimes this is unavoidable in some situations, but dedicated QC departments are currently dealing with this problem quite successfully.

Of course, with an increase in the cost of quality management, the cost of defects will decrease. However, this does not mean that the company should increase the cost of quality indefinitely. It is necessary to constantly analyze the costs of quality management, the costs of defects and the total costs of the enterprise, because with an unreasonable increase in the cost of quality, an increase in total costs is possible.

Quality control costs and scrap costs can be plotted on the same graph, as shown in Figure 1.3.

Rice. 1.3

The point of intersection of these two curves is usually the point of minimum cost. But in practice it is not easy to get even a rough estimate, because many other variables must be taken into account. However, this task is the most important task for management. Many firms do not make these calculations, although quality costing can be a source of huge savings.

Ongoing management of quality systems

The current management of quality systems is associated with the control of technological processes. The control parameters of the technological process are determined. Going outside the acceptable range of control parameters can lead to the release of defective products. Deviations of parameters occur under the influence of random factors. Statistical methods are used to control the quality of technological processes.

The quality system is created and implemented as a means of ensuring the implementation of a certain policy and the achievement of the goal.

The company's policy in the field of quality is formed by the top management of the enterprise.

The quality system includes: quality assurance; quality control; quality improvement. It is created by the management of the enterprise as a means of implementing the quality policy.

The quality system includes a customer (consumer) and a supplier (manufacturer).

The quality system that ensures the company's policy and the achievement of the goal in the field of quality includes:

1. Marketing, search and market research.

2. Design and / or development of technical requirements, product development.

3. Logistics.

4. Preparation and development of technical processes.

5. Production.

6. Control, testing and surveys.

7. Packing and storage.

8. Implementation and distribution

9. Installation and operation.

10. Technical assistance in maintenance.

11. Disposal after use.

The primary is the formation and documentation of the quality policy by the management of the company (enterprise).

When developing a policy, there may be the following directions:

Improving the economic situation of the enterprise by improving the quality;

Expansion or conquest of new sales markets;

Achieving a technical level of products that exceeds the level of leading enterprises and firms;

Reduction of defects, etc.

The quality policy should be set out in a special document, drawn up in the form of a program.

The overall quality management system may have subsystems for certain types of products or activities of the company.

Quality assurance activities include:

Planning and design;

Design of technological processes and preparation of production;

Manufacturing;

Quality checking;

Prevention of quality deterioration;

After-sales service;

Obtaining information from the consumer;

Checking the quality assurance system.

Modern methods of quality management are increasingly used in Russian enterprises. However, there is still a backlog from foreign firms.

Since the mid-1990s, specialists and practitioners abroad have been linking modern quality management methods with the TQM methodology - universal (all-encompassing, total) quality management.

Certification of the quality system consists in confirming its compliance with certain requirements that the manufacturer has established, assumed (on its own or under the influence of external circumstances, for example, at the request of the customer).

Quality requirements are defined by the International Organization for Standardization (ISO or ISO) - English. International Standard Organization - ISO. Requirements for quality systems are contained in the ISO 9000 series of standards:

1. ISO 9000 "General quality management and quality assurance standards - Guidelines for selection and use."

2. ISO 9001 "Quality system. Model for quality assurance in design and (or) development, production, installation and maintenance."

3. ISO 9002 "Quality system. Model for quality assurance in production and installation."

4. ISO 9003 "Quality system.. Model for quality assurance in final inspection and testing."

5. ISO 9004 "General quality management and quality system elements - Guidelines".

The basis of the State Standardization System of the Russian Federation (SSS) is five standards:

1. GOST R. 1.0-92 "State standardization system of the Russian Federation. Basic provisions.

2. GOST R. 1.2-92 "State standardization system of the Russian Federation. Procedure for the development of state standards."

3. GOST R. 1. 3-92 "State system of the Russian Federation. Procedure for approval, approval and registration of technical conditions".

4. GOST R. 1.4-92 State system of the Russian Federation. Enterprise standards. General provisions."

5. GOST R. 5 - "State system of the Russian Federation. General requirements for the construction, presentation, design and content of standards.

There are three state quality standards in Russia:

1. GOST 40. 9001-88 "Quality system. Model for quality assurance in the design and (or) development, production, installation and maintenance"

2. GOST 40.9002-88 "Quality system. Model for quality assurance in production and installation."

3. GOST 40.9003-88 2 Quality system. Model for quality assurance in final inspection and testing.

The work on certification of quality systems in Russia is carried out by the regional bodies of the State Standard, the All-Russian Scientific Research Institute of Certification, the Russian Maritime Register of Shipping and a number of other independent bodies and associations. In Europe - the correspondence of the organization of Great Britain, Denmark, France, Switzerland, Germany, Finland and other countries, which united in the European network, and then grew into the International network. This ensures mutual recognition of certificates and enables enterprises not to unnecessarily carry out multiple assessments of quality systems by different organizations. Certification of products and quality systems is firmly established in world practice trade relations in this regard, for Russian enterprises engaged in foreign economic activity, certification of products and quality systems, is of paramount importance for the admission of their products to the foreign market. When choosing a body for certification, the main criterion should be its international authority, so that the certificate received from it ensures wide recognition of the high quality of products in the markets. Thus, mandatory certification allows for legal grounds supply products to markets, and voluntary certification of products and systems, quality gives the company an advantage in competition and helps to increase the price and volume of sales of their products. Product and quality system certification, traceability and strict implementation current legislation in the field of quality are important areas of work in the process of product quality management.

Products subject to mandatory certification cannot be sold without certificates corresponding to the mandatory requirements of the standards. Such products without a certificate cannot be advertised and imported into Russia. Voluntary certification of products and quality systems increases the competitiveness of products on the market. Without the organization of work on mandatory certification of products without knowledge and implementation of the legislation in the field of quality in force in Russia and in the countries - importers of manufactured products, as well as international regulations, the successful operation of the enterprise in the domestic and foreign markets is impossible, because. when selling products, the enterprise will constantly encounter very serious, and sometimes insurmountable obstacles.

One of the most important areas in the activities of quality management enterprises is the monitoring and unconditional implementation of the current legislation in the field of quality. Responsibility for violation of the law is primarily due to the presence of socially significant mandatory requirements for product safety for the population and the environment, as well as the legalized rules of relations between consumers and suppliers in the field of quality.

Law of the Russian Federation "On Protection of Consumer Rights"

This law requires the seller (manufacturer) to ensure that the goods are safe and comply with the mandatory requirements of the standards and the terms of the contract.

When selling goods with defects, the consumer has the right to demand from the seller either the gratuitous elimination of defects or replacement with a similar product. The seller is obliged to satisfy the requirements of the consumer, unless he (the seller) proves that the defects in the goods arose through the fault of the consumer.

This law provides for mandatory certification of products if safety requirements for the population and the environment are established for it.

Law "On Protection of Consumer Rights" except general provisions includes sections:

Protection of consumer rights in the sale of consumer goods

Protection of consumer rights "On the performance of work (provision of services)".

Law of the Russian Federation "On ensuring the uniformity of measurements"

Many quality indicators exist in the form of specific quantitative characteristics, therefore, the unity and accuracy of measurements of these characteristics is of paramount importance in quality management, when the results are expressed in legal units and measurement errors do not go beyond established boundaries. This law just establishes the order, ensuring the unity and accuracy of measurements and aimed at protecting the rights of citizens from unreliable measurement results.

The law provides public administration The uniformity of measurements on the part of the State Standard of Russia establishes metrological services, State Metrological control and supervision, the procedure for checking measuring instruments, their calibration and certification.

From July 1 this year, the laws "On Certification of Products and Services" and "On Standardization" are cancelled. They were replaced by the Law "On Technical Regulation". This law abolishes mandatory certification for most goods, since the previously existing system did not provide adequate security. food products. Declarations of conformity are now being introduced, for which manufacturers will be responsible. Requirements for the safety of goods will be contained in the "Technical Regulations". They will be developed within 7 years. And until their entry into force, the previously adopted regulations. The Law "On Technical Regulation" assumes that the manufacturer is fully responsible for its quality. GOSTs formally did not have the force of law, technical regulations after their approval by the State Duma will have it. These regulatory documents will define the requirements for product safety. State standards will remain, but will be advisory in nature. Trade inspection, CSM, sanitary and epidemiological supervision will identify dangerous goods. If there is a suspicion that the product may be dangerous to the life and health of consumers, the manufacturer will have to present test reports. Their manufacturer can either on their own or in an accredited laboratory.

Thus, quality control will now be at the stage of circulation of goods. Although there will be no mandatory certification, according to the developers of the law, it makes no sense for a manufacturer to risk its money, because a product recall can ruin it. The law provides for the possibility of voluntary certification - to increase the prestige of the brand.

Law "On Manufacturer's Liability for the Release of Defective Products" The most important legal act aimed at protecting the EU countries from the distribution of poor-quality products was the Law "On Manufacturer's Liability for the Release of Defective Products" (hereinafter referred to as the Law) adopted on July 25, 1985. All EU Member States were required within three years from the date of its publication (07/30/85) to bring their legal and administrative acts relating to liability for the release of defective products in accordance with the said Law. This Law established the presumption of the manufacturer's guilt for damages resulting from a defective product. The injured consumer no longer has to prove that the product was manufactured with violations, it is enough for him to indicate the presence of a defect in the product and the causal relationship with the damage suffered, as well as the amount of damage. The manufacturer knows his production well and if he fails to prove his innocence (and the jurisdiction imposes very high requirements), then he is liable for the resulting damage. Thus, in accordance with Article 3 of the Law, a situation is not possible where, in the event of damage or harm to persons due to defective products legally produced or supplied in the EU, there would not be a person responsible for the defective products and being at the same time the subject of the right to EU territory.

According to fundamental principles new concept, The Council of Europe issues directives on harmonization, which establishes the minimum requirements for products, as well as the procedure for putting them into circulation. An EU directive is a piece of legislation requiring all EU member states to bring their national legislation into line with the requirements of this directive. Member States are obliged to implement EU directives into national legislation. The aim of the harmonization directives is to, by issuing a single legal act, immediately be able to resolve the problems of the movement of a certain group of products within the EU by introducing unified requirements for all participating countries without constant mutual agreement. The introduction into circulation of products that fall under the EU directive (and, therefore, automatically under the national legislation of each of the participating countries) is unacceptable without complying with the fundamental requirements of the relevant law. If a product falls wholly or partly under an EU directive, the product is said to fall within the legally regulated area. The manufacturer of such products, when placing them on the market within the EU, declares under his sole responsibility that these products comply with all provisions of the directives and marks these products with the symbol.

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