The means to prevent deterioration of the quality system is to conduct. Prevention of quality problems: experience of the Concern “Tractor Plants. The importance of standardization and certification

1.The meaning of standardization and certification

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

A foreign client, in order to conclude a contract for the supply of products, puts forward a requirement for the manufacturer to have a quality system and a quality system, and to have a certificate for the 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, drawn up in the form of normative documents that have legal force.

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

Technical specifications play an important role in quality management.

Technical conditions are a regulatory and technical document that establishes additional requirements to state standards, and in their absence, independent requirements for the quality indicators of products, as well as equated to this document technical description, recipe, sample-standard

The 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 and enterprise standards.

International organizations for standardization and product quality

The excess of supply over demand, competition for the buyer led to the need to develop objective indicators that allow assessing the company's ability to produce products with the required quality characteristics .. At the same time, the quality of manufactured and supplied products must be stable and stable throughout the entire duration of the contract. The guarantee of stability is the availability of a quality system in the manufacturing company that meets internationally recognized standards.

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

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

International Electrotechnical Commission (IEC).

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

The objectives of the IEC is to promote international cooperation in solving standardization issues 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 being used at Russian enterprises. However, there is still a lag behind 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 International Standards ISO 9000 series are out. By the beginning of the 90s, the certification of quality systems abroad had become widespread. In Russia, the first certificate for the quality system was issued in 1994.

Since the mid-90s, specialists and practitioners abroad have been linking modern methods quality management 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.

(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) - eng. International Standard Organization - ISO. Requirements for quality systems are contained in the ISO 9000 series:

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 service".

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 quality system elements - Guidelines.

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

GOST R 1.0-92 "State system of standardization 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 "State system of the Russian Federation. The procedure for coordination, approval and registration 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 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 in final inspection and testing".

The following provisions are included in the State Standards of the Russian Federation:

Requirements for the quality of products, works and services ensuring 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 that ensure technical unity in the development, production, operation of products and the 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:

Precisely established procedures.

Few returns / rejections.

Availability of testing laboratories.

High performance.

Availability of quality managers at the enterprises.

Application of statistical methods of process control.

Availability of documented procedures

Availability of organizationally formalized quality systems

Quality department

Organization of product control

A precise definition of responsibility.

Defect detection organization.

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

The presence of a certificate for the quality system is necessary condition to preserve competitive advantages on the market.

1. No problems with production management.

2. Few claims from customers.

Options for the customer's assessment of the supplier's quality management system:

The client is satisfied that the supplier has a quality system.

The client asks to provide documents in support of such a statement.

The client wants to check 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 set goal.

The quality policy of the enterprise 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.

A customer (consumer) and a supplier (manufacturer) function in the quality system.

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

Marketing, search and market research.

Design and / or development technical requirements, product development.

Material and technical supply.

Preparation and development of technical processes.

Production.

Control, testing and inspection.

Packaging and storage.

Implementation and distribution

Installation and operation.

Technical assistance in service.

Disposal after use.

The primary is the formation and documenting the management of the firm (enterprise) quality policy.

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

improving the economic situation of the enterprise by improving quality;

expansion or conquest of new sales markets;

achievement of the technical level of products exceeding the level of leading enterprises and firms;

decrease in defectiveness, etc.

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

General system quality management can have subsystems for certain types products or activities of the company.

Quality assurance activities include:

planning and design;

design technological processes and preparation of production;

manufacturing;

quality checking;

prevention of deterioration in quality;

after-sales service;

obtaining information from the consumer;

quality assurance system check.

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

In the end of May The Director General signed "Aggregate Plant Quality Manual". The document contains the basic provisions for the management, assurance and improvement of the quality of the plant's products, which apply 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. The 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's services to the quality service is shown in Fig. 6.1.

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

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

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

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 along the entire technological chain:

incoming control of materials and components is provided by appropriate laboratories;

the production of the plant combines active control methods built into technological equipment, as well as selective or complete control of 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 enterprise give priority to the prevention of quality deviations from the standards, and not to identification and elimination.

All personnel 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 for management personnel have been established, 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 plant's departments and the responsibilities of department heads, and provides specific responsibility for non-compliance 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 the company's products are sold by the quality service, legal bureau, financial and economic department, the needs of the company and the wishes of the client are carefully analyzed.

3. Structuring the quality function

Each product must reflect the basic functional and stimulating characteristics of quality. In this case, we are talking about the quality that is determined by the consumer. It must be assumed that the buyer is unlikely to talk about many quality indicators. He is not interested in more than two or three. Therefore, the problem arises of the engineering implementation of quality into a product.

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

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

The structuring of the quality function is defined by Ford Corporation as follows:

“A planning tool for translating the quality characteristics required by the customer (ie, his wants, needs, expectations) into suitable product features.

The SFK 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

The buyer's requirements are established, understood and translated into the language of engineering design in terms called Indirect Quality Indicators. The most important ones are used for the next phase.

Phase 2. Project structuring

Considered different concepts development of a product that would satisfy the structuring requirements, and the best one is selected. Then the project is detailed, while Special attention focuses on the essential characteristics of the product, which are calculated according to the requirements of the buyers, structured in phase 1. The details of the product development are then structured in phase 3.

Phase 3. Process planning

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

Phase 4. Production planning.

In this final phase, process control techniques are considered. These methods should ensure that the products are manufactured in accordance with their essential characteristics, as identified in phase 2, and therefore satisfying the requirements of the purchaser.

Consequently, during the entire 4-phase SQF process for the product design, process development and engineering support, a product is created that meets the buyer's requirements.

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

4. Ongoing quality management

Current management quality 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 are:

Pareto chart. It is used to assess the frequency of defects (deviations in the size of parts, poor-quality raw materials, disruption of the technological process, etc.).

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

The total frequency of occurrence of marriage in the category "other" should not exceed 10%, that is, the other should include types of marriage, the total share of which does not exceed 10%.

Ishikawa's scheme is "fish skeleton".

Reflects the logical structure of the relationship between the elements, stages, works that make up the studied technological process. The scheme is built on the principle of four components that affect product quality: material, machinery, raw materials, people. When constructing it, the factors are ranked according to their importance (a more significant factor is built closer to the goal). Moreover, each factor goes through its own cycle of preprocessing and can be broken down 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 heats up, it becomes necessary to control the temperature. "The fish skeleton is a tool for logical problem solving.

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

Checklists containing information on technological processes.

Use histograms, control charts, etc.

Checklists 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. Schuhart. 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 the product. The parameter going beyond the tolerance field indicated the need to stop production and adjust the process in accordance with the knowledge of the production manager.

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

However, in this case, the decision on the adjustment was made when the marriage had already been received. Therefore, it was important to find a procedure that would accumulate information not only for retrospective research, but also for use in decision-making. This proposal was published by the American statistician I. Page in 1954. Maps that are used in making decisions 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 values (quality index) mapped to represent the state of the process.

Rice. 5. Control card

At certain periods of time, select (everything in a row; selectively; periodically from a continuous flow, etc.) n manufactured products and measure the controlled parameter.

The measurement results are plotted on a 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 misalignment of the technological process can be:

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

location of a group of consecutive 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 chart 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, but not an accidental one.

A certain reason should be understood as the existence of factors that can be studied. Of course, such factors should be avoided.

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

Often, when determining the factors affecting any effective 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 the various opinions of engineers. Otherwise, Ishikawa's scheme is called a cause and effect diagram, a fishbone diagram, a tree, and so on.

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

Building diagrams includes the following steps:

selection of an effective indicator characterizing 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") that influence the main ones;

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

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

Cause and effect diagrams are universally applicable. So, they are widely used to highlight the most significant factors that affect, 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 identifying 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 using Pareto charts.

There are two types of Pareto charts:

1. Based on 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 different ways classification of both the results and the causes leading to these results. The best one should be considered a diagram that reveals a few, significantly important factors, which is the goal of Pareto analysis.

Building Pareto charts includes the following steps:

Choosing the type of diagram (based on performance or reasons (factors).

Classification of results (causes). Of course, any classification has an element of convention, however, most of the observed units of any set should not be included in the line "other".

Determination of the method and period of data collection.

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

Ranking the data obtained for each test attribute in order of importance. The group "others" 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. The relationship between types of defects and the number of defective products

Of considerable interest is the construction of PARETO diagrams in combination with a cause and effect diagram.

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

For such a link, it is possible to use regression analysis.

For example, as a result of specially organized observations of the results of wearing shoes and the subsequent statistical processing of the data obtained, it was found that the service life of the shoe (y) depends on two variables: the density of the sole material in g / cm3 (x1) and the adhesion strength of the sole with the top of the shoe in kg / cm2 (x2). The variation of these factors by 84.6% explains the variation of the effective trait (multiple correction coefficient 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 factors x1 and x2, it is possible to predict the service life of the shoe. Improving the above parameters, you can increase the wear period of shoes. Based on the required service life of the shoe, it is possible to select technologically acceptable and economically optimal levels of production quality traits.

The most widespread is the characteristic of the quality of the process under study by assessing 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 control methods, and the most effective are those based on the theory of the sampling method of observation.

Let's look at an example.

The workshop produces light bulbs at the light bulb factory.

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 readings are taken on the duration of the lamp burning. The following results were obtained.

6. Fundamentals of quality management

6.1 Significance of standardization and certification

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

An important role in quality management belongs to technical specifications.

Specifications - this is a regulatory and technical document that establishes additional requirements to state standards, and in their absence, independent requirements for the quality indicators of products, as well as a technical description, recipe, sample standard equivalent 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 and enterprise standards.

International organizations for standardization and product quality

International Electrotechnical Commission (IEC).

Modern methods of quality management are increasingly being used at Russian enterprises. However, there is still a lag behind 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-90s, experts 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.

(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 use."
ISO 9001"Quality system. Model for quality assurance in design and / or development, production, installation and service."
ISO 9002
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 State Standardization System of the Russian Federation (SCS) is based on 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 coordination, approval and registration of technical 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 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 service"
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 following provisions are included in the State Standards of the Russian Federation:

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 that ensure technical unity in the development, production, operation of products and the 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:

Precisely established procedures.
Few returns / rejections.
Availability of testing laboratories.
High performance.
Availability of quality managers at the enterprises.
Application of statistical methods of process control.
Availability of documented procedures
Availability of organizationally formalized quality systems
Quality department
Organization of product control
A precise definition of responsibility.
Defect detection organization.

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

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

1. No problems with production management.

2. Few claims from customers.

Options for the customer's assessment of the supplier's quality management system:

The client is satisfied that the supplier has a quality system.
The client asks to provide documents in support of such a statement.
The client wants to check 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 set goal.

The quality policy of the enterprise 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.

A customer (consumer) and a supplier (manufacturer) function in the quality system.

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

Marketing, search and market research.
Design and / or development of technical requirements, product development.
Material and technical supply.
Preparation and development of technical processes.
Production.
Control, testing and inspection.
Packaging and storage.
Implementation and distribution
Installation and operation.
Technical assistance in service.
Disposal after use.

Primary is the formation and documentation of the quality policy by the management of the firm (enterprise).

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

improving the economic situation of the enterprise by improving quality;
expansion or conquest of new sales markets;
achievement of the technical level of products exceeding the level of leading enterprises and firms;
decrease in defectiveness, etc.

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

The general quality management system can 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 deterioration in quality;
advertising;
sales;
after-sales service;
obtaining information from the consumer;
quality assurance system check.

At the end of May, the General Director signed the "Aggregate Plant Quality Manual". 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's services to the quality service is shown in Fig. 6.1.

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

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

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 along the entire technological chain:

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

At the same time, the leaders of the enterprise give priority to the prevention of quality deviations from the standards, and not to identification and elimination.

Strict requirements for management personnel have been established, 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 the company's products are sold by the quality service, legal bureau, financial and economic department, the needs of the company and the wishes of the client are carefully analyzed.

6.3. Structuring the quality function

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

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

The structuring of the quality function is defined by Ford Corporation as follows:

“A planning tool for translating the quality characteristics required by the customer (ie, his wants, needs, expectations) into suitable product features.

The SFK 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

Phase 2. Project structuring

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

Phase 3. Process planning

Phase 4. Production planning.

Consequently, during the entire 4-phase SQF process for the product design, process development and engineering support, a product is created that meets the buyer's requirements.

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

6.4. Ongoing quality management

The current quality management 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 are:

Pareto chart. It is used to assess the frequency of defects (deviations in the size of parts, poor-quality raw materials, disruption of the technological process, etc.).

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

The total frequency of occurrence of marriage in the category "other" should not exceed 10%, that is, the other should include types of marriage, the total share of which does not exceed 10%.

Ishikawa's scheme is "fish skeleton".

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

Checklists containing information on technological processes.

Use histograms, control charts, etc.

Checklists 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. Schuhart. It was expressed in 1924 and described in detail in 1931. . They were originally used to record the results of measurements of the desired product properties. The parameter going beyond the tolerance field indicated the need to stop production and adjust the process in accordance with the knowledge of the production manager.

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

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

Rice. 3.5. Control card

At certain periods of time, select (everything in a row; selectively; periodically from a continuous flow, etc.) n manufactured products and measure the controlled parameter.

The measurement results are plotted on a 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 misalignment of the technological process can be:

point out of control limits (point 6); (the process is out of control);
location of a group of consecutive 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 chart 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, but not an accidental one.

A certain reason should be understood as the existence of factors that can be studied. Of course, such factors should be avoided.

Often, when determining the factors affecting any effective indicator characterizing the quality, Ishikawa schemes are used.

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

Building diagrams includes the following steps:

selection of an effective indicator characterizing 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") that influence the main ones;
selection (description) of the causes of the tertiary order ("small bones") that affect the secondary;
ranking factors according to their importance and highlighting the most important ones.

Cause and effect diagrams are universally applicable. So, they are widely used to highlight the most significant factors that affect, for example, labor productivity.

Rice. 3.6. Cause and effect diagram structure

This problem can be solved using Pareto charts.

There are two types of Pareto charts:

1. Based on 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 different ways of classifying both the results and the causes leading to these results. The best one should be considered a diagram that identifies a few, essential factors, which is the purpose of Pareto analysis.

Building Pareto charts includes the following steps:

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

Of considerable interest is the construction of PARETO diagrams in combination with a cause and effect diagram.

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

For such a link, it is possible to use regression analysis.

For example, as a result of specially organized observations of the results of wearing shoes and the subsequent statistical processing of the data obtained, it was found that the service life of the 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 effective trait (multiple correction coefficient R = 0.92), and the regression equation is:

y = 6.0 + 4.0 * x1 + 12 * x2

Let's look at an example.

The workshop produces light bulbs at the light bulb factory.

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, it is necessary to build a distribution series.

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

Then you should define

1) average duration of lamp burning:

hours;

2) Fashion (the variant 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 row. This is the value of the row 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 = X max - X min = 4 hours.

It characterizes the limits of change of a varying feature. Average absolute deviation:

hours.

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

Standard deviation:

hours.

Let's calculate the coefficients of variation:

1) in scope:

;

2) by the mean absolute deviation:

;

3) by the mean square ratio:

From the point of view of product quality, the coefficients of variation should be minimal.

Since the plant is not interested in the quality of the control lamps, but in all lamps, the question arises about calculating the average sampling error:

hours,

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

Marginal 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 exceed 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.

Usually, with statistical quality control, the acceptable level of quality, which is determined by the number of products that have passed the control and had a quality below the minimum acceptable, 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 sufficient. For example, Toyota strives to reduce scrap rates to zero, bearing in mind that although there are millions of cars produced, each customer purchases only one of them. Therefore, along with statistical quality control methods, the company has developed simple quality control tools for all manufactured parts (TQM). Statistical quality control is primarily used in the departments of the company, where products are manufactured in batches. For example, after processing, 50 or 100 parts enter the tray of a high-speed automatic process, of which only the first and last parts pass the inspection. If both parts are free from defects, then all parts are considered good. However, if the last part turns out to be defective, then 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 is automatically turned off after processing the next batch of blanks. The use of selective statistical control has an all-encompassing effect when each production operation is performed stably due to 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 on an alternative basis. Statistical acceptance control standards.

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

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

In the practice of statistical control, the general fraction q is unknown and it 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 understood as a system of rules specifying the methods of selecting products for inspection and the conditions under which a lot should be accepted, rejected or continued to be controlled.

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

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

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

Task the right choice The statistical control plan 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 mistakenly skipping a defective batch

Statistical Acceptance Control Standards

For the successful application of statistical methods of product quality control, it is of great importance to have appropriate guidelines and standards that should be available to a wide range of engineering and technical personnel. The standards for statistical acceptance control provide the ability to objectively compare the quality levels of batches of the same type of product both over time and across different enterprises.

Let's 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 select control plans taking into account the specifics of production and consumer requirements for product quality. It is desirable that the standard specify different types of plans: 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 normal production conditions, as well as plans for enhanced control in conditions of disturbances and to facilitate control while achieving high quality.

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

3. The rules for the transition from normal control to enhanced or lightweight and the reverse transition in the normal course of production.

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

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

The first system of statistical acceptance control plans to find widespread industrial application was developed by Dodge and Rolig. The plans of this system provide for complete control of products from rejected lots and replacement of defective products with good ones.

In many countries, the American MIL-STD-LO5D standard has become widespread. The domestic standard GOST-18242-72 is similar 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 level of quality (AQL) q 0, which is considered as the maximum permissible fraction of defective products by the consumer in a batch made during the normal course of production. The probability of rejecting a lot with a defective product fraction equal to q 0 is small for plans of the standard and decreases as the sample size increases. For most plans does not exceed 0.05.

When inspecting products on several grounds, the standard recommends classifying defects into three classes: critical, significant and insignificant.

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 products.

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 used with success.

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

Control questions

Are packaging and labeling requirements 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 compatibility and interchangeability of products included in the State Standards of the Russian Federation? Yes; No
Does the quality assurance activity include after-sales service? Yes; no.
For what purpose is the SFC method used? Quality control of technological processes; Solutions to the problem of engineering implementation of quality into 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 the supplier's quality system matter for the conclusion of the supply of products? Yes; no. Explain your position
Which of the phases of the SFC is the final one? Project structuring; process planning; production planning.
Which 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 regulations; availability of testing laboratories.
At which of the following stages are product development concepts considered? Product development planning; structuring the project; production planning.
The general quality management system can 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; the lower level.
When preparing a quality system for certification, the use of statistical methods of process control is required.? Yes; no.
Is SFC used at Russian enterprises? Yes; no.
Quality system certification consists in: conducting ongoing quality control; receiving consumer feedback on products; confirmation of the conformity of the quality system to certain requirements.
Does the quality system supporting the enterprise policy include product design and development? Yes; no.
Is the current quality management related to the control of technological processes? 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 Promotion of international cooperation in solving issues of standardization of electrical engineering.
Is the Quality Function Structuring (QF) method promising for solving the quality problem? Yes; no.

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

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

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 a workshop for three automatic machines... From the products of the first automaton it was selected to control the height n 1 = 20 of the body, the second n 2 = 18 and the third - n 3 = 22 of the body. Based on the results of sampling, the following values of the arithmetic means x * j and corrected sampling variances S 2 j were found (for all j = 1, 2, 3 machines):

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

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

a) compare the accuracy of automatic machines;

b) compare the level of adjustment of automatic machines;

c) compare the accuracy of machine tools under the assumption that n 1 = n 2 = n 3 = 20.

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

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 did the problem of product quality originate and what are the reasons for its origin; why the urgency of this problem is increasing at the present stage; how is this problem solved at domestic and foreign enterprises, etc. Briefly, these questions can be answered as follows.

Analysis shows that the quality problem arose, 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 - scientific and technological progress, 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 by individuals or small groups of people who knew the needs of consumers and planned to meet them. With development industrial production and the division of labor, the list of work performed has increased so much that the worker has lost sight of the final product of labor. As a result, the quality problem has increased dramatically. It became necessary to determine intermediate indicators of product quality. Quality control services began to appear at enterprises.

The question 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 technological progress have increased, which dictate fundamental qualitative changes in all areas of scientific and industrial activity. Requirements for the properties and characteristics of products are becoming more stringent, especially for such as reliability (durability, preservation, reliability, etc.), aesthetics, efficiency in operation, etc. This is due to the fact that modern technology operates in difficult conditions, under critical conditions and colossal loads. Failure of a unit of equipment entails huge losses for the enterprise. products quality cost savings

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

Second, there is a further deepening of 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 in complexity equipment begins to depend on the work of dozens or even hundreds of enterprises in various industries. There are no secondary production sites today. The high quality of any product requires equal and unconditional responsibility for the conscientious work of every worker, engineering technician, regardless of what stage of production he is at. As a result of their joint work, the final product meets the needs only if each assembly, block, detail strictly meets the standards and specifications.

Third, 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 even rigid, boundaries for 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 social development new needs arise, requirements for product quality are growing.

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

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, are successfully selling 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 dealt with 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 in many countries has become a national movement. For example, in the USA, Great Britain, France, Germany, Italy, Japan, product quality management has been brought to the state level. Many countries have established National Councils for Quality and Reliability, associations for the control of product quality in industry, statistical quality management, standards associations and other organizations.

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 of organizing work on quality management and covers all stages of the product life cycle.

V the former USSR great attention was also paid to the problem of improving product quality and increasing production efficiency. If until the 1950s a product quality control system operated here, performing only one management function - control of finished products, then later, various enterprises began to create and implement product quality management systems (QMS), the development of which continues to this day. QMS are becoming the mechanism by which it is possible to more effectively solve the problems of ensuring product quality improvement.

In the 1980s, outdated standards for machinery and equipment were revised in the USSR and later in the Russian Federation. The new standards, along with other quality characteristics, include requirements that ensure a reduction in the weight of engineering products, a decrease in fuel and electricity consumption during its operation, as well as the unification of parts, assemblies and devices. At present, the State Standard of the Russian Federation in the field of quality management assists domestic manufacturers 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 saving of materials and energy, obtaining more products per unit of labor costs, reducing costs and increasing profits, accelerating turnover working capital, acceleration of 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 economic science is closely related to 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 does not hang in the air. Determined by the properties of the commodity body, it does not exist outside this latter. Therefore, the commodity body ... 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 to use them. 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 really becomes a 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 have different requirements for it. As a result, the same product parameters can be evaluated in different ways. 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 types of products that satisfy the same need can be considered as 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 usefulness is the socially necessary quality. It predetermines the achievement of such a level of consumer properties of products, which 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 themselves that are essential, 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 a given use value has the properties he needs. The totality of certain useful properties of the product makes it a commodity. Assessment of the use value according to the degree of satisfaction of a specific need determines the quality of the product.

Quality embodies the degree, the measure to which the 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 for a given product as a result of the emergence of new social needs will change. (For example, the production of black-and-white television sets, computers such as "Minsk-32", etc.) Obviously, at all stages of development of social production, a quality is needed that meets the needs of society based on its capabilities in specific conditions.

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

Table 1.1 shows the variety of formulations of product quality concepts. However, for the specific conditions of joint activities of people, this terminology must be concretized 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 meet certain needs in accordance with its purpose."

Table 1.1 Dynamics of definitions of quality concepts

	Formulation of quality definitions
Aristotle (III century BC)	Difference between items; differentiation on the basis of "good - bad"
Hegel (XIX century A.D.)	Quality is, first of all, determinacy identical with being, so that something ceases to be what it is when it loses its quality
Chinese version	The hieroglyph for quality consists of two elements - "balance" and "money" (quality = balance + money), therefore, quality is identical to the concept of "high-class", "expensive"
Shewhart (1931) K. Isikova (1950)	Quality has two aspects: objective physical characteristics and a subjective side (how good a thing is) Quality is a property that really satisfies consumers
J. Juran (1979)	Suitability for use (suitability for purpose). The subjective side is the degree of customer satisfaction (to realize quality, the manufacturer must know the customer's requirements and make his products so that it meets these needs)
GOST 15467-79 International standard ISO 8402-86	Product quality - a set of product properties that determine its suitability to meet certain needs in accordance with its purpose. Quality - a set of properties and characteristics of a product or service that give them the ability to satisfy conditioned or implied needs
International standard ISO 8402-94	Quality - a set of characteristics of an object related to its ability to meet established and implied needs

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

Distinguish between production and consumer properties of products. The entire set of properties created in the production process is referred to as production. It represents potential quality.

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

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

The 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.

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

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

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

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

The quality indicators of the 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 mechanical 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 with the help of instruments, measuring instruments, experimentally or by calculation, and is expressed in kind (points, other units) or in value terms.

For evaluating some product properties (e.g. aesthetic) technical means are unacceptable, therefore, measurements are made by organoleptic methods (using the senses on a point system). Sometimes the properties of products are assessed by opinion polls of consumers or experts.

The above nomenclature of quality indicators is the basis for a quantitative assessment of the quality of a particular type of product. Moreover, the level of product quality can be assessed, depending on the goal, differentiated by single, complex or integral indicators, production or consumer group. Thus, the quality level 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 о, Qi6 - respectively the value of the i-th quality indicator

the evaluated and the base product, points;

i = 1, 2, 3, ..., and is the number of product quality indicators. Along with the quality level, the technical level of the product is determined - a relative characteristic obtained by comparing a certain set of quality indicators of products of the type under consideration 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 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 that regulate system-wide issues of information support, the procedure for the development, design, approval and implementation of enterprise standards, as well as the implementation of state and industry standards; holding "quality days"; 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 a 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 state of technical and other processes that affect product quality; comparison of the actual results of the activities of various divisions of the enterprise in the field of product quality with the requirements of standards; preparation and decision-making on quality improvement issues; organization of planned preventive measures.

The standards of the enterprise contain provisions on stimulating product quality, recommendations on the development of forms and methods of material and moral encouragement of the team and individual workers enterprises. The indicators laid down in the standards make it possible to correctly assess the contribution of each contractor to the solution of the problem of improving the quality of products and thereby 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, engineering and technical workers on the use of additional reserves of production. Enterprises are obliged to produce products in full compliance with the standards, the enterprise is responsible for the release 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's activity, that is, what it is intended for.

At the same time, practically all divisions 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, it becomes necessary to perform auxiliary tasks for servicing the quality system itself. These tasks include: conducting internal audits and completing the system, coordinating and methodological support of the work of departments in the quality system, organizing the activities of quality circles, as well as certification of products and quality systems.

The weight of the content activity in relation to the maintenance of the system itself shows how rationally the quality system is organized. Therefore, one should beware of the excessive proliferation of auxiliary activities. In sociology, this phenomenon is known as "the expression of bureaucracy", when a system is locked into self-service, to the detriment of performance technical functions for which it was created.

In accordance with the recommendations of ISO 9000 standards, a representative of the company's management should lead the quality system and be responsible for its effective functioning. As a rule, he is directly subordinated to the quality service and uniting the quality management department, departments technical control, metrological service, central plant laboratory and standardization service.

The responsibilities of the quality service include how to fulfill

other tasks, quality service:

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

Policy development and quality planning

Quality control of development, manufacture and testing of finished products

Metrological support of production

Carrying out work on standardization and control standards

Introduction of claim work

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

Functional quality system check

Organization of works on certification of products and quality system

Methodological guidance in training personnel on quality issues

It goes without saying that the enterprise during production may experience quality problems - defects. This is sometimes unavoidable in some situations, but dedicated quality control departments are currently dealing with this problem quite successfully.

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

Quality control costs and scrap costs can be plotted on the same graph, as 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, since there are many other variables to consider. However, this task is the most important task for the leadership. Many firms do not make such calculations, although calculating quality costs 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 set goal.

The quality policy of the enterprise 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.

A customer (consumer) and a supplier (manufacturer) function in the quality system.

The quality system that ensures the company's policy and the achievement of the quality goal 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. Manufacturing.

6. Control, testing and inspection.

7. Packing and storage.

8. Implementation and distribution

9. Installation and operation.

10. Technical assistance in service.

11. Disposal after use.

Primary is the formation and documentation of the quality policy by the management of the firm (enterprise).

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

Improving the economic situation of the enterprise by improving quality;

Expansion or conquest of new sales markets;

Achievement of the technical level of products exceeding the level of leading enterprises and firms;

Defectiveness reduction, etc.

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

The general quality management system can 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 deterioration in quality;

After-sales service;

Receiving information from the consumer;

Quality assurance system check.

Modern methods of quality management are increasingly being used at Russian enterprises. However, there is still a lag behind foreign firms.

Since the mid-90s, experts and practitioners abroad have been linking modern quality management methods with the TQM methodology - universal (all-encompassing, total) quality management.

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

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 service".

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 State Standardization System of the Russian Federation (SCS) is based on five standards:

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

2. GOST R. 1.2-92 "State system of standardization 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 coordination, approval and registration of technical specifications."

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 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 Gosstandart, 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 into the European network, and then grew into the International network. This ensures the mutual recognition of certificates and makes it possible for enterprises to avoid unnecessary repeated assessments of quality systems by different organizations. Product and quality system certification is firmly established in world practice trade relations in this regard, for Russian enterprises carrying out external economic activity, certification of products and quality systems, becomes essential for the admission of their products to the external market. When choosing a body for certification, the main criterion should be its international authority, so that the certificate received from it provides wide recognition of the high quality of products in the sales markets. Thus, compulsory certification allows for legal grounds supply products to sales markets, and voluntary certification of products and systems, quality gives the enterprise an advantage in competitive struggle and helps to increase the price and volume of sales of its 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 that meet the mandatory requirements of standards. Such products cannot be advertised and imported into Russia without a certificate. Voluntary certification of products and quality systems increases the competitiveness of products in the sales market. Without the organization of work on mandatory certification of products without knowledge and compliance with the legislation in the field of quality in force in Russia and in 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 directions in the activities of enterprises for quality management is 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 the safety of products for the population and the environment, as well as legal rules for the relationship 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 product is safe and meets 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 free elimination of defects, or replacement with a similar product. The seller is obliged to satisfy the requirements of the consumer, if he (the seller) does not prove 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.

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

Protection of consumer rights when selling 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 Gosstandart of Russia establishes metrological services, the State Metrological Control and Supervision, the procedure for checking measuring instruments, their calibration and certification.

Since July 1 of this year, the laws "On certification of products and services" and "On standardization" are canceled. They were replaced by the Law "On Technical Regulation". This law abolishes compulsory certification for most goods, since the previous system did not provide sufficient 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 they come 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 regulations will define the product safety requirements. State standards will remain, but will be of a recommendatory nature. The trade inspectorate, FMC, 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 the test reports. Their manufacturer can carry out either on their own or in an accredited laboratory.

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

The Law "On Manufacturer's Responsibility for the Release of Defective Products" The most important legal act aimed at protecting the EU countries from the spread of substandard products was the Law "On Manufacturer's Responsibility for the Release of Defective Products" adopted on July 25, 1985 (hereinafter referred to as the Law). All EU member states were instructed, within three years from the date of its publication (07/30/85), to bring their legal and administrative acts concerning liability for the release of defective products in accordance with the said Law. This Act established the presumption of the manufacturer's guilt for damage 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 a causal connection with the damage incurred, as well as the amount of damage. The manufacturer knows his production well and if he fails to prove his innocence (and the jurisdiction makes very high demands), then he is liable for the resulting damage. Thus, in accordance with Article 3 of the Law, it is not possible that in the event of damage or harm to persons due to defective products legally produced or supplied in the EU, there would be no person responsible for the defective product and who is at the same time the subject of the right to the territory of the EU.

According to fundamental principles New concept The Council of Europe issues directives on harmonization, which establish minimum requirements for products, as well as the procedure for their introduction into circulation. An EU directive is a piece of legislation that requires all EU member states to bring their national legislation in line with the requirements of this directive. The member states are obliged to implement the EU directives into national legislation. The harmonization directives pursue the goal that, thanks to the issuance of a single legal act, it will immediately be possible to resolve the problems of movement of a certain group of products in the EU by introducing uniform requirements for all participating countries without their constant mutual agreement. The introduction into circulation of products falling under the EU directive (and, therefore, automatically under the national legislation of each of the participating countries) is unacceptable without observing the fundamental requirements of the relevant law. If a product, in whole or in part, falls under an EU directive, it is said that the product falls within a legally regulated area. The manufacturer of such products, when placing them into circulation in the EU, declares under his sole responsibility that these products comply with all the provisions of the directives and marks these products with a sign.

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