Quality management in a manufacturing enterprise. Basics of quality management Basis of quality management of production activities

An important part of ensuring product and work quality management is the organization of product manufacturing quality control at all stages of its production. life cycle.

The main task of technical control of product quality is to ensure the release of high-quality and complete products that meet the requirements of regulatory and technical documentation: technical regulations, standards and generally accepted rules and custom.

The functions of technical control include the following types of control:

  • 1) Quality control of raw materials, materials, components arriving at the enterprise.
  • 2) Control of serviceability and compliance with technical (passport) characteristics of labor tools (equipment, tools, fixtures).
  • 3) Quality control of products for all operations of the technological process.
  • 4) Final quality control finished products in accordance with the terms of reference and (or) market, competitive parameters.
  • 5) Monitoring compliance with the requirements of scientific and technical documentation at the stages of storage, packaging, transportation and pre-sale preparation products.
  • 6) Prevention, detection, accounting of defects in the process of manufacturing products, establishing the causes of its occurrence and taking measures to eliminate it.
  • 7) Participation in the development of measures for the global improvement of the quality of products and work at the enterprise.

The organization of technical control is based on the following principles:

  • preventive in nature. It is to prevent the occurrence of marriage. Provided with a selection of appropriate types and objects of technical control;
  • reliability of control. It is ensured by the quality of metrological support (measuring instruments and devices), qualifications of inspectors, and the type of control. An increase in the accuracy of control is ensured by the use of modern control and measuring instruments: devices for non-destructive testing of materials, built-in equipment for automated control and measuring devices, etc.;
  • efficiency of control - reduction of labor costs and funds for technical control. Provided by the choice of the appropriate type, methods and technical means control. Significant savings in technical control are achieved when using statistical methods, as well as mechanization and automation of control operations;
  • involvement of direct executors (workers) in technical control. This is due to the transfer of highly qualified workers to self-control, and the receipt by them of the right of personal stigma. All these measures increase the responsibility of the performers for the quality of products, and reduce the cost of control.

The types of technical control are classified as follows (Figure 18.1).

Norm control - compliance of working documentation with design and technological preparation of production.

Production control - consists in registering the readiness of production to carry out technological operations, in accordance with the design and technological documentation. Inspection control - super control - control control; Quality control and competitiveness products - comprehensive quality control, summarizing not only the positions of technical control, but also the global quality and efficiency management system at the enterprise. Here he acts as a connecting link in the general system of control and the formation of the quality and competitiveness of products, as the productive activity of the production team, expressing the main purpose of all types of control.

According to the completeness of coverage, they distinguish between continuous, selective, volatile, continuous and periodic control.

Continuous control it is used when checking the quality of those products where it is absolutely unacceptable to miss defects, and the quality of workmanship cannot be checked in subsequent operations. The indicators of the quality of finished products are subjected to complete control.

Selective control it is used for high labor intensity of control, in operations performed on automatic, semi-automatic and production lines in conditions of mass production.

Rice. 18.1.

Flying control produced in cases stipulated and (or) prescribed in regulatory documents (enterprise standards), mainly to check the correctness of production control, to check technological discipline, at random times.

Continuous monitoring is carried out, as a rule, on line and automatic lines in order to obtain constant quantitative and qualitative changes in the specified product characteristics, for the timely adjustment of equipment and similar activities.

Periodic control - verification of technological processes of a stable nature, for prevention and quality assurance.

By coverage unit parameters of products (diameter, length, height, with tolerance "+", "-"), complex indicators (power, energy intensity, etc.) can be controlled.

By the degree of destruction control can be carried out with partial destruction of the controlled parameter, which can be restored, with complete destruction (determination of hardness, tensile strength, etc.) and without destruction.

By influence on the course of the technological process control can be passive (simple statement of fact) or active with the adoption of a managerial decision.

Control can be carried out manually, organoleptically, using devices and devices (mechanized), semi-automatically (using recorders) and automatically.

Control methods are divided into technical inspection, measurement, registration and statistical processing of all or part of the previous methods.

Technical control is carried out employees of quality control department(technical control department), technical services, in the shops, by the workers themselves, having a personal stigma (Fig. 18.2).

The quality control department may include subdivisions (bureaus): technical acceptance of materials, semi-finished products and products coming from external suppliers; shop control; equipment control;


Rice. 18.2. The structure of the technical control department at the enterprise for testing and delivery of finished products; control of compliance with the requirements of NTD at the post-production stage of the life cycle of the product; accounting and analysis of marriage.

In OT K, inspection teams may be set up to randomly inspect products that are inspected by the workers themselves.

The head of the quality control department reports directly to the director of the enterprise. The technical control department may be part of the quality management service and in this case, functionally report to the deputy director for quality.

The product quality management service in its activities is guided by the law "On technical regulation", which normalizes relations arising from:

  • in the development, acceptance, application and use of mandatory requirements for products, production processes, operation, storage, transportation, sale and disposal;
  • the development, acceptance, application and implementation of voluntary product and process requirements;
  • conformity assessment.

The main goals and principles technical regulation are shown in Fig. 18.3.

The final documents of technical regulation are technical regulations, standards and certificates.

Technical regulations are state document establishing binding legal and individuals requirements for objects of technical regulation, ensuring radiation safety, biological safety, explosion safety, mechanical, fire, industrial, thermal, electrical, nuclear and radiation safety, electromagnetic compatibility in terms of ensuring the safety of devices and equipment, uniformity of measurements.

General technical regulations developed on issues:

  • safe operation and disposal of machinery and equipment;
  • safe operation of buildings, structures, structures and safe use of adjacent territories;
  • fire safety;
  • electromagnetic compatibility;
  • environmental safety;
  • nuclear and radiation safety.

Special technical regulations establish requirements only for those types of products, processes of production, operation, storage, transportation, sale and disposal, in relation to

Rice. 8.3.

(works, services) of which the requirements of general technical regulations are not provided.

Technical regulations after discussion, expertise and government feedback are adopted in the form of federal laws and are included in the federal information fund of technical regulations and standards.

A standard is a document that, for the purpose of voluntary and repeated use, establishes the characteristics of products, rules for the implementation and characteristics of the processes of production, operation, storage, transportation, sale and disposal, performance of work or provision of services. The standard may also contain requirements for terminology, symbology, packaging, marking or labeling and rules for their application.

National standards and all-Russian classifiers technical, economic and social information, including the rules for their development and application, are national system standardization.

National standards are applied on a voluntary basis and approved by the national standardization body.

All-Russian classifiers - regulatory documents that distribute technical, economic and social information for the application or creation of state information systems and information resources and for interdepartmental exchange of information.

Organization standards are developed and approved by them independently on the basis of the need to apply for general purposes of standardization, to improve production and ensure product quality, perform work, provide services, as well as for the dissemination and use of research (testing), measurement and development results obtained in various fields of knowledge.

Certificate of conformity - a document certifying the compliance of objects with the requirements of technical regulations, the provisions of standards or the terms of contracts.

Voluntary confirmation of compliance carried out at the initiative of the applicant on the terms of the contract between him and the certification body.

Mandatory certification is carried out only in cases established by the relevant technical regulation, and exclusively for compliance with the requirements of the technical regulation. It is carried out in the form of the adoption of a declaration of conformity or a certificate, which have equal legal force.

Objects certified on a voluntary basis can be labeled with the conformity mark of the voluntary certification system.

Product quality(works, services) is its ability to satisfy human needs. It is characterized by indicators reflecting its individual properties, summarized in a general assessment.

Single product quality indicators reflect its individual properties (dimensions, weight, color, etc.); complex quality indicators - a set of homogeneous product properties (technical, economic, regulatory, ergonomic, etc.); integral quality indicators give an overall assessment of quality (in points, price units, categories).

Quality indicators are quite specific for each product of labor (goods), but there is also a widespread list of complex quality indicators that can be called typical(fig. 18.4).

Here reliability indicators are evaluated according to the test results and characterize the durability, reliability and preservation of products during the warranty period and the entire service life.

Performance Indicators characterize mainly technical properties products that ensure the possibility of its operation in the appropriate environment. These include:

  • indicators that determine the specific features of the product, its belonging to a specific type (type, class) and scope;
  • indicators of technical productivity and efficiency of use (for example, the volume of work, the volume of information processing, product release, etc.);
  • design indicators that characterize the size, types of design solutions;
  • indicators of the composition and structure of products in terms of the subject content of substances, impurities, etc .;
  • reliability indicators, in addition to durability and reliability, may include indicators of preservation;

Rice. 18.4.

Indicators of patent protection, legality of use trade marks, brands, etc.

Technological indicators characterize products in terms of labor intensity of manufacture, material consumption, equipment of manufacturing processes and cost (prime cost) sufficient for competitiveness.

Indicators of the level of technical standardization determine the scale of applicability, repeatability of parts and assemblies in the product, the constructive continuity of the product model in the type of product and the level of use of unified (standard) parts and assemblies in the product.

Ergonomic indicators characterize the compliance of the product with the requirements determined by technical regulations, standards, maximum permissible concentrations (MPC) of harmful substances, their maximum permissible emissions (MPE) into the atmosphere, etc.

Profitability indicators consumption is estimated by the costs of the buyer for the purchase, operation, service and disposal of labor products (products) in absolute terms and in relative terms.

Quality indicators are determined different methods: by measurement, calculation, by organoleptic, expert assessment and survey (sociological methods).

Often level assessment product quality is carried out by point methods and total rating score taking into account the importance of complex quality indicators.

Using statistical methods product quality assessments, the values ​​of quality indicators are determined using the rules of mathematical statistics.

Significance factor product quality indicator expresses a quantitative characteristic of the significance of this indicator among the total set of measured indicators.

Typical example peer review method product quality is shown in Fig. 18.5.

High quality of products and their competitiveness depend on many factors, which should be the subject of management of managers - organizers of production. The main ones are:

  • technical factors (design, technological, certification, etc.);
  • economic forces(material, labor, financial, etc.);
  • social factors (managerial, legal, collectivist, etc.).

Rice. 18.5.

The world community has summarized the experience of an integrated approach to the organization of quality management in the ISO 9000 series standards. At the same time, quality assurance, management and improvement are carried out at all stages of the product life cycle through the so-called “quality loop”. This is shown schematically in Fig. 18.6.


Rice. 18.6. Quality loop according to ISO 9004 1

On the basis of international standards ISO 9000-9004 and the accumulated domestic experience, recommendations have been developed for the use of GOST 40.9001, GOST 40.9002 and GOST 40.9003-88.

The most popular system of total quality management at present is TQM (Total quality Management).

Control questions

  • 1. What are the tasks and functions of product quality control?
  • 2. What principles are guided by the organization of technical control?
  • 3. How are the types of technical control over the manufacture and sale of products classified?
  • 4. What is the structure of the technical control department at the enterprise?
  • 5. What is the product quality management service guided by?
  • 6. What are the principles and goals of technical regulation of products (works, services)?
  • 7. What is the significance of technical regulations, standards and certification?
  • 8. What indicators are used to assess the quality of products?
  • 9. What methods are used to assess product quality?
  • 10. What is the significance of ISO standards?
  • 11. What is GOAL / !?
  • About technical regulation. Ed. dated 09.05.2005, No. 45-FZ.
  • To date, the following have been published: Technical Regulations "On the Requirements for Automobile and Aviation Gasoline, Diesel and marine fuel, fuel for jet engines and fuel oil "Decree of the Government of the Russian Federation of 27.02.2008, No. 118; "Technical Regulations for Milk and Dairy Products" dated 12.06.2008, No. 88-FZ; Technical regulations for fat and oil products dated June 24, 2008 No. 90-FZ; Technical Regulations "On Fire Safety Requirements" dated July 22, 2008 No. 123-FZ; "Technical regulations for fruit and vegetable juice products" dated October 27, 2008 No. 178-FZ.
  • http://www.yur-online.ru/book28/17.html

Basic definitions and concepts Previously, customers wanted quality, now they demand it H. Harrington, Quality Manager, IBM Corporation What is quality Philosophical approach The state of absolute absence of defects and complete perfection Measurement: impossible but recognizable if it occurs Examples: sea clam shell Bach etudes From point from the developer's point of view The presence of certain criteria in the products that uniquely characterize it Measurement: based on the evaluation of criteria Example: capacity ...


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

Let's consider the main methods and means of quality management at the enterprise, we will tell you how to organize the implementation of this system and improve it.

What is quality management

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

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

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

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

  • setting management objectives in the field of quality;
  • forecasting and planning actions for future quality;
  • fixing quality requirements in accounting documents;
  • study of indicators of the quality of finished products;
  • control over the achievement of these indicators;
  • development of a set of measures to correct quality;
  • striving to improve the system;
  • responsibility for inadequate quality.

NOTE! Quality indicators will vary depending on the characteristics of the controlled product.

International quality standards

As a result, modern ways of introducing a quality management system make it possible to work in a planned manner that increases the competitive advantages of the enterprise. Customers, especially large ones, often prefer to make sure the quality of the product before concluding a contract. Presentation and exhibition samples cannot give a reliable picture. Therefore, a system of international standards was introduced, the observance of which guarantees customers a certain level of quality. With her help:

  • you can work more effectively with the clientele, reliably retaining regular customers by increasing their trust;
  • to influence the creation of the production culture of the enterprise, when the personnel feel their responsibility for the results;
  • the attractiveness of the company for investors increases;
  • a positive reputation of the company is formed;
  • the enterprise becomes more financially stable.

Where did ISO come from

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

Features of ISO standards:

  1. Versatility. These system requirements are suitable for organizations of various industries and forms of business.
  2. Modernization. The standards are constantly being refined and improved, new versions are being adopted. Today, the latest edition is valid, adopted in 2015, the previous version is valid until mid-September 2018.
  3. International identity. The certified requirements are applicable anywhere in the world.

International standard principle

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

Modern basic quality standards

  1. ISO 9000 - reveals the basics of quality management, displays commonly used terms.
  2. ISO 9001 - the very requirements for the organization of systemic quality management.
  3. ISO 9004 is a standard that helps to develop and exceed the metrics set in 9001 to further improve quality.
  4. ISO 19011 - Methodology for auditing quality management systems.

Quality management methods

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

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

They can be divided into several groups.

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

Organization of quality management

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

  1. Analysis of the established quality management. The spontaneous quality management that existed in the company must be brought to the system requirements, and for this, you first need to assess the field of forthcoming changes.
  2. Management training. It is from the "head" that firms should start drastic changes because the result is directly related to the professionalism of the management.
  3. Development of a quality management system project. This includes actions to create the necessary basis for future change, especially documentary.
  4. Implementation process- organization of activities of personnel of all levels in accordance with new requirements and standards.
  5. Consultations and checks. When the system starts working, you need to regularly monitor its compliance with the planned project, timely identify deviations, correct them and prevent new ones.
  6. Certification. Once the system is “oiled and tweaked,” it can be validated through peer review, resulting in the coveted ISO 9001 certification.

1.The meaning of standardization and certification

Quality system - aggregate organizational structure, allocation 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, formalized in the form normative documents legally binding.

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 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

Excess of supply over demand, competitive fight for the buyer led to the need to develop objective indicators to assess the ability of the company to produce products with the required quality characteristics .. At the same time, the quality of manufactured and supplied products must be stable, 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 activity.

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 economies was 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 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. 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 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 control 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 the 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 can 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 of products or activities of the firm.

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;

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.

At the end of May, the General Director signed the "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 is subject only to to CEO.

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: the marketing department, the development directorate, the production directorate, the economics and finance directorate, the personnel directorate, and the 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 interested in no 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 the Ford corporation as follows:

“A planning tool for translating the quality characteristics that the customer requires (ie 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. 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

Under consideration technological process product development. 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

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".

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 metric) mapped to represent the state of the process.

Rice. 5. Control card

At certain periods of time, take (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 that characterizes 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 the 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.

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

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

TOPIC 11. MANAGEMENT OF LABOR AND PRODUCT QUALITY (LECTURES 2 HOURS, PRACTICAL 2 HOURS)

LECTURE No. __.

1. The essence and objectives of quality management of labor and products.

2. Standards as an organizational and technical basis for quality management, their classification.

3. Japanese labor and product quality management system.

4. Specificity of quality management in the USA.

5. The essence of the new management discipline KSUKP, its content. The manager's task is to create high quality products.

6. Problems of constructing KSUKP in agriculture RB. (Here are the main reasons for the low quality of agricultural products)

_______________________________________________________________________

ESSENCE AND OBJECTIVES OF LABOR AND PRODUCT QUALITY MANAGEMENT

Product quality is a set of properties that determine its suitability to meet certain needs in accordance with its purpose. These properties may include the content of substances useful to humans, reliability and durability of operation, aesthetic properties and grade of products.

Product quality largely depends on quality of work- a set of properties of the labor process, allowing you to perform all work operations in accordance with the established requirements.

Product quality management- is the establishment, provision and maintenance of the required level of product quality during its development, production, circulation, operation and consumption, carried out through systematic quality control and targeted impact on the conditions and factors affecting it.

Managing the quality of labor and products is carried out at different levels - the economy of the country as a whole, the industry and the individual enterprise.

In the process of product quality management, one should proceed from the principle “the consumer is always right”. At the same time, the high quality of products, as noted by foreign experts, begins with the training of labor and ends with the training of personnel. The quality improvement process starts with leadership. Every job is important; if not, it should not be done at all. The Japanese note that the problem that has arisen today is the result bad work yesterday.

STANDARDS AS AN ORGANIZATIONAL AND TECHNICAL BASIS OF QUALITY MANAGEMENT, THEIR CLASSIFICATION.

Back in 1974, Gosstandart of the USSR, together with KKTN and Gosplan, approved the "Basic principles Unified system government controlled product quality ”(ESGUKP), which have not lost their importance at the present time. The main goal of this system was the full use of the scientific, technical, production and socio-economic capabilities of the country to improve the quality of all types of products. The state system became its organizational and technical basis. standardization - establishing and practical application the most rational and economical methods of its work. There were state standards (GOST), industry standards (OST), republican (PCT), enterprise standards (STP).



One of methodological foundations the state system is the differentiation of its objects depending on the category of standards. So, the objects of GOST are specific types of agricultural products (grain, potatoes, milk, etc.), the rules and methods for its storage, packaging, labeling and transportation, the procedure for delivery and acceptance and test methods, units of measurement, typical technological processes of cultivation with / x crops and livestock production, chemical, bacteriological and biological methods of protecting plants and animals from pests and diseases, performance of machines and tools, measuring instruments, testing and inspection methods, labor protection standards.

Technical conditions (TU) are developed for products not yet covered by GOST or OST, as well as in cases where it has already been standardized, but it is necessary to supplement the requirements for specific conditions of production or use of this product. TU objects can also be specific types of work (for example, requirements for quality and timing renovation works by contractors). The validity period of the approved technical specifications is limited - it should not exceed 5 years.

The work on creating a standard and its distribution goes through the following stages:



Organization of development and compilation terms of reference;

Feedback processing and development of the final project;

Preparation, coordination and submission of a draft standard for approval;

Consideration of the draft standard, its approval and registration;

Edition of the standard.

In the branches of the agro-industrial complex, enterprise standards (STF) must be used. They streamline and standardize the process of managing the quality of labor and products, define exactly who, what and when and how should do it.

Enterprise standards are divided into basic, general and specific. The main standards define the structure, functions and tasks of quality management, cover all production, technical, economic and social activities labor collective. General standards regulate information support, the procedure for the implementation of state and industry standards, the rights, obligations and procedures for the work of councils on production efficiency, quality of labor and products, sections of these councils, quality posts, holding Quality Days, etc.

The development of the STP is carried out by specialists who are well aware of the conditions of production, its real capabilities. Ready-made standards are approved by the head of the enterprise and are binding only for this farm.

STP objects can be:

regulations internal regulations;

functional responsibilities enterprise services;

a list of technological operations and techniques that make up a complete technological process for the production of a specific type of product, the order of material and moral incentives workers for the high quality of labor, products, etc.

All GOSTs and OSTs must be strictly observed when developing enterprise standards. For example, for machine milking masters, the STP should include the following technological and organizational requirements that are part of the industry standard.

The state product quality management system is quite complex, its elements are implemented at different levels of management.

About the quality management system in the Republic of Belarus

At the international level, important tasks are solved by the International Organization for Standardization (ISO), founded in 1964. It has its own charter and rules, approves special procedures for creating standards. The supreme body of ISO is the General Assembly, which is collected every 3 years.

International standards contain the information necessary to ensure external relations: quality standards and methods of their verification, information about the devices with which quality is controlled, data on transportation methods, etc., which allows different countries, regardless of national characteristics, level economic development to supply the world market.

 

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