Essence of quality as object of management
Concept of quality
Getting this or that thing, we, estimating its quality, we reflect: whether it meets our expectations?
By consumers quality is understood as appearance, good quality, reliability, profitability. The beautiful thing pleases, gives esthetic pleasure. And if it is made soundly, saves our means.
But how to define, this or that thing, whether it be the motor or an alarm clock, the difficult machine or the car, clothes or footwear is how good? Criterion of quality of production is compliance to its established requirements (normative or technical documentation, the contract, the buyer) and suitability for intended use.
The state standard specification 15467 interstate standard as follows treats the term "quality of production"- set of the properties of production causing its suitability to satisfy certain requirements according to its appointment.This standard definition leans on the technical and economic nature of formation of quality of production and covers those properties of production which are connected with possibility of satisfaction of certain public or personal needs.
According to the terminology given in the ISO 9000:2005 international standard, qualityis degree with which set of own characteristics fulfills requirements.
Both of these terms focus producers on creation and production of production with such combination and level of properties which allow to satisfy certain requirements as societies in general, and certain consumers and serve as the prerequisite for the organization of works on improvement of quality.
Thus, quality begins with satisfaction of needs of the customer or the consumer, suitability of production to operation (reliability of work, maintainability, etc.), about (speed and system effectiveness of service, including secret).
It is often possible to hear also other definitions of the term "quality" treated from the philosophical point of view:
- quality is a satisfaction of the client with service;
- quality is when low-quality goods come back to shop the buyer;
- quality is when by production and uses of products the minimum of energy and materials when they for the benefit of happiness and health of those who uses them who drives them, and also those who gets rid of them, without causing thus is consumed harm to environment;
- quality is the process conducting to progress.
By expert estimates, 30% from the general criteria are the share of quality and only 18% - on the product price, the 20th delivery time, 18% - on popularity of firm and 14% - on quality of production.
In the developing market relations quality of production is the main indicator of its competitiveness, under quality the trademark of the enterprise is associated; loss of quality threatens with loss of buyers and leaving from the market. At bi of low-quality production the enterprise sustains the real loss connected with the marriage correction guaranteed themes non-productive costs, such as add control, alteration, costs of raw materials and materials, etc.
Being the important tool in fight for sales markets, quality provides competitiveness of goods.
Competitiveness is the property of object estimated by the consumer to surpass at present on qualitative and to characteristics analogs in a concrete segment of the market.
At rather saturated market competitive production has to meet the main requirements: to be to the necessary consumer, to arrange it on quality and the price. Quality, in turn, considerably will define a local assessment of production which depends on set of the properties of production which are formed at its development, production, storage and consumption.
These properties also determine the product price. For measurement of competitiveness it is enough to estimate quality and the price of a product, and then to compare them to similar values at rival products.
Today thanks to new technologies in production and life the unique equipment is applied. At the same time increase of complexity of production leaves a mark on requirements to its quality, and the related problems become more and more sharp and difficult. For such production failure of one element can lead to violation of a working hours of all system or process. In production similar malfunctions are interfaced to economic losses because of release of the rejected production and even to a possible stop of production.
Idea of quality constantly changes. Quality, satisfying the consumer a year ago, can not answer it any more to requirements in the current year. At each step of development of society requirements to quality increase. Earlier quality was associated only with lack of defects, speak about quality in more now broad understanding also connect with it such categories, as profitability, the measured indicators of spiritual value and increase qualities of life.
For example, the Japanese concept of quality provides four levels of quality representation about which is constantly transformed from 50th years of the XX century to the present.
2.2 The first level - "compliance to the standard". Quality of production is estimated as conforming or inappropriate to requirements of the standard. It is necessary to find out requirements, to approve standards and procedures of quality check of production. A shortcoming is need of carrying out obligatory quality control and absence of the accounting of requirements of the consumer (market).
The second level - "compliance to use". Production has to not only conform to the standard, but also meet operational requirements. Then it will be in demand in the market. To correspond to all options of use of production, have to care of its quality not only researches and development, planning, quality control of sale and service. Methods of the analysis of the market and interfunctional management were mastered in Japan in the late sixties by t - the beginning of the 70th years when there was an original consumer revolution.
The third level - "compliance to the actual requirements of the market". In an ideal it means high quality at low price in the Only way of achievement of it production is faultless. Quality of production is created not by inspection to a quality or the high-quality equipment, and rather constant aspiration to improvement of quality from the part of workers taken in the course of production.
The fourth level - "compliance hidden (to unevident requirements". In the rich countries, such as Great Britain the USA, Japan and others, the market is flooded with production which differs on a level of quality a little and meets all obvious, obvious requirements of the buyer. Therefore advantage at sale is got by production considering the hidden requirements. The consumer does not suspect that he wants. And only when suggested to buy it something original, unexpected, he will understand what exactly it is pleasant to it and approaches. The prospering firms around the world are now halfway to achievement of this level Quality as the most priority indicator of competitiveness is an important factor of steady growth domestic economy and its integration into the world market. Only at achievement of a high level of quality Kazakhstan will be able to carry out the strategic task - to get into the world community not into the role of a raw appendage, and as harmoniously developed, advanced country with high technological level.
Today quality is an economic success of the enterprise; means, wellbeing of his workers, shareholders, the owner and for society - healthy economy, defense capability, ecological wellbeing, a worthy place in the world community.