The analysis of product quality as an object of management is especially relevant if we recall the fact that a market economy reigns in our world. This system pays special attention to quality issues. The reason for this is strong competition. There are several methods of competition, and the key division is into price and non-price, that is, involving the provision to the client at the same cost as competitors of a higher quality product, service. Quality is becoming a key factor attracting potential customers.
Competition and situation
The management object in the quality system, the product presented to the public by the enterprise, is material significant for research, giving an idea not only about a particular company or its activities, but also (indirectly) about the market as a whole. In powers dominated by a market economy, where such a system is sufficiently developed, the struggle between the companies has led to the formation of specific programs aimed at improving quality. Practical measures, theoretical studies have shown the need for the formation of such correct indicators that would allow us to describe the ability of the enterprise to produce some product that has all the significant qualities and parameters. To confirm compliance, it was decided to introduce a certification system. Successfully passing it receive a specific certificate that declares the product parameters.
Now, taking into account the features of the facilities and quality management levels, it has become clear that the best prospects are inherent in enterprises capable of proving internationally: they make a really high-quality product. There are special standards adopted at the interstate level. They are taken into account when certifying the product of a company. A certificate of quality system in current market conditions often becomes a key factor in determining whether a contract will be concluded with an enterprise.
Present and factors determining it
Selling high-quality products to the end customer is an activity that provides the company with the opportunity to exist, determines its success in the market. Confirmation of this fact are numerous stories of enterprises that have managed to become popular and unique at the international level. Almost every modern person knows about the McDonald's restaurant chain. A good example of an enterprise that has put quality first and thereby earned the love of a clientele across the globe is Toyota. In general, there are a lot of positive examples. At the same time, market analysis shows that there are still a huge number of enterprises whose work crashes because consumer expectations and the real quality of the goods diverge in level.
The problem of quality planning, the objects of management of the management system responsible for the quality level of the product, are considered by numerous scientists. Quite a lot of specialized studies on this topic have been released. Today the world has vast experience in the field of management, including the management of quality parameters. If you summarize all these useful information and put them into practice, the company is guaranteed to be able to achieve excellent performance.
Terminology and understanding
Presently, the presentation of objects as quality, management objects in the management system is somewhat difficult due to the variety of interpretation of terms. Quality is an exclusively subjective concept. Many options have been devised, approaches designed to explain and define this phenomenon. At the household level, quality is usually understood to mean the conformity of a certain product to the requirements and expectations. In management at present, quality should be understood as a complex object that includes true consumer expectations at the current time and in the foreseeable future. Among other interpretations, one of the most popular ones is to regard quality as satisfying customer needs without limiting the functionality and parameters of products.
A study of purchasing activity showed that some people purchase certain goods in order to own status symbols. This is more often observed when choosing credit cards and purchasing vehicles. But in the general case, for each and every client, the quality of the goods is important - it is they who are evaluated by those who make a status purchase, and those who only seek to close their need. In our country, the Academy of Quality Problems is engaged in the management objects in the quality management system at a scientific level. Its experts determined a conceptual understanding of the essence of quality: this is a key category that determines the way of life, the basis for the development of society and its individual representatives. From this wording it follows that improving quality is a very important, capacious work. At the same time, misunderstandings remain regarding the essence of quality as a phenomenon.
Names and Formulas
In short, quality as an object of control is a phenomenon that has been trying to find a suitable decryption for a very long time, and from 1968 to the present day more than a hundred options have been proposed, and their number is becoming more and more year after year. This is due to the many aspects of quality as a category. From the point of view of philosophers, this is a characteristic of life; for specialists in the field of politics and economics, quality is the result of the mutual influence of price and consumer price. Of particular note in terms of understanding quality are the work of Crosby, who laid the foundation for the theory of quality management. Through his efforts, the phenomenon was defined as meeting expectations. Crosby worked simultaneously with Duran, who also made a significant contribution to science. Through his efforts, the phenomenon was defined as fit for purpose. In Harrington's works, one can see a proposal to interpret quality as satisfying customer requirements or exceeding them while maintaining an acceptable cost.
For some time, an analysis of what is the object of quality management, as should be understood the very phenomenon of quality, as well as other aspects of management in this area, an international company specializing in the problems of standardization - ISO. Experts have summarized well-known and popular interpretations, based on them determined the final interpretation of the term. It was decided to consider as quality such a complex of object parameters that describes its ability to satisfy needs already known or assumed. According to researchers, in many respects quality is determined by customer satisfaction. This phenomenon, formed by several blocks - components of quality.
Aspects of the phenomenon
Speaking about the objects and subjects of quality management, it is first necessary to determine what are the aspects that form this phenomenon. All of them are among the manufacturers that deserve special attention. The first and main is the determination of market needs, which allows us to understand what is the quality of the choice of a potential client. Also, quality aspects include production and design processes, the designed quality of the finished product, and the level of service after the conclusion of the transaction. It makes sense for the company to invest in ensuring all of these quality aspects, since this becomes a guarantee that the buyer will receive products that meet his expectations and satisfy his needs. From a strategic point of view, such an investment is a well-considered investment. According to numerous leaders of successful companies, investments of this kind are more profitable than most others. Especially interesting are such assurances on the part of entrepreneurs who are actively introducing elements of quality management into the work of their company.
In the modern scientific approach, the objects of quality management include customer focus and security. The latter includes not just the technical work assigned to some department of the enterprise, but a systematic process that affects the entire structure of the company. It must be remembered that the quality issue is important both in the framework of the product manufacturing process, and in its development, marketing promotion and service after the conclusion of a transaction with a client. Quality improvement is possible only when the technology is respected and regularly updated. General qualitative growth is possible when every employee involved in the production of a product is interested in achieving the maximum result. For this, they often resort to a variety of economic incentives that motivate people.
Many or few?
To understand the role of management quality in increasing the competitiveness of facilities, it should also be understood that there are quality measurement systems. A specific item may satisfy the needs of the buyer. You can call this ability a quality characteristic. Several types of characteristics have been introduced to comprehensively describe the situation. Some of them may be abstract, others reflect specific consumer desires, customer needs. Imagine that there is some car. A specific wish will be the dimensions of her cabin. The comfort of the interior is an aspect that has individual value due to the difference in the ideas of different people about what comfort is. Quality properties are divided into qualitative, quantitative. The last is measured by qualimetry. Qualitative parameters are those generated through the joint work of the consumer and the manufacturer of the product or enterprise that provides some service.
As part of the analysis of objects and subjects of quality management, they take into account that the quality of a product is its feature, which describes how successfully a customer's need can be satisfied, to what extent the product meets customer expectations. Quality is a complex of several properties that various phenomena, objects that universally surround a person in everyday life can possess. ISO has defined a broad concept of quality object. By such in management theory it is customary to understand various aspects of the enterprise. The objects are considered processes, activities, systems, firms, individuals. You can consider the product as a object - tangible, intangible, as well as a combination of these two types. A combination of the listed phenomena can act as an object.
Buyer and seller
Science dealing with subjects, objects, quality management functions, defines customer orientation as a key principle of quality management. Strategic orientation should have organizational support. The company organizes technical capabilities, conducts methodological work, research, in order to maintain customer focus. A properly executed process is vital for any modern company, forced to work in a competitive environment. The competition and policies pursued by the company in this aspect provide the buyer with quality goods and impeccable service. The degree of satisfaction is determined by how much the purpose of the product and the object itself correspond to each other in the eyes of the client. The consumer determines the specific requirements for different types, varieties of services, products. These requirements include durability, functionality, low risk, and other similar aspects. Requirements are generally defined as expressing customer needs. These are an element in the formation of relations between the goals of the client and the suitability of the goods to them.
Modern science considers the quality of education as an object of management, as well as the quality of creating a product or providing another service (for example, lawyer). In a word, any service, any product has a quality parameter. The criteria for evaluating it are different for the client. They are evaluated according to various non-quantitative parameters, and quantitative ones vary, since they directly depend on the client. For quality management and control over the level of the product to be sufficient, the manufacturer must be guided at least in quantitative requirements - and this does not always seem real. If necessary, qualitative parameters are transformed into quantitative ones, analyzing consumer wishes. Among the parameters that are taken into account in this case, the functional ones come first, that is, the subject must correspond to the work for which it is intended. No less important is the reliability determined by the number of failures (that can be repaired) of the product during the service period. Two other important parameters are the absence of defects and durability. The first involves only defects that the customer can identify. Durability is directly related to reliability.
Quality and reliability
In recent years, they are increasingly talking about specific qualitative parameters, which are rather difficult to quantify, especially at first glance. This is especially striking in comparison with the above parameters. For example, the object of control in a quality management system is safety. An equally significant aspect that describes the demand for a product and its ability to satisfy a client is design. It is important that the product is environmentally friendly - this is the only way it will attract the attention of customers around the world. In recent years, the importance of additional services has become more significant. This is usually provided after the transaction with the client, but in some cases, pre-sale service is also practiced.
Both the availability and the quality level of additional services should be determined by the complexity of the products. For a client who wants to make an acquisition, when choosing a particular product in favor, one of the key factors is the service offered, when it comes to buying something technically complicated. A good object that demonstrates this clearly is a computer, and what customers are guided by when choosing it. However, do not underestimate the importance of additional services in terms of the impact on the objects and subjects of quality management of education, legal services and other difficult services that are customary to provide in society. Often for a person it is quite unclear how to choose the optimal service center. A person only knows what type of service he needs. Analyzing additional offers related to service before the conclusion of the contract and after, he makes a decision in favor of a particular enterprise. This suggests that additional support is equally important in the sale of both tangible products and intangible services.
Locally and in general
Since the parameters described above act as control objects, it is clear that the manufacturer is able to guarantee compliance with the quality level of the products presented to the client and the requirements of the audience. This is realized through constant checks of quality indicators, predetermined by theoretical market research. In order to control the quality level, it is possible with a certain frequency to compare the actual parameters of the products and the established plans. From the fact that quality can be controlled, it follows that it is also possible to manage it.
In recent years, the special interest of persons involved in determining what acts as management objects within the framework of a quality system of an enterprise has been attracted by the system of general quality management (VUK). This is to some extent a philosophical idea that can be implemented within a particular enterprise. Its main idea is to strive for the highest quality and put into practice such managerial approaches that will achieve universal quality. VUK is a fundamentally new version of enterprise management. – , , . . , .
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ISO documents that consider quality as an object of management oblige the company to develop, fix officially, put into practice and regularly maintain a quality control system so that its performance is constantly improved, without departing from generally accepted standards. According to accepted standards, the organization is obliged to determine the processes that are important in the framework of quality control, apply them in all divisions of the company, and identify the optimal sequence and mutual influence of processes on each other. The task of the company, as follows from the ISO documentation, is to identify the methods and criteria necessary for a high result in the management of processes and their direct implementation. It is necessary to provide the information and other resources that are required to support and monitor quality control processes. The task of the company is to monitor, measure, analyze quality control processes, determine and take measures by which the planned will be realized.
The objectives of the enterprise, as follows from the ISO documentation, which considers quality as an object of management, include the implementation of management of all important managerial and controlling processes so that it complies with the norms of generally accepted international documentation. The company can entrust the execution of some tasks to a third-party contractor. There is a possibility that this will affect the quality level of the product and its degree of compliance with generally accepted requirements. In this case, the company is obliged to take control of the processes outsourced. The internal quality management system should contain blocks dedicated to tracking transferred tasks.
About Documents
Since the quality parameters act as an object of financial management, significant for the enterprise and the client at the same time, respectively, it is very important to document every step of the work process. So, the company determines the policy in terms of quality, as well as its goals. All declared statements must be carefully documented. Manuals are drawn up in the form of official papers on maintaining and maintaining quality, as well as procedures that must be implemented following ISO. As an object of financial management are effective planning measures, which are recorded in specialized documents formally adopted within the enterprise. It is necessary to draw up documentation that would be devoted to the implementation of previously agreed processes, as well as to monitoring this work.
Since quality as an object of management requires responsible documentation of the workflow, it is necessary to determine the degree of documentation of the system responsible for monitoring the quality characteristics of products. In different enterprises, the level of fixation in official papers of processes, goals, tasks can vary greatly. Much depends on the size of the enterprise, variety, field of activity. It is necessary to take into account how competent the staff is, what processes take place inside the company, how complex they are, how they affect each other. In some form, documentation should accompany the work of any company. You must select the appropriate media.
About design in more detail
As you can conclude from the ISO rules that consider quality as an object of management, the enterprise is obliged to form a manual devoted to quality. All the time the company needs to maintain it in working condition. The manual should include blocks on aspects of applying quality control rules. Details, details are recorded, and any exception is confirmed by justification. It is necessary to document the procedures provided for quality control. The official documentation refers to all such developments. It is equally important to record officially the mutual influence of different quality control processes.
Documentation is a managed object. A record is documentation whose management requirements are defined in ISO. From here you can find out what you need to formulate and implement a record management procedure. All of its items are officially registered in the internal documentation of the enterprise. This will make it possible to check all documents before release, controlling their adequacy, as well as analyze the need for a specific official document and decision, and if necessary, determine the significance of its revision so that the document remains relevant.