Terminology in quality management. Directions of integrated quality assurance Terms and definitions

The question of the correct understanding of the words used is extremely important. In the field of quality, there are dictionaries and terminological standards, some of which were mentioned in Section 1. Now, moving directly to the issues of quality management, we will consider a number of important terms, without an unambiguous understanding of which it is impossible to adequately perceive many provisions.

The main terminological normative documents on quality management for Russian-language texts are the current standards.

System - a set of interconnected and interacting elements.

A management system is a system for developing policies and goals and achieving those goals.

An organization's management system may include various systems management, such as quality management system, management system financial activities or an environmental management system.

A quality management system is a management system for directing and controlling an organization with regard to quality.

Management is the coordinated activity of directing and managing an organization.

Quality management is the coordinated activity of directing and controlling an organization with regard to quality.

Governance and management in relation to quality typically includes the development of a quality policy and quality objectives, quality planning, quality management, quality assurance and quality improvement.

Quality planning is a part of quality management aimed at setting quality objectives and determining the necessary operational processes. life cycle products and related resources to achieve quality objectives.

Quality management is the part of quality management aimed at fulfilling quality requirements.

Quality assurance is the part of quality management aimed at creating confidence that quality requirements will be met.

Quality improvement is the part of quality management aimed at increasing the ability to meet quality requirements.

Efficiency - the degree of implementation of the planned activities and achievement of the planned results.

Efficiency - the relationship between the results achieved and the resources used.

Non-compliance - non-fulfillment of the requirement.

From the above definitions, the connection between the terms used is visible. Here are some important terms from state standard Russia.

Sign (of quality) - a property that helps to identify or distinguish units of a given general population.

The (general) set is the set of all considered units.

Sample - one or more sampling units taken from the general population and intended to obtain information about it. A sample (sample) can serve as the basis for making a decision about the general population or about the process that forms it.

Frequency - the number of occurrences of an event of a given type or the number of observations that fall into a given class.

Probability is a real number between 0 and 1 related to a random event.

Distribution (probability) - a function that determines the probability that a random variable will take on any value or will belong to a given set of values.

Parameter - a value used in the description of the probability distribution of some random variable.

A histogram is a graphical representation of the frequency distribution for a quantitative characteristic, formed by contiguous rectangles, the bases of which are the intervals of classes, and the areas are proportional to the frequencies of these classes.

A quality score is a quantitative measure of one or more quality attributes. Two or more quality indicators may be required to normalize one quality attribute.

Quantitative measures of features can take various forms, such as results of physical or chemical measurements, percentage of product out of specification, defectiveness rate, etc. Quality attributes measures are used in technical proposals to represent the required analytical information suitable for control or acceptance purposes. Some of them are used to assess the compliance of individual items with the requirements of specifications, while others are used to interpret quality in terms of the percentage of conforming or non-conforming items in the lot, etc.

Note that the word parameter in Russian has another more frequently used meaning. A parameter is a value that characterizes some properties of an object.

Let's explain some of the above terms.

A quality attribute can be measurable (size, weight, power, grade), and then it is a quality indicator, or a product parameter. And it may not be measurable, for example, the appearance of the product or the result of the publication of a journal article. To normalize (for example, in technical conditions) such a feature as size, one quality indicator, measured in centimeters or micrometers, is enough.

Let's note one more term - criterion. It is not defined in ISO standards, although the term itself is used in them. The word criterion quite often in practice causes misunderstanding among specialists, since in Russian this word has two meanings. On the one hand, a criterion is a sign on the basis of which an assessment is made. It is in this sense that the ISO 9000 standard defines the term audit (verification) criteria - a set of policies, procedures or requirements that are applied in the form of references.

On the other hand, a criterion is a measure, a face value, a norm. Therefore, when they say “quality criterion” or “process criterion”, it is not clear without additional clarification what they are talking about.

In this regard, if the term criterion cannot be dispensed with, it should be defined in the documentation of the enterprise and used only in one purpose. Or use the terms "feature", "quality indicator" and "parameter" in the meanings given above.

Quality management is carried out by that part of the organization's personnel that directly designs and ensures that quality requirements are met. These are designers, technologists and direct manufacturers of products (specialists and workers) and company managers, marketers, economists, suppliers, quality specialists, and personnel management.

Some explanations are also required for such terms as effectiveness and efficiency. It follows from their definitions that when evaluating the effectiveness, we do not take into account the costs of the work.

Note that in ISO 9001:2000. Quality management systems. Requirements and Russian counterpart GOST R ISO 9001-2001. Quality management systems. Requirements Among the formulated requirements for the QMS there is no requirement effective work enterprises. Both of these standards contain only requirements for the effectiveness of the QMS. Therefore, performance, in a certain sense, is an external assessment of the enterprise. By performance, for example, the consumer (and the market in general) evaluates the supplier (seller). The market and the buyer are not interested in the costs of the enterprise: the enterprise wants to work without profit or at a loss, so be it. Although this situation is often hypothetical.

Aggregation- a method of designing and operating products, based on the functional and geometric interchangeability of their main components and assemblies.

Accreditation- testing laboratory or certification body the procedure whereby the authorized in accordance with legislative acts Russian Federation the body formally recognizes the possibility of a testing laboratory or certification body performing specific work in the declared area.

Marriage- This is a defective unit of production, that is, a product that has at least one defect.

Defect- each individual non-compliance of products with the requirements established by the regulatory and technical documentation.

Compliance mark- a duly registered mark, which, according to the rules established in this certification system, confirms the conformity of the products marked with it established requirements.

Trial- determination or study of one or more characteristics of the product under the influence of a combination of physical, chemical, natural or operational factors and conditions.

Quality— the set of properties and characteristics of a product that give it the ability to satisfy stated or implied needs (ISO 9000:2000). Quality- a set of product properties that determine its suitability to meet certain needs in accordance with its purpose (GOST 15467-79).

Qualimetry- the science of how to measure and quantify the quality of products and services.

Integrated system product quality management (QMSKP) establishes, ensures and maintains the required level of product quality during its development, production and operation, supported by systematic quality control and targeted impact conditions and factors affecting product quality.

Control- this is the process of determining and evaluating information about deviations of actual values ​​from given values ​​or their coincidence and analysis results.

Management- coordinated activities for the management and management of the organization.

Quality management- coordinated activities to direct and control the organization in relation to quality.

Quality management mechanism products is a set of interrelated objects and subjects of management, the principles, methods and functions of management used at various stages of the product life cycle and levels of quality management.

motive(or motivation) - the desire to satisfy certain needs and needs.

Staff motivation(in quality management) - encouraging employees to be active in ensuring the required product quality.

Norm- a provision that establishes quantitative or qualitative criteria to be satisfied.

Regulatory document- a document setting out rules, general principles or characteristics relating to various kinds activities or their results.

Quality assurance The part of quality management concerned with providing assurance that quality requirements will be met.

All-Russian classifier technical, economic and social information (OKTESI)- an official document, which is a systematized set of names and codes of classification groups and (or) objects of classification in the field of technical, economic and social information.

Product quality assessment a set of operations, including the choice of the range of quality indicators of the evaluated products and the determination of the values ​​of these indicators in the evaluation of product quality.

Parametric standardization- based on the ordering of standardization objects by compiling parametric series of product characteristics, processes, classifiers, etc.

Quality Loop- a product life cycle closed in the form of a ring, including the following main stages: marketing; design and development of technical requirements, product development; logistics; preparation of production and development of technology and production processes; production; control, testing and examination; packaging and storage; sales and distribution of products; mounting; exploitation; technical assistance and maintenance; disposal.

Quality planning- part of quality management aimed at setting quality goals and determining the necessary operational processes of the product life cycle and the corresponding resources to achieve quality goals.

Quality Policy- the general intentions and directions of the organization in the field of quality, formally formulated by top management.

Rules- a document establishing organizational, technical and (or) general technical provisions, procedures, methods of work performance that are mandatory for application.

Revision (verification)- verification carried out by the controller, which must correspond to the content of the control card.

Regulations- a document containing binding legal norms and adopted by an authority.

Management- a person or group of employees who directs and manages an organization at the highest level

Self-check (self-check)- personal check and control by the operator using the methods established technological map per operation, as well as using the provided measuring tools in compliance with the specified frequency of checks.

property called the objective ability of products, which can manifest itself during its creation, operation and consumption.

Certificate of conformity- a document issued according to the rules of the certification system to confirm the compliance of certified products with the established requirements.

Certification- activities to confirm the conformity of products to established requirements.

Product certification the process as a result of which the state, together with the manufacturer, provides the consumer with protection of his rights to purchase products with quality indicators declared in GOSTs and regulatory and technical documentation and to objective information about these products.

Simplification process simple reduction the number of types or other varieties of products up to the number technically and economically necessary to meet the needs.

System a set of interrelated and interacting elements.

JIT system(just in time production just in time) - a set of management actions focused on zero stocks, zero failures, zero defects.

Quality control system products is a set of interrelated objects and subjects of control, used types, methods and tools for assessing the quality of products and preventing defects at various stages of the product life cycle and levels of quality management.

Quality Management System— a management system to direct and control an organization with regard to quality.

Certification system- a set of certification participants that carry out certification according to the rules established in this system.

Homogeneous Product Certification System- certification system related to certain group products for which the same specific standards and regulations and the same procedure apply.

Method (form, scheme) of certification- a certain set of actions officially accepted (established) as evidence of product compliance with specified requirements (hereinafter referred to as the certification scheme).

Standard- normative and technical document on standardization, establishing a set of rules, norms, requirements for the object of standardization and approved by the competent authority.

Standardization- the establishment and application of rules with the aim of streamlining activities in certain areas for the benefit and with the participation of all interested parties, in particular in order to achieve optimal economy for all, while observing functional conditions and safety requirements.

Theory Y corresponds to the democratic style of management and involves the delegation of authority, improving relationships in the team, taking into account the appropriate motivation of the performers and their psychological needs, enriching the content of the work.

Theory Z differs from theory "Y" in the emphasis on caring for people, the nature of the process of acceptance management decisions(dominance of participatory methods), the principles of employment, promotion and responsibility: a system of lifetime employment, horizontal and vertical rotation of personnel every two to three years, collective responsibility for the results.

Technical control - verification of compliance of the object with the established technical requirements.

Technical regulation- regulation containing technical requirements either directly or by reference to standards, specifications or a code of practice, or by incorporating the contents of those documents.

Technical level of products- relative characteristic of product quality.

Quality improvement- part of quality management aimed at increasing the ability to meet quality requirements.

Unification- actions aimed at reducing to a technically and economically justified rational minimum the unjustified variety of various products, parts, assemblies, technological processes and documentation.

Quality control- part of quality management aimed at meeting quality requirements.

Product quality management- actions taken during the creation, operation or consumption of products in order to establish, ensure and maintain the required level of its quality.

Product quality level- a relative characteristic based on a comparison of the values ​​of indicators characterizing technical and aesthetic-ergonomic perfection integrated indicators reliability and safety of use of the evaluated products.

Quality objectives- something that is achieved or aspired to in the field of quality.

Deming cycle- the sequence of execution of the processes of planning (PLAN), implementation (DO), control (CHECK) and impact management (ACTION).

Coordinated leadership and management activities organization (3.2.1).

Note 1 as a supplement. Management (management of activities) may include the establishment politician(3.5.8) and goals(3.7.1) and also processes(3.4.1) to achieve these goals.

Note 2 as a supplement. The term "management" is sometimes referred to employees, namely, a person or group of persons with authority and responsible for the direction and management of the organization. When the term "management" is used in this sense, it should always be accompanied by qualitative adjectives to avoid overlap with the concept of "management" as defined above. For example, it is unacceptable to say "management must...", while the expression " top management(3.1.1.) must…” is acceptable. In other cases, words other than this should be used in order to reflect the true meaning when talking about employees, for example: "leading" or "managerial".

Quality management

- management(3.3.3) as applied to quality (3.6.2).

Note 1 as a supplement. Quality management may include establishing quality policy (3.5.9), quality objectives(3.7.2) and also processes(3.4.1) to achieve these quality objectives through quality planning (3.3.5), quality assurance (3.3.6), quality management(3.3.7) and quality improvement (3.3.8).

Quality planning

Part quality management(3.3.4) aimed at establishing quality objectives(3.7.2) and determination of the necessary production processes(3.4.1) and appropriate resources to achieve these goals.

. Development quality plans(3.8.9) may be part of quality planning.

Quality assurance

Part quality management(3.3.4) aimed at providing confidence that quality requirements(3.6.5) will be fulfilled.

Quality control

Part quality management(3.3.4) aimed at fulfilling quality requirements (3.6.5).

Quality improvement

Part quality management(3.3.4) aimed at improving the ability to perform quality requirements (3.6.5).

Note 1 as an addendum. Quality requirements may refer to various aspects, such as, for example, effectiveness (3.7.11), efficiency(3.7.10) or traceability (3.6.13).

configuration management; technical description management

Coordinated activity aimed at establishing (forming) configuration (technical description)(3.10.6) and its management.

Note 1 as a supplement. Configuration management (technical description) usually focuses on the technical and organizational activities that establish and maintain control products(3.7.6) or service(3.7.7), as well as related to them information about the configuration (technical description) of products(3.6.8) during the product life cycle.

[Source: ISO 10007:2003, 3.6, modified - Note 1 has been modified as an addendum]

Change control

- <менеджмент конфигурации>management actions "exit"(3.7.5) after formal approval of the configuration information (technical description) of products (3.6.8).

[Source: ISO 10007:2003, clause 3.1, modified]

Action

- <менеджмент проекта, проектный менеджмент>the smallest allocated element of work in project (3.4.2).

[Source: ISO 10006:2003, clause 3.1, modified]

Project management; project management

- planning, organizing, conducting monitoring(3.11.3) all aspects project(3.4.2), managing and reporting on these aspects, and motivating all those involved in the project to achieve the project objectives.

The international standard ISO 9000:2005 states that quality assurance is a part of quality management aimed at creating confidence that quality requirements will be met. Quality management as a coordinated activity for directing and managing an organization in relation to quality, in addition to ensuring, includes the development of an organization's policy and objectives in the field of quality, quality planning, quality management and quality improvement.

Indeed, in order to effectively manage quality, one must clearly understand the whole complex of factors that ensure the process and result of the formation of the properties and characteristics of products (services) necessary for the consumer. These generalized quality factors include the material base, technology, personnel and management, including the organization of work and enterprise management.

Thus, the principle of ensuring the quality of products (services) can be formulated as follows: to ensure quality at the enterprise, logistical the base necessary for the application of advanced technologies, qualified and motivated personnel and effective management. Comprehensive quality assurance is, as it were, an “integrated” process and the result of the formation of the necessary characteristics of a product (service) at all stages - from creation to its implementation.

Under metrological support refers to the establishment and application of scientific and organizational framework, technical means, rules and regulations necessary to achieve unity and the required accuracy of measurements. scientific basis metrological support of quality systems is metrology - the science of measurements, and organizational - the State Metrological Service of the Federal Agency for Technical Regulation and Metrology. Rules and norms for metrological support are established in federal law dated 26.06.2008 No. 102-FZ “On Ensuring the Uniformity of Measurements” and in normative documents State system ensuring the uniformity of measurements (GSP).

very important role information support quality management. High demands are placed on information in this area today, including documentation support system management quality and, most importantly, the usefulness of information, its accessibility to users. Normative-technical and regulatory-methodical documentation of the quality management system at the enterprise require constant monitoring and necessary changes (adjustments) due to the special importance of the information support subsystem. Abroad, CALS-technologies, continuous information support of the life cycle of products, goods and services, have become widespread. CALS is a modern integrated information model of organizations.

Among all types of quality assurance, the most significant is staffing, which is facilitated by modern objective trends that are manifested in the activities of managers, entrepreneurs and other personnel of service enterprises. In accordance with these trends, the most important role in quality management activities belongs to top-level personnel. The presence of great responsibility at the top level necessitates their higher training, understanding of the problems and opportunities for realizing their potential. Insufficiently high responsibility of this management link can cause indecision and poor-quality decisions among other links in the enterprise. At the same time, the actual initiative on the part of administrative employees (managers) and support for the implementation of systems approach to quality management.

Management, managers should bring to the consciousness of each employee of the enterprise that it is necessary to carry out their activities without making mistakes and defects. The top management of the enterprise, with the assistance of the middle and lower levels of management, needs to form a system of goals, policies and obligations in the field of quality. Depending on the depth, completeness and objectivity of the analysis of the state of affairs in terms of quality, an objective conclusion can be drawn about the real attitude and desire of managers to ensure quality.

The role of managers in relation to the quality improvement and assurance service is exceptional, otherwise the activity of this service will be ineffective. In this regard, there is a need to strengthen organizational structure management of the quality block of the enterprise, which may include QCD services, divisions for standardization and unification, metrology, reliability, testing and other factory laboratories. During the creation and functioning of the unit, leaders of all levels Special attention should pay groups of quality and competitiveness, intensify their work.

The effectiveness of vertical and horizontal links in the production of products and the provision of services depends on the middle link. Middle management is the main coordinating element in the implementation of these links. It must go towards the highest level of management, bearing its share of responsibility for the most important aspect of the enterprise.

When considering the role of management in ensuring quality and competitiveness, attention should be paid to such a phenomenon, which in Western enterprises is called mobbing (“psychic terror”). The latter is due to the fact that in enterprises in conditions of fierce competition and market relations, managers experience the highest physical, mental and psychological stress. Being in a constant state of stress, working with great dedication of physical strength and mental stress, in this state they can make many mistakes and poor-quality decisions. Some workers may be subjected to aggressive attacks, “moral terror” by others. In addition, some of them constantly experience the fear of losing their jobs. As a result, such people develop ulcerative, cardiovascular, neurotic diseases.

Ultimately, the psychological microclimate in work collective, get worse relations of production, which, of course, negatively affects the results of the enterprise. Therefore, the prevention of "psychic terror" is the most important task of leadership. Consequently, the role of management, managers in the non-proliferation and prevention of mobbing in the current market conditions for the operation of enterprises today cannot be overestimated. It is important that every employee constantly feel the support and exactingness of management, managers to their activities to ensure quality and competitiveness.

Among other areas of quality management assurance great importance has the interaction of the highest levels of enterprise management with federal, regional and local authorities. Enterprises often depend on the authorities when receiving orders (state orders, municipal). These interaction processes modern conditions should be done in parallel. Heads of enterprises can do this through the administrations of territorial entities ( executive bodies), representative (legislative) bodies, tax service, inspection and supervision bodies, etc. In this case, one should be guided by laws, comply with all legal requirements with mutually beneficial cooperation. The desire for interaction should be reciprocal, but with the priority of meeting the requirements of consumers and protecting their interests, which necessitates quality improvement.

Managers at work need to perform a number of certain rules communication: to show respect for consumers, partners, allied partners, colleagues and subordinates;

• be obligatory, precise, punctual;
• demonstrate high culture and professional competence;
• strive for success in the field of quality for a long time;
• create a creative, business environment in the team;
• to cultivate inner conviction in the need to always perform their duties with high quality, to observe the principle of priority of quality among other areas of activity;
• do our best for consumers and meet their needs.

The effectiveness of the activity of a modern manager is determined, first of all, by the ability to realize the required market conditions the concept of quality assurance, the presence of a combination of professional and purely human properties, and not the rights, powers and official status manager.

Managers must understand that work, like the personality of the worker, is individual, requires respect, appropriate payment and recognition. It is very important for them to initiate the activation of the creative activity of personnel in quality management, to develop their creativity.

In this way, prerequisite The effectiveness of quality management is the use of modern personnel management methodology.