Quality management improves customer satisfaction
In order to increase customer satisfaction,GOST R 9001-2008 involves the introduction of a process approach when creating and improving the organization of a quality management system. This means that the functional for each activity should be developed, the order of interaction established and management organized. That is, for enterprises that produce products (goods, services), it is necessary to develop a functional that covers the entire vertical structure in the structure of the organization, which ensures efficient management of product quality. All employees who influence the quality of products must understand their role and be motivated by constant and continuous quality improvement. This concerns the head of the enterprise, top managers, line managers, workers in basic and auxiliary professions.
Implementation of the process approach providescontinuity of control, when the outputs of some processes are inputs to other processes. Quantitative evaluation of inputs and outputs will eliminate mistakes that usually occur at the intersection of the activities of the two services, and because of inefficient and incorrect interactions lead to the formation of marriage, that is, inappropriate products. The integrated product quality management system helps to improve the interaction of the sales service with technological personnel, quality service, logistics, logistics, technical service, service, developing and putting products into production and others. As a result, top management will get a clear picture of the number of nonconforming products produced and the reasons for which the cost of quality has increased.
How effective is quality management?products can be estimated by the magnitude and trends of costs for quality, as well as by the degree of customer satisfaction. These are the main indicators, monitoring which will reveal weaknesses in the QMS of the enterprise. Each batch of inappropriate products is characterized by specific deviations from the established requirements. The reasons may be poor quality raw materials, non-compliance with regulations, personnel errors (for example, confusion of relevant and inappropriate products), improper storage of products and so on. The degree of customer satisfaction can be determined by the number of claims, the amount of costs associated with the correction of marriage.
Development and implementation of the process approachare relevant for organizations of different forms of ownership and different orientations. This can be the management of the quality of construction products, chemical products, educational or medical services, and so on. Also, a PDCA cycle can be applied to any processes of different enterprises, according to which the organization passes from the developed goals and processes (including process maps) to the implementation of processes, then to constant monitoring and monitoring of the state of processes and products and actions to improve processes and product quality.
If in this vein to consider managementquality of products, then formulating the goal of producing products that meet the specific requirements of consumers, it is necessary to develop the process itself, which will be described by a process map of the second level, and also the personnel that measures the process and products. Analysis of continuous monitoring and measurement data and identification of reasons for low customer satisfaction due to the production of non-conforming products will allow making informed decisions aimed at reducing marriages for certain indicators, and also outline another goal of reducing the cost of quality by reducing non-conforming products and planning an increase in the degree customer satisfaction.
The introduction of a functional aimed atproduct quality management within the business process of the organization, will increase the satisfaction not only of external consumers to whom products or services are supplied, but also of internal consumers, that is, employees of the organization itself. Because their awareness of permanent and continuous improvements resulting from their activities will be a further motivation for achieving new goals.
