ESSENCE OF QUALITY
Activities in the field of standardization, metrology and certification are aimed at ensuring the quality of processes and products as a result of the process.
Quality is the degree to which inherent characteristics meet the requirements (1). The concept of quality includes three elements: object, characteristics, needs (requirements).
1)Object qualities may be a product, a process, an organization or an individual, or any combination of these. An example of such a combination is such a comprehensive property as “quality of life.” Abroad, and in Lately and in our country, the problem of protecting the interests and rights of consumers has increasingly begun to be considered precisely from the perspective of “quality of life.” This concept includes whole line aspects of the process of satisfying human needs: quality of goods and services, protection of the environment, ensuring physical and moral health, quality of education, etc.
Products- the result of an activity, presented in tangible form and intended for further use for economic and other purposes.
In the future, quality will be considered in relation to such a field of activity as commerce, and to its main objects - goods and services.
Product- any thing that is freely alienable, transferred from one person to another under a purchase and sale agreement. A product is anything that can satisfy a need or need and is offered to the market for the purpose of attracting attention, acquisition, use or consumption.
Service- the result of direct interaction between the performer and the consumer, as well as the performer’s own activities to satisfy the consumer’s needs.
2) Consider the second element of quality - characteristics . Goods and services have a set of distinctive properties and characteristics. Characteristics can be qualitative (for example, smell and taste food product, politeness and professionalism of the seller) and quantitative (car speed, whiteness of porcelain dishes, etc.).
3) Third element - requirements . Requirements are first and foremost needs. There is a hierarchy of needs. It is based on basic needs (providing food, clothing, housing), then (in ascending order) the needs for safety, convenience and comfort of use, aesthetic, social needs. The top of the pyramid consists of developmental needs (the need for creativity, the desire for self-expression).
Suppliers must ensure that needs are met. Achieving high customer satisfaction is the basis of the supplier's quality policy. To compete successfully, it is necessary to timely anticipate the slightest changes in consumer preferences, i.e. you need to know the expected, long-term needs. “The consumer must get what he wants, when he wants it” - this is the first principle of quality assurance formulated by Dr. E. Deming.
The above material allows you to understand the definitions of terms formulated by domestic scientists.
Product quality- a set of properties of a product that determine its suitability to satisfy certain needs in accordance with its purpose.
Product quality indicator- a quantitative characteristic of one or more properties of a product included in its quality, considered in relation to certain conditions of its creation and operation or consumption. For example, when assessing the quality of enamel floor paint, a property such as heat resistance will not be taken into account, whereas for a paint intended for finishing a kitchen stove, this property should be considered the most important. The quality indicator quantitatively characterizes the suitability of a product to satisfy certain needs. Thus, the need to have durable fabric is determined by the indicators “breaking load”, “abrasion resistance”, etc.
Quality indicators can be expressed in different units and can be dimensionless. When considering an indicator, one should distinguish between the name of the indicator (breaking load, life) and the value of the indicator (50 N, 1000 h, respectively).
CHARACTERISTICS OF PRODUCT QUALITY REQUIREMENTS
The most universal, i.e. applicable to most goods and services are the following requirements: purpose, safety, environmental friendliness, reliability, ergonomics, resource saving, manufacturability, aesthetics.
Assignment Requirements- requirements establishing the properties of the product, defining its main functions for which it is intended (productivity, accuracy, calorie content, speed of service execution, etc.), - functional suitability; composition and structure of raw materials; compatibility and interchangeability.
Compatibility- suitability of products (processes and services) for joint use that does not cause unwanted interactions under given conditions to meet established requirements.
Interchangeability- the suitability of one product (process, service) for use instead of another product (process, service) in order to fulfill the same requirements.
Ergonomic requirements- these are requirements for consistency of product design with the characteristics of the human body to ensure ease of use. Ergonomics can be considered in the same way as a manifestation of compatibility in the “person - product”, “person - technology” system.
Resource saving requirements- these are requirements for the economical use of raw materials, materials, fuel, energy and labor resources. Safety requirements - absence of unacceptable risk associated with the possibility of damage. Risk is the likelihood of harm to the life or health of citizens, the property of individuals or legal entities, state or municipal property, the environment, the life or health of animals and plants, taking into account the severity of this harm.
Reliability requirements- preservation over time, within established limits, of all parameters characterizing the ability to perform the required functions in given modes and conditions of use, maintenance, storage and transportation.
Environmental requirements- absence of harmful effects of products on the environment during production, operation and disposal.
Manufacturability requirements- adaptability of products to manufacture, operation and repair with minimal costs and given quality indicators.
Aesthetic requirements- these are requirements for the ability of a product or service to express artistic image, socio-cultural significance in the sensually perceived signs of form (color, spatial configuration, quality of finishing of a product or room).
In legislation and standards, safety requirements are included in a special group as a priority. Thus, in accordance with the previously effective Law of the Russian Federation “On Standardization”, mandatory requirements included safety, environmental friendliness, compatibility and interchangeability. In the Federal Law of December 27, 2002 No. 184-FZ “On Technical Regulation”, mandatory requirements include safety products, production processes, operation, storage, transportation, sales and disposal (hereinafter referred to as “safety”). At the same time, under security means a state in which there is no unacceptable risk associated with harm to the life or health of citizens, property of individuals or legal entities, state or municipal property, the environment, life or health of animals and plants.
The new Law details safety requirements:
· radiation safety;
· biological safety;
· explosion safety;
· mechanical safety;
· Fire safety;
· Industrial Safety;
· thermal safety;
· chemical safety;
· electrical safety;
· nuclear and radiation safety;
· electromagnetic compatibility in terms of ensuring the safety of devices and equipment.
Uniformity of measurements is considered as a mandatory requirement (this term is discussed in detail in Chapter Metrology). Safety is also achieved by the use of veterinary, sanitary and phytosanitary measures.
Phytosanitary measures- mandatory requirements and procedures established in relation to products of plant origin, which by their nature and (or) their method of processing may create a risk of penetration into the territory of the Russian Federation and (or) spread of harmful organisms.
Veterinary and sanitary measures - - mandatory requirements and procedures aimed at preventing the introduction of infectious animal diseases from foreign countries, producing veterinarily safe animal products and protecting the population from diseases common to humans and animals.
The provisions of the standard containing requirements that must be satisfied are called norms. If a norm contains a quantitative characteristic, then the term “standard” is used.
QUALITY CONTROL
Quality control is a systematic test of how an object is able to perform established requirements. Requirements are established in documents - standards, technical specifications, contracts, etc. Failure to comply with the requirement is a non-compliance. To eliminate the causes of nonconformity, the organization carries out corrective actions.
The main form of verification is control. Any control includes two elements: obtaining information about the actual state of the object (for products - about its qualitative and quantitative characteristics) and comparing the received information with established requirements in order to determine compliance, i.e. obtaining secondary information.
Product quality control-control of quantitative and (or) qualitative characteristics of products.
The quality control procedure may include measurement, analysis, and testing operations.
Measurements as an independent procedure are the object of metrology.
Analysis of products, in particular the structure and composition of materials and raw materials, is carried out by analytical methods - chemical analysis, microbiological analysis, microscopic analysis, etc.
Tests- a technical operation consisting of determining one or more characteristics of a given product, process or service in accordance with an established procedure.
An illustration of product quality control as a complex procedure is, for example, fabric quality control. It includes control of qualitative characteristics (external defects, compliance with the approved standard sample in color, pattern), control of quantitative characteristics through simple measurements (length, width, thickness), tests (for abrasion resistance, tensile strength), chemical analysis (determination of fiber composition ).
Let us consider in more detail the significance of the test as a procedure. The main means of testing is testing equipment. Testing equipment also includes basic and auxiliary substances and materials (reagents, etc.) used during testing.
During testing, various methods for determining the characteristics of products and services can be used - measuring, analytical, registration (determining failures, damage), organoleptic (determining characteristics using the senses). Depending on the location of testing, they can be laboratory, field, or full-scale. Product testing is carried out mainly in laboratory conditions. The main requirement for the quality of testing is the accuracy and reproducibility of the results. Meeting these requirements largely depends on compliance with metrology rules. In recent years, laboratories themselves have begun to check directly the quality of testing through interlaboratory comparative tests - parallel testing of a standard product or sample of a substance with known characteristics in several controlled laboratories. Based on the deviation of test results from each laboratory of the characteristics of a standard object, the accuracy and reproducibility of the results are judged, i.e. about the quality of testing of each laboratory.
To confirm the required quality of testing, laboratories must undergo an accreditation procedure. Laboratory accreditation - official recognition that testing laboratories are competent to carry out specific tests or specific types of tests.
In Russia, as well as abroad, there is an accreditation system for testing, measuring and analytical laboratories. According to the Rules for Certification in the Russian Federation, only an accredited testing laboratory is allowed to test specific products. Having examined the quality requirements and control methods, we point out that the standard for a product (service) is developed in the following sequence: studying the need for the object being standardized - establishing quality requirements - establishing characteristics - establishing methods for monitoring characteristics. The central section of any rules for certification of specific products or services is a table of the following form:
QUALITY SYSTEM
Long-term experience in the struggle for quality in our country and abroad has shown that no episodic, isolated measures can ensure sustainable improvement in quality. This problem can only be solved on the basis of a clear system of permanent measures. Over the course of several decades, quality systems (QS) have been created and improved. On modern stage The quality control system established in international standards - ISO 9000 series has been adopted. The requirements for the quality control system complement the technical requirements for the product. The fundamental concept in the doctrine of SC is the concept of processes life cycle products (ZCP). The life cycle of a product is a set of interconnected processes of changing the state of a product during its creation and use. There is a concept of a product life cycle stage - a conventionally distinguished part of it, which is characterized by the specifics of the work performed at this stage and the final results.
The continuity of the stages of the life cycle suggested to researchers of the quality problem a model of quality assurance in the form of a continuous chain (circle), the components of which are the individual stages of the life cycle (Fig. 2).
This model was previously called quality loop(quality spiral), and in latest version ISO 9000 - “product life cycle processes”. The most important requirement for the quality control system is that quality management must cover all stages of the life cycle.
On stage of marketing research systematic work is carried out to study sales markets and consumer requirements for the company’s products; product operating conditions; capabilities of suppliers of material resources in relation to quality and delivery discipline.
On stage of product design and development Consumer requirements identified as a result of marketing are transformed into technical requirements. The result of the design is technical documentation (design and technological documentation) and a prototype.
IN procurement process An organization evaluates and selects suppliers based on their ability to deliver products in accordance with the organization's requirements.
IN production process preparation and support of the technological process of manufacturing and repair of products is carried out; development and testing of the technological process and mastery of practical techniques for manufacturing products with stable indicator values and in a given output volume. When providing a material service, the technological process of execution (cooking a dish, dry cleaning a product, preparing a product for sale) is carried out in accordance with technological regulations.
Examination products includes monitoring, measurements and testing (if necessary) carried out at all stages of life cycle. The final stage of verification is acceptance control, the results of which must confirm the finished product’s compliance with the established requirements.
Packaging and storage should help maintain quality in the areas of production and circulation (part of the life cycle from shipment by the manufacturer to receipt by a specific consumer), during loading and unloading operations, transportation, and storage in warehouses.
Distribution and implementation consist in the purchase of goods by wholesale organizations for the purpose of selling to stores and releasing goods to customers by retail organizations. At this stage, the subject of quality management becomes the personnel of the service sector organization. At the same time, the provision of the service continues, in particular, the service consumer is served. The main task of the service providers is to ensure the quality of the service and a high service culture.
On operation stage(use and consumption) the consumer of the product is connected to the management. In particular, its service life will depend on how competently he uses (operates) the product.
On recycling stages it is necessary to prevent the harmful effects of used products on the environment.
The recycling stage does not end the organization’s activities. By this time, and practically even earlier, the organization begins to study the expected needs, clarify current needs and, after marketing activities, begins to design new products. This is how a new round of activities in the field of quality arises - from the marketing stage to the recycling stage, etc.
Modern system quality is based on two approaches: technical (engineering) and managerial (administrative).
Technical approach is based on the requirements of product standards and involves the use of statistical methods, metrology methods and other scientific methods used to assess the stability of production processes and ensure the reliability of the results of measurements, control and testing of products.
Managerial approach based on the requirements of ISO 9000 series standards, principles and methods management- “coordinated activities for the leadership and management of the organization.” IN in a broad sense it covers the organization's organizational structure, documentation, production processes and resources to achieve product quality goals and meet customer requirements.
Requirements for the quality of products, works and services (quality characteristics, parameters, dimensions, requirements for technical aesthetics and ergonomics) are established by regulatory documents on standardization.
Regulatory documents on standardization for products, works and services subject to mandatory certification in accordance with the legislation must contain the requirements for which certification is carried out, methods of monitoring for compliance with these requirements, labeling rules and requirements for information about certification included in the accompanying documentation.
Regulatory documents on standardization in force in Russia include state standards (GOSTs); international (regional) standards, rules, norms and recommendations for standardization applied in the prescribed manner; all-Russian classifiers of technical and economic information; industry standards (OSTs), enterprise standards (STP), standards of scientific, technical, engineering societies and other public associations.
GOSTs are developed for products, works and services of inter-industry significance. The requirements set out in GOSTs are divided into mandatory, subject to compliance by all government authorities and business entities, and advisory. Mandatory requirements of GOSTs in accordance with current legislation include requirements aimed at ensuring the safety of life, health and property, environmental protection, technical and information compatibility, interchangeability of products, uniformity of methods for their control and labeling. The legislation may also define other mandatory requirements of GOSTs.
The need for their use is determined by the manufacturer and consumer when concluding contracts and may deviate from the advisory requirements of GOSTs.
If the contract defines a quality condition by referring to GOST as a whole or to the technical documentation of the manufacturer (supplier) of products, performer of work or services, it is indicated that their quality complies with GOST, and not its mandatory requirements, the advisory requirements are subject to compliance by business entities.
GOSTs and all-Russian classifiers of technical and economic information are adopted by the State Standard of Russia, and in the field of construction and the building materials industry - by the State Committee of the Russian Federation on Architecture and Construction
OSTs are developed and adopted by state authorities within their competence for products, works and services of certain types that have a uniform consumer or functional purpose. OSTs are mandatory for compliance by all business entities, regardless of departmental subordination and form of ownership, developing and (or) producing the specified products, works and services.
STPs are developed and approved by enterprises independently. If the contract for the development, production and supply of products, for the performance of work and the provision of services makes reference to the STP, their requirements are subject to mandatory compliance by other business entities.
OSTs and STPs must not violate the mandatory requirements established by GOSTs. Responsibility for compliance of OSTs and STPs with the requirements of GOSTs lies with the government bodies and enterprises that approved them.
Ensuring product quality is impossible without establishing the unity of quantities in which various parameters are measured; requirements for measuring instruments, their verification, determination of the competence of bodies ensuring the uniformity of measurements; principles of their activities. The legislation regulating these issues is called metrology legislation. The main regulatory act in this area is the Law of the Russian Federation “On Ensuring the Uniformity of Measurements”.
State metrological control and supervision are carried out by the State Metrological Service of Gosstandart of Russia in the form of verification of measuring instruments, including standards. Measuring instruments undergo such verification when they are released from production or repair, when imported, as well as when they are in operation.
State control and supervision of compliance with legislation on standardization and certification in the Russian Federation is entrusted to specially authorized executive authorities in the field of certification.
Officials of the State Standard of the Russian Federation exercising supervision and control have the right to issue an order to prohibit or suspend the implementation (supply, sale), use (operation) of tested products, as well as the performance of work and provision of services in case of non-compliance with the mandatory requirements of GOSTs; issue orders to eliminate identified violations of GOST requirements at the stage of development, preparation of products for production, manufacturing, sales, use, storage, transportation and disposal, during the performance of work and provision of services; prohibit the sale of products, work performed and the provision of services if a business entity evades their presentation for inspection; adopt resolutions on the application of fines to business entities for violating the mandatory requirements of GOSTs; prohibit the sale of imported products and the provision of imported services that do not meet the mandatory requirements of GOSTs and have not passed state registration.
In connection with changes in policy in the field of standardization of requirements for the quality of products (goods, works, services), the role of the contract in determining quality requirements is significantly increasing.
If mandatory requirements are established for products (goods, work, services) in GOSTs, the parties are obliged to include in the contract a condition on the compliance of the products (works, services) with the mandatory requirements of GOSTs, and in contracts - on the availability of a certificate and mark of conformity confirming compliance with the established requirements .
All other conditions on quality - a condition on the consumer properties of products, technical characteristics, duration of warranty periods, shelf life and service life, labeling of products (goods), quality of containers and packaging and their labeling, on the procedure for accepting products (goods, works, services) according to quality, etc. are determined in the contract either by reference to regulatory documents on standardization (OSTs, STP), or by establishing them in the contract itself.
If the contract does not stipulate quality conditions, the product must meet the requirements usually imposed on this type of product and be suitable for the purposes of which the manufacturer, seller, or contractor were informed by the buyer or customer.
If the manufacturer, seller, performer did not know about the specific purpose of their use, then the products (goods, works, services) must be suitable for the purposes for which such products are usually used.
The parties may provide for sanctions in the contract for violation of quality conditions. The current civil legislation does not establish such sanctions.
In order to prevent the sale of substandard goods through the retail network and the use of substandard products in production, the recipient checks the quality of the goods and products received.
The purpose of quality acceptance of products (goods) is to check their compliance with the requirements of regulatory documents on standardization and the contract.
The procedure for accepting products and goods for quality may be determined by regulatory documents on standardization and a contract. Acceptance specifications may be established for certain types of products.
Acceptance of products by quality by the recipient consists of several stages:
1) acceptance of products from transport authorities;
2) checking product quality;
3) drawing up a report on the results of the inspection;
4) signing of the act by persons participating in the inspection;
5) approval of an act establishing inadequate quality or incompleteness of products by the head of the recipient enterprise or his deputy.
Acceptance for quality must be carried out within the following terms: for a one-city delivery - no later than 10 days, and for a non-resident delivery - no later than 20 days upon receipt at the recipient's warehouse. More short time(from 24 to 48 hours) are established for the acceptance of perishable products and goods, and longer periods (from 30 to 60 days) are for consumers located in the Far North. A four-month period has been established for revealing and activating hidden (production) defects.
Quality control is carried out in two stages. Initially, the quality of the products is checked by employees of the recipient enterprise. If defects in products, containers, or packaging are detected, acceptance is suspended and a report on the defects of the tested part of the product is drawn up. To continue acceptance and draw up a bilateral report on defects, the recipient is obliged to call a representative of the same-resident manufacturer (sender) of the received products, and in cases provided for by mandatory rules or an agreement - a representative of a non-resident manufacturer (sender). If the representative fails to appear within the established time frame, does not receive a message from him about sending a representative, as well as in the case when calling a representative from out of town is not necessary, the continuation of acceptance is carried out: products - with a representative of the relevant industry quality inspection, and goods - with an expert from the Bureau of Commodity Expertise.
If there is no corresponding quality inspection or commodity examination bureau at the location of the recipient (buyer), or if the appointment of an expert is refused, the quality is checked with the participation of either a competent representative of another enterprise, organization, or a competent representative of the public of the recipient enterprise. Unilateral quality acceptance is possible with the consent of the manufacturer (sender) to such acceptance.
156. Basic requirements for the quality of products (works, services), quality indicators and methods for their assessment
In modern conditions, quality management is largely based on standardization. Standardization is a normative way of managing quality. Its impact on the object is carried out by establishing norms and rules, formalized in the form of a regulatory document and having legal force.
A standard is a regulatory and technical document that establishes the basic requirements for product quality. The product quality management system is based on comprehensive standardization. Standards define the procedure and methods for planning product quality at all stages of the life cycle, establish requirements for means and methods for monitoring and assessing product quality. Currently, the Federal Law “On Technical Regulation” is in force in the Russian Federation.
Product quality indicator is a quantitative characteristic of one or more properties of a product that make up its quality, considered in relation to certain conditions of its creation, operation and consumption. Classification of product quality indicators
|
Signs of classification |
Groups of quality indicators |
|
1. By the number of characterized properties |
Single Complex Integral |
|
2. By characterized properties |
Appointments Reliability Economical Ergonomic Aesthetic Manufacturability Standardization and unification Patent legal Environmental Security Transportability |
|
3. By way of expression |
In natural units (kg, mm, etc.) In value terms |
|
4. By stages of determining the values of indicators |
Forecast Design Production Exploitation |
Based on the number of characterized properties, quality indicators are divided into: single, complex and integral.
Single indicators characterizing one of the properties of a product can relate to both a unit of product and a set of units of homogeneous products, for example: time between failures of a product (hours), specific fuel consumption (g/hp), power (hp). s.), maximum speed (km/h).
Methods for measuring quality indicators.
Qualimetry is the science of measuring the quality of goods and services.
Quantitative assessment of product quality indicators is carried out with the aim of:
choosing the best product option;
increasing the requirements for product quality in the design specifications;
assessment of achieved quality indicators during design and production;
determination and control of quality indicators after production and in operation;
determining compliance of achieved quality indicators with the requirements of regulatory documentation, etc.
There are the following methods for determining quality indicators.
1. Instrumental (measuring) methods are based on physical effects and the use of special equipment.
2. The calculation method is based on the use of information obtained using theoretical or experimental dependencies (for example, such a value is the power or displacement of a car engine).
3. The statistical method is used in cases where the use of a measurement or calculation method is impossible. It is based on the collection of statistical information about individual phenomena or product parameters (for example, about the time of failure or time between failures, operating time of products, etc.) and its processing by methods of mathematical statistics and probability theory.
4. Expert methods are used where the physical phenomenon is not open and is not very difficult to use. A variation of the expert method is the organoleptic method, based on the use of human senses. The expert method is based on determining product quality indicators from a relatively small group of expert specialists (usually up to 11-13 people). Using the expert method, the values of such quality indicators are determined that currently cannot be determined by other, more objective methods, for example, the color or shade of the color of the indicator, smell, etc.
5. The sociological method is based on determining product quality indicators by its actual or potential consumers using questionnaires. The accuracy of the sociological method increases due to the expansion of the circle of consumers surveyed, but unlike the expert method, this method does not require special training of experts.
6. Comparison methods. When making comparisons, you can use three scales or methods: a level scale, an interval scale, and a ratio scale.
When using a level scale with the accepted value of the quality level Q, all other values of Qj are compared.
When measuring on an interval scale, the result of the measurement is a decision, for example, in the form of a ranked series of comparison objects:
Q1< Q2 < Q3 < Q4 < Q5 < Q6
The series is the result of expert assessments.
When measuring on a ratio scale, which is usually used to measure physical quantities, such as mass, length, power, quantities are compared according to the principle:
where Qj is the measured value, Q is the reference value.
157. Quality management systems at municipal enterprises. Standardization and certification of products. International standards ISO 9000, Russian quality management standards, their contents
Quality management refers to the influence on the production process in order to ensure the required product quality.
Modern quality management assumes that quality management activities cannot be effective after the product has been manufactured; this activity must be carried out during the production of the product.
An important element in quality management is certification and standardization. The main task of standardization is to create a system of normative and technical documentation.
Object of standardization: products, processes, services.
The purpose of standardization is to identify the most economically feasible solution.
Standardization is an activity aimed at achieving the maximum degree of order in a certain area by establishing provisions for general and repeated use in relation to actual and potential tasks.
The result of standardization is a normative document containing rules, general principles or characteristics relating to various types of activities or their results: standard or technical specifications.
Standard is a normative document on standardization, establishing rules, general principles, characteristics, requirements and methods relating to various types of activities for universal and repeated use; aimed at achieving an optimal degree of ordering in a certain area.
The main body for standardization in Russia: Committee of the Russian Federation for Standardization, Metrology and Certification (Gosstandart of Russia). The basis of the State Standardization System is a fund of normative documents, consisting of four levels:
1. Legislative acts of the state, laws in the field of standardization, technical legislative acts on product groups;
2. State and interstate standards;
3. Industry standards, standards of scientific, technical and engineering societies;
4. Enterprise standards and technical conditions.
The legal basis of the State Standardization System is economic legislation, which includes the Laws of the Russian Federation on the protection of consumer rights, standardization, metrology and certification. The most important structural elements of the GSS are:
Standardization bodies and services;
A set of standards and technical conditions;
System for monitoring the implementation and compliance with standards and technical specifications.
The following categories of standards are used in Russia: interstate (GOST) - approved by international standardization organizations; State (GOST R) - approved by Gosstandart;
GOST and GOST R include:
Mandatory requirements for product quality and safety for humans and the environment;
Mandatory requirements for compatibility and interchangeability;
Mandatory methods of product quality control;
Parametric series and standard designs;
Basic consumer properties, packaging, labeling;
Generally accepted terms and norms.
Industry standards (OST);
Standards of scientific, technical and engineering societies (STO);
Enterprise standards (STP).
For some types of goods, technical specifications (TS) are developed, approved by the manufacturer in agreement with the customer. Specifications apply to a narrow group of goods.
The International Organization for Standardization (ISO), uniting 90 countries, has been operating since 1946. The main task of international standardization: harmonization of the country's system of standards and bringing it to the international one, improving the quality of the country's products, cooperation with other countries, participation in the international division of labor. International standards establish requirements for product safety and compatibility. The main emphasis is on establishing uniform product testing methods, labeling and terminology, because this is necessary to ensure mutual understanding between the manufacturer and the consumer, regardless of their country of residence.
The ISO 9000 series of international standards includes:
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 development, production, installation and maintenance;
ISO 9002: quality system. Model for quality assurance during production and installation;
ISO 9003: quality system. Model for quality assurance during final inspection and testing;
ISO 9004. General quality management and elements of a quality system. Guidelines.
Features of ISO 9000 standards:
1. Are the management of the enterprise “in the field of quality policy”;
2. The quality system is developed taking into account the specific activities of the enterprise;
3. Establishes the product life cycle in the form of a “quality loop” - a schematic model of interdependent activities that affect product quality at different stages - from identifying needs to satisfying them;
4. Strict focus on consumer requirements;
5. Great importance is attached to the quality of material and technical supplies of production;
6. Accounting and assessment of quality costs is provided (not yet done in Russia).
The ISO 9000 series of international standards can be used as methodological material for the development and improvement of a quality system, and are also mandatory for use if an organization certifies its quality system in order to reach the international level. It should be noted that the ISO 9000 series of standards are advisory in nature and establish requirements for a quality system in the form of “what needs to be done”, but do not specifically indicate “how to do it”. This means that the standards are focused on the high cumulative intelligence of the organization's managers, specialists and workers.
Certification is a set of actions as a result of which, through special document- certificate or mark of conformity - confirms the product’s compliance with the requirements of international or national standards. It is an important measure to increase competitiveness.
Voluntary certification is carried out at the initiative of the enterprise itself - the manufacturer of the product in order to increase the competitiveness of the product or at the request of the seller, as well as the consumer.
Mandatory certification is the prerogative of the state and is aimed at ensuring the quality and safety of products. Since 2010, mandatory certification for basic food products (except for children's products) and perfumery and cosmetic products has been abolished.
Introduction
IN modern conditions The problem of improving product quality and ensuring its competitiveness is the most pressing for Russia. And it’s not even a matter of the country’s supposed integration into the international economic community through accession to the World Trade Organization (WTO), but rather the awareness of the prospects that the quality of products and management is one of the most important elements in shifting the center of gravity of the Russian economy towards more productive and complex industries , its separation from raw materials dependence.
The quality of a product is the totality of its properties and characteristics that give it the ability to satisfy the conditional or expected needs of the buyer (consumer properties). In addition to consumer properties, quality also includes other properties of the product that ensure satisfaction of the needs of designers, manufacturers, and workers in the distribution sector.
The quality of goods depends on many factors, which can be divided into two groups:
1. Factors shaping the quality of goods
Production of goods;
2. Factors preserving the quality of goods
Product packaging;
Transportation of goods;
Storage of goods.
All these factors either interact or act in isolation. The relevance of the topic of the course work is that the quality of goods is one of the most important performance indicators of enterprises of any form of ownership.
Achieving high and stable quality of products at the enterprise allows:
increase the volume of sales, and, consequently, profit;
ensure the competitiveness of products;
improve the image of the enterprise;
reduce the risk of bankruptcy and ensure a stable financial position of the enterprise.
The main goal of the study is to analyze a group of factors that ensure the preservation of the quality of goods when bringing them from production to the consumer, which include packaging and labeling, conditions of transportation and storage of goods.
In accordance with this goal, the following tasks were set:
1. Consider the classification and general characteristics factors influencing the quality of goods.
2. Reflect the role of packaging in maintaining the quality of goods.
3. Analyze the importance of labeling in maintaining the quality of goods.
4. Study the influence of transportation conditions on the quality of goods.
5. Consider the influence of storage and sales conditions on the quality of goods. The methodological basis of the course work was normative, special and periodical literature on theoretical foundations merchandising.
Concept of quality. Quality requirements
labeling packaging product quality
The quality of a product presupposes the satisfaction of the social needs of society and characterizes the feasibility of production. It represents a set of product properties that determine its suitability to satisfy certain needs of society in accordance with the purpose of the product. The product may have beneficial properties, but not have High Quality, if it does not meet the requirements of meeting certain needs. The quality of a product depends on the needs of society, and if the need for a certain type of product has disappeared, then the quality of this product is reduced to zero.
The quality of a product depends on the physical, chemical and biological properties, as well as on the product’s compliance with functional, aesthetic, ergonomic and other requirements that satisfy certain human needs. Therefore, the requirements for the quality of products are constantly growing, which in turn is associated with increased competitiveness in the goods market. High product quality contributes to effective development foreign trade, expansion of product exports and the complication of its structure, and as a result, an increase in foreign exchange earnings into the country.
The release of high quality goods is associated with both their production and the sales market. Therefore, emerging changes in demand for certain types of goods require prompt intervention.
Therefore, product quality is important and should be given constant attention.
Quality is closely related to requirements. In order to most fully satisfy needs, it is necessary to formulate product requirements at the development stage. Product requirements are the conditions and features that products must meet in order to be used for their intended purpose under certain conditions and for a certain time.
Requirements for a product can be current and future, general and specific.
Current requirements are developed and applied to mass-produced goods on sale. They are installed taking into account the technical and economic capabilities of production at a certain stage of development of the country’s economy. These requirements are usually regulated by state standards and technical specifications. Current requirements are periodically reviewed, clarified and modified.
Perspective requirements combine a broader set of product quality indicators. The basis for them is the current requirements for the quality of goods. When developing promising product requirements, the most complete satisfaction of needs, improvement of production processes, the emergence of new types of raw materials and other factors are taken into account.
General requirements apply equally to either one or the vast majority of goods. These include, for example, such as the most complete compliance of the product with its intended purpose and the degree of fulfillment of the main function, ease of use, harmlessness to humans and ensuring the normal functioning of the body, durability and reliability in operation within a specified period, the possibility and ease of repair, aesthetic requirements etc. The requirement of harmlessness to the human body is the most important for all types of goods.
Specific requirements are imposed on a group of products or a specific product (for example, the ability to operate glass and porcelain products under sudden temperature changes).
Current, future, general and specific requirements, depending on which side of consumption they characterize, can be classified as social, functional, technological, ergonomic, hygienic, aesthetic, strength, reliability, cost-effectiveness, etc. All these requirements are characterized by corresponding properties and indicators.
But there is a certain disproportion between quality and requirements: the quality of the product does not always meet the requirements. The requirements for goods are constantly changing along with changes in needs according to the same laws, i.e., taking into account the development of scientific and technological progress, engineering and technology, economics and culture.
Quality is the object of management. Quality management can be carried out through its formation, stimulation and preservation and are factors ensuring the quality of goods.
The most universal, i.e. applicable to most goods and services are the following requirements: purpose, safety, environmental friendliness, reliability, ergonomics, resource saving, manufacturability, aesthetics.
Purpose requirements - requirements that establish the properties of the product, defining its main functions for which it is intended (performance, accuracy, calorie content, speed of service execution, etc.) - functional suitability; composition and structure of raw materials; compatibility* and interchangeability**.
Ergonomic requirements are the requirements for consistency of the product design with the characteristics of the human body to ensure ease of use***.
Resource saving requirements are requirements for the economical use of raw materials, materials, fuel, energy and labor resources.
Safety requirements - absence of unacceptable risk associated with the possibility of damage.
Reliability requirements - preservation over time, within established limits, of all parameters characterizing the ability to perform the required functions in given modes and conditions of use, maintenance, storage and transportation.
Environmental requirements - absence of harmful effects of products on the environment during production, operation and disposal.
Requirements for manufacturability - the adaptability of products to manufacture, operation and repair with minimal costs and given quality indicators.
Aesthetic requirements are requirements for the ability of a product or service to express an artistic image, socio-cultural significance in sensually perceived signs of form (color, spatial configuration, quality of finish of a product or room).
Quality assessment is a set of operations performed to assess the compliance of a specific product with established requirements. Requirements are established in technical regulations, standards, technical conditions, contracts, technical specifications for product design. Standard samples, reference samples, and analogue products can also serve as carriers of established requirements. Failure to comply with a requirement is a non-compliance. To eliminate the causes of nonconformity, the organization takes corrective actions.
The main form of assessment is control. Any control includes two elements: obtaining information about the actual state of the object (for products - about its qualitative and quantitative characteristics) and comparing the received information with established requirements in order to determine compliance, i.e. obtaining secondary information.
Product quality control - control of quantitative and (or) qualitative characteristics of products.
The international standard ISO 8402 defines: “The quality loop is a conceptual model of interdependent activities that affect quality at various stages from identifying needs to assessing their satisfaction.”
Quality loop (according to life cycle)
The quality loop should show how and through which activities influence quality at different stages of the product life cycle.
3. Product quality is assessed on the basis of quantitative measurement of its defining properties. Modern science and practice have developed a system quantification properties of products, which give quality indicators. The classification of the properties of objects (goods and services) into the following groups, which provide the corresponding quality indicators, is widespread:
indicators of the purpose of the goods,
· reliability indicators,
· indicators of manufacturability,
· indicators of standardization and unification,
· ergonomic indicators,
· aesthetic indicators,
transportability indicators,
· patent and legal indicators,
· environmental indicators,
· safety indicators.
In relation to services, researchers L. Beri, A. Parasuraman, and V. Zeithaml also compiled a list of service quality indicators, finding that consumers mainly use simple criteria, regardless of the type of service. These criteria are:
· Availability: the service is easy to obtain in convenient place, at a convenient time, without undue wait for its provision,
· Communication skills: the description of the service is made in the client’s language and is accurate,
· Competence: service staff has the required skills and knowledge,
· Courtesy: the staff is friendly, respectful and caring,
· Trustworthiness: you can rely on the company and its employees, because they really strive to satisfy any customer requests,
· Reliability: services are provided accurately and at a stable level,
· Responsiveness: employees are responsive and creative in solving problems and satisfying customer requests,
· Safety: the services provided do not pose any danger or risk and do not give rise to any doubt,
Tangibility: The tangible components of a service truly reflect its quality,
· Understanding/knowledge of the client: employees try to understand the needs of the client as best as possible and pay attention to each of them.
4. The terms qualitology and qualimetry are almost never used in library science, despite their interdisciplinary nature, so it is advisable to briefly consider them. They entered scientific circulation in the 1960s.
The introduction of the term qualimetry, denoting the scientific discipline of studying and developing principles and methods for quantitative assessment of quality, was preceded by a discussion. A group of researchers became convinced that the scientific field, covering methodological and practical issues of quantitative assessment of quality, needed a commonly used term with an international sound. It should be easy, convenient and suitable for all areas of theoretical and practical knowledge involved in quality assessment. The term qualimetry has been adopted. It is based on two words kvali and metreo. In many languages, quali means quality. The term turned out to be convenient. It is concise, accurately conveys the content of the concept of quality measurement, and its components are understandable in different languages. Derivative words are easily formed from it (qualimeterologist, qualimetric, etc.). It is noted that the term fits well into the system of concepts logically associated with it.
The science of quality has been called both qualinomy and qualology. The term qualitology is currently used. It denotes the science of quality, the structure of which includes the theory of quality and the theory of its management, qualimetry and metrology. The term qualimetry is applied to a scientific discipline that studies the problems and methodology of quantitative and qualitative assessment of objects of various natures.
Among the qualimetry used in various industries (construction, architecture, medicine, biology, sociology, service sector, etc.), there is also psychological qualimetry. It is located at the intersection of psychology and qualimetry, serves the purposes of psychodiagnostics and psychometry, using a variety of methods ( expert assessments, generalizations of independent characteristics, semantic differential, sociometry, etc.). In psychological qualimetry, quantification is used - reducing qualitative assessments of mental phenomena to quantitative ones for the purpose of formalization through social quantifiers, for example, words (never; rarely; neither often nor rarely; often; always) and points (using the method of polar profiles).
The term metrology is interpreted as a branch of science that studies and implements methods for measuring quality. In the conceptual apparatus of qualitology and qualimetry, such as criterion, efficiency, measure and its synonym quality indicator are distinguished. Among the types of quality measures are quantitative and qualitative assessments. Qualitative assessments include a semantic measure of quality. Scaling is a measure of quality that introduces ordering relationships on a measured set of properties. The concept of a semantic measure corresponds to semantic scaling. Understanding qualimetric scaling includes all types of scaling: metric (ratio, difference, interval), ordinal, nominal, semantic (verbal) and their various combinations. To determine the values of quality indicators, measuring, registration, ergonometric, analytical, expert and combined methods are used.
In specialized literature, the word quality is interpreted as a derivative of the words like, which. In practice, one of two interpretations is usually used - philosophical or industrial. The concept of quality in a philosophical interpretation can be applied to various models of practice, while it does not carry any assessments (which is worse, which is better), fixing different qualities, different properties, without denoting good or bad. In philosophy, this category is not evaluative in nature, and therefore in the philosophical interpretation of quality it makes no sense to raise the question of measuring or otherwise assessing quality.
In the industrial interpretation, the key concept is quality as a set of essential consumer properties of services that are significant to the consumer. The set of these properties forms the basis of standards. With this interpretation, two signs of the quality of any service are distinguished: the presence of certain properties and consideration of their value not from the position of the service provider, but from the position of the user.
5.a) Product quality control - control of quantitative and (or) qualitative characteristics of products.
The quality control procedure may include measurement, analysis, and testing operations.
Measurements as an independent procedure are the object of metrology.
Analysis of products, in particular the structure and composition of materials and raw materials, is carried out by analytical methods: chemical analysis, microbiological analysis, microscopic analysis, etc.
Tests- a technical operation consisting of determining one or more characteristics of a given product, process or service in accordance with an established procedure.
An illustration of product quality control as a complex procedure is, for example, fabric quality control. It includes control of qualitative characteristics (external defects, compliance with the approved sample - standard for color, pattern), control of quantitative characteristics through simple measurements (length, width, thickness), tests (for abrasion resistance, tensile strength), chemical analysis (determination of fiber composition ).
Let us consider in more detail the significance of the test as a procedure. The main means of testing is testing equipment. Testing equipment also includes basic and auxiliary substances and materials (reagents, etc.). used during testing.
During testing, various methods for determining the characteristics of products and services can be used: measuring, analytical, registration (determining failures, damage), organoleptic (determining characteristics using the senses).
Depending on the location of testing, they can be laboratory, field, or full-scale. Product testing is carried out mainly in laboratory conditions.
The main requirement for the quality of testing is the accuracy and reproducibility of the results. Meeting these requirements largely depends on compliance with metrology rules.
In recent years, laboratories themselves have begun to be checked directly for the quality of testing through interlaboratory comparative tests - parallel testing of a standard product or sample of a substance with known characteristics in several controlled laboratories. Based on the deviation of test results from each laboratory of the characteristics of a standard object, the accuracy and reproducibility of the results are judged, i.e. about the quality of testing of each laboratory.
For example, the Central Testing Center operating under the Ministry Agriculture The USA sends out monthly two control samples of the standard to all local cotton testing laboratories, the indicators of which are encoded and entered into the data bank of the main computer (but they are not brought to the attention of local testers). Laboratories test the standards sent, and the data obtained is sent to the central bureau, where a machine comparison (comparison) of the results takes place. In case of failure, information is sent by telex to local testing laboratories: the test results do not correspond to the control ones; certificates issued in such and such a month cannot be recognized at the cotton exchange.
This scheme is called “round test” - testing goes as if in a circle, continuously, placing testers in harsh conditions: it is necessary to constantly maintain yourself in the best working condition (this applies to both equipment and specialists). If any laboratory “falls out of the circle” at least once, i.e. from the Register of centers approved for issuing certificates, then it will lose contracts for conducting tests.
To confirm the required quality of testing, laboratories must undergo an accreditation procedure. Laboratory accreditation- official recognition that testing laboratories are competent to carry out specific tests or specific types of tests.
In Russia, as well as abroad, there is an accreditation system for testing, measuring and analytical laboratories.
According to the Certification Rules in the Russian Federation, only an accredited testing laboratory is allowed to test specific products.
B) Product quality control
PRODUCT QUALITY CONTROL - checking the compliance of the quality of the product or the process on which it depends with established requirements. Product quality control includes state supervision of product quality, departmental product quality control and technical quality control in associations, enterprises and organizations.
State supervision over product quality is carried out by the USSR State Standard and its bodies; it consists of monitoring compliance with standards, technical conditions and metrological rules, the condition of measuring instruments and the work of standardization and metrology services on site. Departmental quality control of products is carried out by quality inspections of the relevant ministries or departments.
Technical control of product quality is carried out at all stages of the production process, from the receipt of raw materials to the shipment of finished products. Its main functions: establishing compliance of product quality indicators with the requirements of design documentation, technical specifications, indicators of prototypes, obtaining information on the state of the production process, recording, analyzing and preventing defects and defects in production, failures and malfunctions at the consumer and developing measures to eliminate the causes of them appearance.
The main types of technical control are: incoming control of materials, semi-finished products, purchased components coming from outside; operational control performed during the technological process; control of the technological process for compliance with its established requirements; acceptance control of finished products. In form, all these types of control and measurements can be: active, carried out by technical means built into technological equipment; planned, carried out according to schedule; volatile, organized without predetermined deadlines; inspections carried out to check the quality of operational or acceptance control.
When choosing technical means of control, non-destructive testing means are preferred. Particularly important and expensive parts and assembly units are covered by continuous operational control using unique control and measuring tools, for example, holographic, laser, etc.
Product quality control in associations and enterprises is carried out by technical control departments (QCD). The head of the quality control department has the right to stop accepting products, prohibit the use in production of items and means of labor that do not meet the requirements, and stop the production of products in departments that do not comply with technological discipline; he bears criminal and financial liability for the release of low-quality and incomplete products.
Improving product quality control is facilitated by the introduction of self-control of performers and granting them the right to personal branding.
This measure has a great educational effect, promotes the development of a sense of worker pride, and strengthens labor discipline. The effectiveness of technical control increases many times with the introduction of non-departmental control and the system of State acceptance of products.
Introduction of State Acceptance at 1500 enterprises of various industries - new, fundamentally important step in the matter of radically improving product quality, an event of great economic and political significance (see also Product Quality Management).
The experience of leading enterprises in the field of quality, repeatedly confirmed in practice, and the provisions of an authoritative textbook on management show that product quality depends on a number of external and internal factors:
External factors include:
quality requirements (consumers, progress, competitors);
suppliers of capital, labor, materials, energy, services;
legislation in the field of quality and the work of government bodies.
Internal factors for ensuring product quality are:
modern material base (infrastructure, equipment, materials, finance);
application of advanced technologies;
effective management (rational organization of work and skillful management of the enterprise in general and quality in particular);
qualified personnel interested in good work.
The dependence of product quality on these factors and their relationship can be presented in the form of a cause-and-effect diagram, clearly showing the principle of quality assurance.
To the above, we can add that qualified and motivated personnel and a modern material base with advanced technology determine the necessary basis for ensuring product quality - the quality base. Moreover, of all the factors influencing quality, the key is the human factor, and in it is the interest of employees in good work. This is explained by the obvious consideration that an uninterested employee will not work well even with good equipment, but an interested employee will search, find and use any opportunities to improve his skills and achieve high quality products.
Effective management with quality management complements the quality base and makes it possible to realize the opportunities created by the material base and the human factor. Because you cannot produce products with only equipment, materials and people. We still need to organize the work and establish management.
Thus:
The principle of ensuring product quality is to take into account external factors affecting quality (suppliers, quality requirements, laws and government bodies) and create internal factors (material base with advanced technology, effective management with quality management and motivated, qualified personnel). At the same time, primary attention should be paid to staff motivation.
From here it becomes clear how product quality is ensured, and therefore, what measures are necessary to ensure it.
In addition to the presented flat diagram, the principle of ensuring product quality can be shown in the form of a spatial “Quality Model”, which shows not only the composition and interrelation of factors necessary to ensure quality, but also the interaction of these factors and the result of this interaction - improving product quality.
7. At every enterprise, the quality of products is influenced by a variety of factors, both internal and external. Internal factors include those that are related to the enterprise’s ability to produce products of appropriate quality, i.e. depend on the activities of the enterprise itself. They are numerous, and it is advisable to classify them into the following groups: technical, organizational, economic, socio-psychological.
Technical factors have a significant impact on product quality. Therefore, the introduction of new equipment and technology, the use of new materials, higher quality raw materials is the material basis for the production of competitive products.
Organizational factors are associated with improving the organization of production and labor, increasing production discipline and responsibility for product quality, ensuring production culture and the appropriate level of personnel qualifications, introducing a quality management system and its certification, improving the performance of the quality control service and other organizational measures.
Economic factors are determined by the costs of production and sales of products, the costs of ensuring the required level of product quality, pricing policies and the system of economic incentives for personnel for the production of high-quality products. Socio-psychological factors significantly influence the creation of a healthy socio-psychological climate in the team, normal working conditions, education of personnel in the spirit of devotion and pride in the brand of their enterprise, moral incentives for employees for their conscientious attitude to work - all these are important components for graduation competitive products.
External factors in conditions of market relations they contribute to the formation of product quality (if the enterprise is not a monopolist). These primarily include: market requirements, i.e. buyers; competition: regulatory documents in the field of product quality; the need to gain a worthy place in both the domestic and foreign markets; ensuring the company's image among buyers, business people, etc.
Basically, all factors, both internal and external, are closely interconnected, and they all affect product quality. It is always necessary to remember that at each stage of enterprise development the degree of influence of these factors is not the same. Therefore, the relevant services of the enterprise must rank them according to the degree of influence and give preference to those that have the greatest impact on product quality. This will allow you to manage product quality at lower costs and more effectively.
Standardization and certification are the basis for the production of high-quality products in the country.
Standardization throughout the world is a conductor of quality and acceleration of scientific and technological progress, so a lot depends on its state in the country.
Standard is a normative document on standardization, developed, as a rule, on the basis of consensus, characterized by the absence of objections, but significant issues among the majority of interested parties and approved by a recognized body (or representative), in which rules, general principles, characteristics, requirements and methods relating to certain objects of standardization, and which is aimed at achieving the optimal degree of ordering in a certain area (GOST R 1.0 - 92).
Certification is an activity to confirm product compliance with established requirements.
A certification system is a set of certification sites that carry out certification according to the rules established in this system. A certificate is a document certifying that the enterprise produces products that meet all the requirements of the standard.
8. Quality audit
A quality audit at an enterprise (Quality Audit) is a process of systematically studying the quality system, carried out by internal or external auditors. This is an important part of the organization of a quality management system and is a key element in the ISO standard ISO 9001. With the introduction of the concept of “Quality Management System”, relating to the entire operation of the enterprise, the need arose for an effective assessment of this system, for which the term in question serves. According to EN ISO 8402, a quality audit is a systematic and independent study to determine whether the results of activities meet planned requirements and objectives; whether these requirements are met in practice and whether they correspond to the goals set. The following assessment methods are distinguished:
Internal assessment by the enterprise itself (First Party Audits) is carried out in order to check the system and strengthen its weak points.
External assessment by one of the partners (Second Party Audits). A positive audit by external experts confirms the quality potential of suppliers. According to the previously existing provisions, the inspection was carried out by one of the existing partners. In this case, it often turned out that the same enterprise, being a supplier to many companies, was forced to carry out numerous inspections every year, which required a lot of time and expense.
External assessment by independent specialists (Second Party Audits). After the introduction of the international standard, it became possible to carry out audits by independent experts, through the so-called certification bodies. The audit of the enterprise is now carried out by employees of an officially recognized, accredited authority.
Certification/re-audit (Third Party Audits).
EN 45003 gives the following interpretation to the concept of accreditation: “It is a method by which some significant authority formally recognizes that some other authority or individual has sufficient competence to perform the specified tasks." There are many national and international certification bodies. To provide certification services, an organization must meet the requirements of ISO 17021 Conformity assessment - Requirements for bodies providing audit and certification of management systems and must be registered in accordance with Russian legislation. When certifying a quality management system, an accredited organization checks the QMS for its compliance with the provisions of the standard and, if there is compliance, issues a certificate. The quality audit requires an actual inspection of workplaces and observation of work.
Internal and external quality audit
According to EN ISO 10011 there are different types of quality audits. Internal quality audit and external quality audit can be divided into three types:
Product audit as a control tool at the operational level. The task of a product audit is to assess the compliance of a manufactured product with established quality requirements. In addition to checking the quality of structural elements, components and the final product from the customer’s point of view, the following is also checked: manufacturing documentation; production process and machines, as well as controls. This is done using up-to-date quality management documentation, agreements, inspection plans and warranty plans, etc. Goal: creating an environment that meets quality, determining the feasibility of inspections and the capacity of inspection bodies, calculating opportunities for improving product quality, completing product certificates, acquiring the CE mark.
Process audit as a tool for monitoring mid-level management. The purpose of a process audit is to check the manufacturing method and process, such as in special processes. Here it is important to establish the quality potential of the method by determining direct and indirect process parameters, which will allow the process to be controlled ( guidelines, inspection instructions, work instructions, inspection plans, etc.), as well as verification of organizational principles. Thus, quality improvement can be achieved by taking into account two factors: improving employee behavior (human factor), increasing the potential of the method and process (technical factor). Goal: guaranteeing the safety of the process and its potential, as well as improving the process.
Systematic quality audit as a control tool at the highest management level. This type is aimed primarily at the organization of the enterprise by checking the feasibility, compliance and sufficient effectiveness of quality control measures, checking the maintenance of documentation relating to its management activities, confirming compliance with the requirements of the EN ISO 9001 standard and determining weak points organization and deviations from the norm. This allows you to put forward proposals for: carrying out corrective measures relating to organization and technology, improving the quality of products and processes.
9. In accordance with the Law of the Russian Federation “On Certification of Products and
services" certification may be mandatory or voluntary
character.
Mandatory certification - confirmation
by an authorized body for product compliance with mandatory requirements established by law.
The most universal, i.e. applicable to most goods and services are the following requirements: purpose, safety, environmental friendliness, reliability, ergonomics, resource conservation, manufacturability, aesthetics.
Mandatory certification is a form of state control over product safety. Its implementation is associated with certain responsibilities imposed on enterprises, including those of a material nature. Therefore, it can be carried out only in cases provided for by the legislative acts of the Russian Federation, i.e. laws and regulations of the Government of the Russian Federation.
In accordance with the Law of the Russian Federation “On the Protection of Consumer Rights,” lists of goods (work, services) subject to mandatory certification are approved by the Government of the Russian Federation. Based on these lists, a decree of the State Standard of Russia “Nomenclature of products and services (works) in relation to which legislative acts of the Russian Federation” is developed and put into effect.
The Federation provides for their mandatory certification.”
With mandatory certification, the validity of the certificate of conformity and mark of conformity extends throughout the entire territory of the Russian Federation.
The organization and conduct of work on mandatory certification is entrusted to the specially authorized federal executive body in the field of certification - Gosstandart of Russia, and in cases provided for by the legislative acts of the Russian Federation in relation to certain types of products, and to other federal executive bodies. In Russia in 1999, there were 16 mandatory certification systems in operation. The most representative and well-known is the GOST R mandatory certification system, formed and assigned by the State Standard of Russia. Within the framework of this system, there are certification systems for homogeneous products (food products and food raw materials, toys, dishes, light industry goods, etc.) and homogeneous services (services Catering, tourist services and hotel services, etc.).
10. In the Russian Federation, a technical regulation is a document (normative legal act) establishing mandatory requirements for application and execution for objects of technical regulation (products, including buildings, structures and structures, processes of production, operation, storage, transportation, sales and recycling).
The concept of technical regulations was introduced by the Federal Law “On Technical Regulation” No. 184-FZ of December 27, 2002. The law separated the concepts of technical regulations and standards, establishing a voluntary principle for the application of standards. Technical regulations, in contrast, are mandatory in nature, but can only establish the minimum necessary requirements in the field of safety, and they can be adopted only for certain purposes, namely:
protecting the life or health of citizens, property of individuals or legal entities, state or municipal property;
protection of the environment, life or health of animals and plants;
prevention of actions that mislead purchasers.
For the transition period, until the adoption of the necessary technical regulations, the corresponding requirements of previously adopted GOST (GOST R), sanitary and construction norms and rules, as well as other departmental guidance documents (SanPiN, SNiP, RD, etc.) must be applied for these purposes.
The law provides for a closed list of exceptions, when other mandatory requirements for products may be established (placement of government orders for defense needs, regulation in the field of communication systems, etc.).
11. Article 11. Goals of standardization
Standardization is carried out for the purposes of:
increasing the level of safety of life or health of citizens, property of individuals or legal entities, state or municipal property, environmental safety, safety of life or health of animals and plants and promoting compliance with the requirements of technical regulations;
increasing the level of safety of facilities, taking into account the risk of natural and man-made emergencies;
ensuring scientific and technological progress;
increasing the competitiveness of products, works, services;
rational use of resources;
technical and information compatibility;
comparability of research (test) and measurement results, technical and economic-statistical data;
interchangeability of products.
12. Article 12. Principles of standardization
Standardization is carried out in accordance with the principles:
voluntary application of standards;
maximum consideration when developing standards of the legitimate interests of stakeholders;
application of an international standard as the basis for the development of a national standard, except in cases where such application is considered impossible due to the inconsistency of the requirements of international standards with the climatic and geographical features of the Russian Federation, technical and (or) technological features, or for other reasons, or the Russian Federation, in accordance with established procedures, acted against the adoption of an international standard or its individual provisions;
inadmissibility of creating obstacles to the production and circulation of products, performance of work and provision of services to a greater extent than is minimally necessary to achieve the goals specified in Article 11 of this Federal Law;
the inadmissibility of establishing standards that contradict technical regulations;
ensuring conditions for uniform application of standards.
13. The entire fund of standards in force on the territory of the Russian Federation includes the following categories:
international (ISO, IEC, ITU) and regional (EU) standards;
interstate standards (GOST);
national standards of the Russian Federation (GOST R);
organization standards (STO)
International Standard: A standard adopted by an international standardization organization and available to a wide range of users.
International standards include ISO standards, IEC standards and ISO/IEC standards, which are joint publications of ISO and IEC. ISO – international organization for standardization; IEC – International Electrotechnical Commission; ITU – International Telecommunication Union, EU – European Union.
Interstate standard (GOST): A regional standard adopted by the Eurasian Council for Standardization, Metrology and Certification and available to a wide range of users.
The Eurasian Council for Standardization, Metrology and Certification includes 12 countries of the former USSR, except the Baltic countries.
National standard (GOST R) - a standard adopted by the national standardization body (Rosstandart) and available to a wide range of consumers
Organizational standards (STO) - a standard approved and applied by an organization for standardization purposes, as well as for improving production and ensuring product quality, performing work, providing services, as well as for disseminating and using the results of research (tests) and measurements obtained in various fields of knowledge and developments.
14. The type of standard is a characteristic determined by its content depending on the object of standardization.
Depending on the purpose and content, GOST R 1.0 – 2004 established the following main types of standards:
Fundamental standards;
Standards for terms and definitions;
Product standards;
Service standards;
Standards for processes (work);
Standards for control methods.
In accordance with the interstate standard GOST 1.1 – 2002, the following can be additionally developed:
Compatibility standards;
Standards for the nomenclature of indicators.
16. Enterprise standards (STS) are developed and applied by the enterprise itself. The objects of standardization are usually the components of organization and enterprise management, improvement
which is the main goal of standardization at this level.
Standards of public associations (STO) are normative documents developed, as a rule, for fundamentally new types of products, processes or services; new test methods, etc. They can then serve as the basis for developing standards for enterprises, industries,
submission of information on accepted standards of industries and societies to the State Standard of the Russian Federation, etc. PR and R are developed by organizations and divisions subordinate to Gosstandart or Gosstroy of the Russian Federation.
Technical specifications (TS) are developed by enterprises when it is not practical to create a standard. The subject of specifications may be one-time delivery products produced in small batches.
17. International standardization organizations:
International Organization for Standardization (ISO).
The international organization ISO began to function on February 23, 1947 as a voluntary, non-governmental organization. It was established on the basis of an agreement reached at a meeting in London in 1946 between representatives of 25 industrialized countries to create an organization with the authority to coordinate at the international level the development of various industrial standards and to carry out the procedure for their adoption as international standards.
International Electrotechnical Commission
The IEC, founded in 1906, is a voluntary non-governmental organization. Its activities are mainly related to standardization physical characteristics electrical and electronic equipment. The IEC focuses on issues such as electrical measurements, testing, recycling, and safety of electrical and electronic equipment. Members of the IEC are national organizations (committees) for technology standardization in relevant industries, representing the interests of their countries in the matter of international standardization.
The original language of IEC standards is English.
International Telecommunication Union
ITU is an international intergovernmental organization in the field of telecommunication standardization. The organization unites more than 500 governmental and non-governmental organizations. It includes telephone, telecommunications and postal ministries, departments and agencies of different countries, as well as organizations that supply equipment for providing telecommunications services. The main task of the ITU is to coordinate the development of internationally harmonized rules and recommendations for the construction and use of global television networks and their services. In 1947, the ITU received the status of a specialized agency of the United Nations (UN).
International organizations involved in standardization work
Food and Agriculture Organization of the United Nations (FAO)
The Food and Agriculture Organization of the United Nations (FAO) was founded in 1945 as an intergovernmental specialized organization UN.
United Nations Economic Commission for Europe (UNECE)
The United Nations Economic Commission for Europe (UNECE) is an organ of the UN Economic and Social Council (ECOSOC), established in 1947.
World Health Organization (WHO)
The World Health Organization (WHO) was created in 1948 on the initiative of the UN Economic and Social Council and is a specialized agency of the UN. The goal of WHO, which is defined by its Constitution, is that it is possible for all peoples to achieve top level health (health is interpreted as the totality of complete physical, mental and social well-being). More than 180 states are members of WHO, including Russia. WHO has consultative status with ISO and participates in more than 40 technical committees.
International Atomic Energy Agency (IAEA)
The International Atomic Energy Agency (IAEA) is an intergovernmental organization established under the auspices of the UN to promote cooperation in the field of peaceful uses of atomic energy. Operating since 1957, headquartered in Vienna; 146 members, including Russia. The official languages of the IAEA are English, Russian, French, Spanish, Chinese; workers - English, Russian, French, Spanish.
World Trade Organization (WTO)
The World Trade Organization (WTO) was established in 1995 on the basis of the General Agreement on Tariffs and Trade (GATT)
International Organization of Consumers Unions (IOUC)
The International Organization of Consumer Unions (IOUC) leads great job related to ensuring the quality of products and, first of all, consumer goods. Created in 1960 - members of MOPS are over 160 consumer associations from different countries.
International Organization of Weights and Measures (IIOM)
The International Organization of Weights and Measures (IIOM) was founded in 1875 with the goal of unifying the systems of units of measurement used in different countries and establishing uniform standards of length and mass. Currently, in addition to units of length and mass, IOMV is engaged in systems of units of time and frequency, as well as electrical, photometric, stabilized laser, gravitational, thermometric and radiometric measurements.
International Organization of Legal Metrology (OILM)
The International Organization of Legal Metrology (OIML) is an intergovernmental international organization aimed at international harmonization of the activities of state metrological services or other national institutions, aimed at ensuring the comparability, correctness and accuracy of measurement results in OIML member countries. The organization was created in 1955 on the basis of the Convention, ratified by the legislative bodies of the participating countries.
International Civil Aviation Organization (ICAO)
The International Civil Aviation Organization, or ICAO, is a specialized agency of the United Nations whose mandate is to ensure the safe, efficient and orderly development of international civil aviation. ICAO develops the following types of Standards and other provisions:
Rules of Air Navigation Services (PANS);
Supplemental Regional Rules (SUPPs);
various kinds of instructional material.
International Consultative Committee on Space Data Systems Standardization (CCSDS)
The International Advisory Committee on Space Data Systems Standardization was formed in 1982 by the world's major space agencies and serves as a forum for discussing common issues in the development and operation of space information systems. It currently consists of 11 member agencies, 28 observer agencies, and over 140 industrial partners.
Standardized objects:
radio frequency ranges, ground-to-air link functions and structures;
parameters of receiving and transmitting devices;
standard blocks of formatted data;
radio command link procedures;
data processing and compression;
interfaces and protocols for data exchange at various levels;
decision-making logic, etc.
Regional organizations
Interstate Council of the CIS (IGU / EASC)
Full name - Interstate Council for Standardization, Metrology and Certification (IGS) of the Commonwealth of Independent States (CIS) (EuroAsian Interstate Council for Standardization, Metrology and Certification)
The IGU is an intergovernmental body of the CIS for the formation and implementation of a coordinated policy on standardization, metrology and certification. The working body of the IGU is the Bureau of Standards, consisting of a group of experts and a regional Information Center. 270 interstate technical committees for standardization have been created under the Council. IGU is recognized by the International Organization for Standardization (ISO) - Regional Organization for Standardization as the Euro-Asian Council for Standardization, Metrology and Certification (EASC) (Council Resolution ISO 26/1996).
European standardization organizations
CEN (the European Committee for Standardization) is a European committee for standardization of a wide range of goods, services and technologies.
CENELEC (the European Committee for Electrotechnical Standardization) - European committee for the standardization of solutions in electrical engineering.
ETSI (European Telecommunications Standards Institute) is a European standardization institute in the field of telecommunications.
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NATO standardization bodies
NATO Committee Standardization (NCS - NATO Committee Standardization)
NATO Standardization Staff Group (NSSG)
NATO Standardization Office (ONS - Office for NATO Standardization)
NATO Standardization Liaison Board (NSLB)
NATO Standardization Organization (NSO) to monitor, implement and improve the NATO Standardization Program
Types of standards
Publications AACP - AAP - AASTP - AECTP - AEDP - AEP - AJP - AOP - AQAP - ARMP - ATP - ADatP
Standardization agreements (STANAG - Standardization Argeement)
Other regional organizations
COPANT (Pan American Standards Commission) - Pan American Standards Committee
ASEAN Member Countries Standardization and Quality Advisory Committee
Pacific Standards Congress (PASC)
Arab Organization for Industrial Development and Mining
African regional organization on standardization
18. Rules of application. The GSS of Russia allows the following options for the rules for applying international and regional standards:
Adoption of the authentic text of an international (regional) standard as a state Russian regulatory document (GOST R) without any additions or changes (“cover method”). Such a standard is designated as is customary for a domestic standard;
Adoption of the authentic text of the international (regional) standard, but with additions reflecting the peculiarities of Russian requirements for the object of standardization. When designating such a normative document, the number of the corresponding international (regional) one is added to the code of the domestic standard.
Other options are also possible: using (borrowing) individual provisions (norms) of the international standard and introducing them into a Russian regulatory document. This is quite acceptable by the rules of the State Standards of the Russian Federation, but in such cases the international (regional) standard is considered only as a source of information taken into account when creating a domestic standard. The latter is not considered a form of adoption of an international (regional) standard. Similar interpretation also applies to GOST R, which contains a reference to an international (regional) standard.
ISO/IEC Guide 2 also deals with the direct and indirect application of an International Standard.
Direct application is the application of an international standard regardless of its adoption in any other normative document.
Indirect application is the application of an international standard through another normative document in which this standard was adopted.
Thus, in terminology, the above two options are an indirect application of the international standard in the national standardization system of the Russian Federation.
Application of international standards in mechanical engineering. The most relevant area for the use of international standards in the Russian Federation is considered to be mechanical engineering, where out of 4988 existing standards, more than 2000 are international. Data for various engineering industries are given in table. 13.1.
19. 3.1 Structural elements of the standard
3.1.1 The standard contains the following structural elements:
Title page;
Preface;
Introduction;
Name;
Application area;
Definitions;
Notations and abbreviations;
Requirements;
Applications;
Bibliographic data.
3.1.2 Structural elements, with the exception of the elements “Title Page”, “Preface”, “Name”, “Requirements”, are given if necessary, depending on the characteristics of the object being standardized.
3.2 Title page
3.2.1 The first page of the title pages of state standards of the Russian Federation, industry standards, enterprise standards, standards of scientific, technical, engineering societies and other public associations is drawn up in accordance with Appendices A, B, C, D.
3.2.2 A preface is placed on the second page of the title page. After the preface at the bottom of the sheet of the state standard of the Russian Federation they indicate: “This standard cannot be fully or partially reproduced, replicated and distributed as an official publication without the permission of ___________________________________
name of the body that adopted the standard
3.2.3 Standards, if necessary, may be compiled into a thematic collection. At the same time, they additionally draw up a common first page of the title page for the collection, on which the designations of all the standards included in the collection are placed. If the designations of the standards included in the collection have a continuous sequence of numbers, it is allowed to indicate the designations of the first and last (in ascending order of numbers) standards, separating them with a punctuation mark - “dash”.
3.3 Preface
3.3.1 The preface is placed on the second page of the title page. The word “Foreword” is written in capital letters in the middle of the page.
3.3.2 The information given in the preface is numbered in Arabic numerals (1, 2, 3, etc.) and arranged in the following sequence:
1) information about the technical committee for standardization or the development company, the adoption of state standards of the Russian Federation
“DEVELOPED AND INTRODUCED __________________________________________
number and name of the technical committee for standardization or enterprise that developed and submitted the draft standard for adoption
ADOPTED AND ENTERED INTO EFFECT by Resolution _____________________
name of the body
__________________________________________________________________ »;
state administration of the Russian Federation, date of adoption and number of the resolution
2) information about the developer and adoption of the industry standard:
"DESIGNED ___________
name of the TC or enterprise that developed and submitted the draft standard for adoption
ADOPTED AND ENTERED INTO EFFECT ____________________________________
Name
organization that adopted the standard, date and number of the directive document
3) information on the application of an international, regional or national standard of another country as a state standard of the Russian Federation is drawn up in accordance with Appendix B1;
4) if the standard implements the legislative norms of the law(s) of the Russian Federation, the preface should indicate:
“This standard implements the norms of __________________________
name of the law(s) of the Russian Federation
5) information about the standard developed for products, the production of which is carried out under a license:
“The requirements of the standard comply with the requirements established in the technical and regulatory documents of the licensor”;
6) information about inventions used in the development of the standard. Provide numbers and dates of patents, applications for inventions and copyright certificates;
7) information about the regulatory documents to replace which the standard was developed: “IN INSTEAD OF __________________________________” or
“INstead of _________________________________ in part
designation of a normative document
If the standard is being introduced for the first time, they write “INTRODUCED FOR THE FIRST TIME”;
8) information about the reissue of the standard:
"REISSUE ____________________"
month year
“REISSUE ___________________ WITH CHANGES No. ____________
month, year number
_________________________________________
changes, information document number
3.3.3 If necessary, additional information may be included in the preface.
3.5 Introduction
The introduction provides, if necessary, justification for the reasons for developing the standard. The introduction should not contain requirements.
The introduction is not numbered and is placed on a separate sheet.
3.6 Name
3.6.1 The name of the standard must be brief, accurately characterize the object of standardization and ensure the correct classification of the standard for inclusion in information indexes of standards.
3.6.2 In the name of the standard, as a rule, abbreviations (except for product symbols), Roman numerals, mathematical symbols, and Greek letters are not allowed.
3.6.3 In the name of the standards, if they are part of a set of standards united by a common purpose, the group title is given before the title.
As a rule, a group heading is not included in the name of a product standard.
The name of the standard, depending on its content, has the following structure:
Title and subtitle.
1 INSTRUMENTAL MICROSCOPE
General technical requirements
2 SNOW LOADERS
Control methods
Group header, header, subheader
Example - Unified system of design documentation
ELECTRICAL DIAGRAMS
Terms and Definitions
Group heading and subheading
Example - State standardization system
Russian Federation
Basic provisions
3.6.4 The title of the standard should be printed in capital letters. The group heading and sub-heading of the standard should be printed in lowercase letters with a capital first.
3.6.5 The title of the standard defines the object of standardization. The title should contain the necessary and sufficient characteristics that distinguish this object from other standardization objects.
3.6.6 The title of the standard for a group of homogeneous products is formed taking into account the names of the classification groups of the All-Russian Product Classifier (OKP).
3.6.7 For a more complete description of the object of standardization, additional definitions should be entered into the title of the standard, indicating characteristic features:
Belonging of an object to a specific product group.
Example - UNIVERSAL LOADS
Manufacture of this product in only one specific way.
Example - HOT-ROLLED BELTS
Manufacturing products from a specific material.
Example - WELDED PIPES FROM ALUMINUM AND ALUMINUM ALLOYS
Manufacturing of products of certain sizes, shapes, etc.
Example - CONICAL SHAFT ENDS WITH TAPER 1:10
In the title of the standard, before the designation of the type, brand, model of the product, you should write the words “brand”, “type”, “model”, and then indicate their designation.
Example - DOUBLE LAY ROPE TYPE TLK-O
3.6.8 If the object of standardization is a part of the whole, then the part is indicated at the beginning of the title, and the whole is given as a sign.
Example - ENCLOSURES OF PANEL MEASUREMENT INSTRUMENTS
3.6.9 In the title of the standard, the first word should be a noun (the name of the object of standardization), and the subsequent words should be definitions (adjectives) in order of their significance (hierarchical generic subordination based on the principle from general to specific), i.e. The title of the standard should be written in reverse word order.
Example - ELECTRIC FOUNDRY OVERHEAD CRANES
3.6.10 Direct word order in the title of the standard should be preserved in the following cases:
The name of the standardization object contains a noun without an adjective in given value not used.
Example - HEADWEAR
The attribute of the object of standardization is expressed by a combination of a noun in the indirect case with an adjective.
Example - HYDRAULIC TANK
In the standard for terms, definitions and letter designations quantities, the field of knowledge, science, branch of technology or production to which they belong is indicated
1 VACUUM TECHNOLOGY
Terms and Definitions
2 PHYSICAL OPTICS
Designations of major greatness
3.6.11 The name of the standardization object in the title of the standard must be written in the singular. If the standard applies to several standardization objects of the same name, the name of the standardization object in the title of the standard should be written in the plural.
3.6.12 When extending a standard to two or more standardization objects, the header must be written in the following order:
If the objects of standardization are characterized by the same characteristics, then first you should write nouns connected by the conjunction “and” (a comma and the conjunction “and”, if there are more than two nouns), and then the characteristics in order of their importance from general to specific.
1 ELECTRICAL DIGITAL DEVICES AND CONVERTERS
2 MACHINES, MECHANISMS, APPARATUS, DEVICES AND FOUNDATIONS FOR SHIPS
If the characteristics relate to one of the listed standardization objects, then this object should be written last, maintaining direct word order.
1 MICROPHONES AND MICROPHONE CONNECTORS
2 CABLES, WIRES, CORDS AND CABLE FITTINGS
If each object of standardization has its own characteristics, then with the reverse word order only a phrase is given that denotes the first object of standardization.
Example - PORCELAIN INSULATORS AND HIGH VOLTAGE BUSHINGS
3.6.13 If the standard applies to products different types belonging to the same classification group of products, then the characteristics should be written separated by a comma and the conjunction “and” before the last characteristic of the product.
Example - FLAT, BOX AND RACK PALLETS
3.6.14 The subtitle of the standard indicates the name of the content established by the standard.
1 METAL CASES
Test methods
2 POLYMERS
Methods for determining viscosity
3.6.15 When publishing a standard using typesetting printing forms, the name of the standard should be highlighted in font.
3.7 Scope of application
3.7.1 The structural element “Scope” is given to determine the area of its purpose (distribution) and, if necessary, to clarify the object of standardization, it is placed on the first page of the standard and numbered with one (1).
3.7.2 When specifying the object of standardization, the following wording is used:
“Does this standard apply to?”
EXAMPLE This standard applies to center lathes with a head-mounted device.
3.7.3 When clarifying the content of the standard, the following wording is used:
“What sets the real standard?”
Example - This standard specifies the radial and axial clearance dimensions of bearings
3.7.4 When specifying the scope of application, the following wording is used:
“Does this standard apply?”
EXAMPLE This standard applies to all textile products supplied to the consumer.
3.7.5 For products supplied only to nuclear power plants, the following wording is used:
“This standard applies to products supplied to nuclear power plants only.”
3.7.6 In a standard containing safety requirements for life and health of the population and the environment, if these requirements are not separated into separate sections, the following should be indicated:
“Safety requirements are set out in ____________________________.”
designation of subsection, item
3.8.2 The list of reference standards begins with the words:
3.8.3 The list includes the designation of standards and their names in ascending order of registration numbers of designations in whole sequence:
State standards of the Russian Federation;
Industry standards.
3.9 Definitions
3.9.1 The Definitions building block contains definitions necessary to clarify or establish the terms used in the standard.
3.9.2 The list of definitions begins with the words:
“For the purposes of this standard, the following terms with their respective definitions apply.”
3.10 Symbols and abbreviations
3.10.1 The structural element “Designations and abbreviations” contains a list of designations and abbreviations used in this standard.
3.10.2 Recording of symbols and abbreviations is carried out in the order they appear in the text of the standard with the necessary interpretation and explanations.