Different views on the quality problem.

PRODUCT QUALITY Product Quality] - in the traditional marketing sense - the degree of customer satisfaction, solutions to his problems. This is the composition and level of consumer properties, the consumer value of a product, expressing its essential certainty, due to which the product is precisely this and not another. For buyers, “quality merchandise” does not necessarily mean high comfort and luxury; but it should improve the quality of life, give pleasure, i.e. meet the needs and expectations of a particular target group... The consumer perceives goods as a set of properties (attributes) that perform a basic function, as well as other, additional functions and benefits. He, according to D. Garvin, is especially not indifferent to the following components of the quality of the product: - the efficiency of the use of the product or service, the ability of the product to perform its main function;

Unique features: a set of other advantages that the product offers in addition to its main function;

Conformity in the sense of conforming to norms and standards that meet a certain level of excellence;

Reliability: no defects or interruptions in work within a specified period;

Durability: the period of normal operation (resource) of the product or the frequency of its use before failure;

Service: the scale, speed and efficiency of the services offered before, during and after the purchase;

Aesthetics, or appearance: design, appearance, color, taste of goods, etc. (this is a very subjective component);

Perceived quality: or the image of a product or brand. In the XX century. the concept of K. p., even in relation only to the consumer, has undergone significant evolution: from the performance of the basic function of compliance by the product with a purely technical requirements through the requirements of security, service to status characteristics, the degree of contribution to the main activities of the client and up to the impact on his self-development. The modern standard ISO 9000: 2000 gives the following definition: "Quality is the degree to which a set of its own characteristics meets the requirements." At first glance, it seems that the definition is incomplete: it remains unclear whose characteristics these are, nor whose requirements they must satisfy. In fact, the modern view of quality, enshrined in the international standard, draws attention to two fundamental points noted below.

1. The concept "K. P." includes not only the quality of the product itself (services, etc.) as the degree of satisfaction of needs and the resolution of problems, but also the comfort of its acquisition, accompanying services and goods, etc. The components of a commodity product differ depending on whether the product is a physical product for individual consumption such as FMCG, a durable product, an article of industrial consumption, a service, an idea, a territory, etc.

2. Requirements for inventory items are imposed not only by the consumer, but also by the developer, manufacturer, intermediaries and other participants in the value chain. If, for example, individual consumers are interested in the consumer qualities of a product: utility, relative price, external data, packaging, then for other participants in the chain, the very embodiment of KP is radically different. This embodiment depends on the role of the participant in the value chain. The marketer will first of all appreciate: - the clarity of the statement of financial and marketing (by target audiences and market shares) goals of product development and sales;

The ability to implement a firm in a product and ensure its long-term superiority in the market;

Adequacy of the product idea to the implemented marketing strategy, consistency in the ratio of its components.

The designer will consider the most fundamental conceptual component of the tasks of ensuring the efficiency of production: the quality of the choice of the general idea of ​​creating a new product and its prospects, the elaboration of the defining properties of the product (the marketing component of quality), the quality of the technical task. The manufacturer will pay attention to the design and engineering quality: significant design and engineering foundations laid down in the project; thoroughness and detail in the study of components and assemblies; observance of design and technological requirements and norms and the intelligibility of their control. Assemblers, adjusters, repairers will appreciate the versatility, standardization of units and components (production quality component); simplicity of instructions for assembling and using the product; maintainability; quality of packaging; recyclability of marriage. Warehouse and transport workers, logisticians will prefer ease of storage and loading and unloading, compactness, etc .; resistance to external mechanical and temperature influences (including packaging); long shelf life. Suppliers will be most important about the quality characteristics of the required raw materials, materials, components and assemblies, the promptness of deliveries and low fare, the completeness of the range of suppliers, their reputation, staff qualifications, the possibility of obtaining advice and reference books, the speed of reaction to the wishes of the client, the possibility of obtaining a loan, payment by installments or registration necessary equipment on leasing or on the basis of mutual settlements. The employees of the organization as a whole are interested in the stable development of the organization's team, improvement of working and rest conditions, opportunities for identification with the company. The owners of the firm, shareholders and other stakeholders will most of all appreciate the impact of the product and its sales on the amount of profit and, in general, on the level of capitalization, market value firms. Intermediaries will first of all pay attention to the exchange characteristics of the product, including demand and its dynamics, absolute price, profitability, circulation speed, transport packaging, shelf life, etc.

Society represented by state and public institutions demonstrates his interest in such characteristics of the product, its sales and consumption as: - positive influence on the solution of urgent social and other problems, incl. those for the solution of which these institutions exist; here it is quite appropriate to quote P. Dixon's thesis: “the quality of many of our culturally significant goods and services is an important symbol of national self-esteem”;

No danger of new social problems in connection with the sale and consumption of a product. Quality is the most important characteristic of competitiveness (although it can be quite high even in the absence of competitors). The comparison of goods in terms of quality is correct if the goods are intended to satisfy the same needs and are carried out taking into account the price. First of all, the so-called. regulatory parameters for the compliance of their values ​​with the standards that must be observed in relation to the specified target groups of consumers. Then other, “hard” parameters are subject to assessment (“hard” is any parameter, an indicator that can be objectively assessed); Finally, “soft” (not formalized, “tasteful”) consumer parameters are assessed by experts. Assessment of the competitiveness of goods involves a comparison of separately parametric indices of consumer properties (often in addition to mandatory normative ones) and separately price indices of goods. Evaluation is a procedure that combines the determination of the values ​​of objective indicators with their subjective weighing, determining the significance of indicators (parameters) for consumers from a specific target group. The management of quality assurance presupposes the division of the general, or total, concept of quality into smaller components in order to establish norms or standards for each of them. In the modern world, KP management is embodied in the concept of total quality management and is associated with the names of E. Deming, J. M. Juran, standardization, metrology and product certification, and consumer protection. Marketing development strategy in relation to capital goods presupposes, first of all, a segmentation analysis of the market. Given the variety of needs, the level of competitiveness of each product must be determined for each target segment separately. This means that benefits or values ​​correspond to a specific level of excellence and range of acceptable prices. It can be argued that quality and price are mirror images of each other, and in both directions. A.P. Pankrukhin Korotkiy Yu.G. Quality problem in marketing on the present stage// Marketing in Russia and abroad. 2000. No. 4. Lambin J.-J. Market-oriented management: Strategic and operational marketing. SPb .: Peter, 2004.S. 538-541. Pankrukhin A.P. Marketing: textbook. 5th ed. M .: Omega-L, 2007.S. 238-240. Garvin D.A. Competing on the Eight Dimensions of Quality // Harvard business Review, 65, November-December, 1987. P. 101-109. Groocock J.M. The Chain of Quality, New York, John Wiley & Sons, 1986.

Marketing: a large explanatory dictionary. - M .: Omega-L. Ed. A. P. Pankrukhina. 2010 .

See what "PRODUCT QUALITY" is in other dictionaries:

Product / service quality- the generalized effect of the product / service, which determines the degree of satisfaction of his / her consumer ... Dictionary " Innovative activity". Terms of innovation management and related fields

Product quality- mining industry (a. quality of mining products; n. Qualitat der Bergbauprodukte; f. qualite de la production miniere; and. calidad de la producción minera) a set of properties of mining products. industry determining the degree of suitability ... ... Geological encyclopedia

quality- The set of characteristics of an item related to its ability to meet stated and implied needs. Notes 1 When entering into a contract or in a regulated environment, for example in the area of ​​nuclear safety ... ... Technical translator's guide

Product quality- in foreign trade an article of the contract of purchase and sale, which provides the qualitative characteristics of the goods, a set of properties that determine the suitability of the goods for their intended use, in accordance with the needs of the buyer. Choice … Financial vocabulary

Ability software product validate their specification, provided that the specification is focused on the characteristics the user wants. See also: Quality software Financial software ... ... Financial vocabulary

quality 3.1.1 qualitydegree to which a set of inherent characteristics (3.5.1) conforms to requirements (3.1.2) Notes 1 The term “quality” can be used with adjectives such as bad, good, or excellent. 2 The term "inherent" ... ... Dictionary-reference book of terms of normative and technical documentation

The quality of education is the level of development of education as a state public system(including any educational institution) and its place in international ranking educational systems. Determined by the totality and ratio of qualities among themselves ... ... Fundamentals of Spiritual Culture (Teacher's Encyclopedic Dictionary)

Software quality- Software Development Software Development Process Process Steps Analysis Design Programming Doku ... Wikipedia

QUALITY ON THE YIELD OF THE FINISHED PRODUCT- an indicator that determines the quality final product, which must be obtained from raw materials (for example, refined sugar from raw sugar, yarn from wool, oil from seeds). Can be set in percentage and in absolute values … Big Dictionary of Economics

The terminology in the field of product quality is streamlined and recorded by the International Organization for Quality in the international standard ISO 9000: 2000.

This standard replaced the previously existing international standard ISO 8402: 1994 in 2000. Until 1994, the ISO 8402: 1986 standard was in effect. In Russian translations, instead of English abbreviation ISO, which corresponds to the initial letters of the name international organization, which issued the standard (International Standard Organizational), is usually used by ISO. In Ukrainian translations, the English abbreviation is usually retained.

In accordance with the international standard ISO 9000: 2000, the following definitions are adopted.

Products Is the result of a process.

In the course, as we know, the process, system and situational approaches are practiced. Moreover, in the course of management, analysis using the process approach is limited to the sphere of management, and management itself is considered as a series of interrelated management functions (planning, organization, motivation, control).

In quality management course process approach covers, first of all, all production and then all management processes that affect the quality of the product, which is considered as a result of these processes.

Process- a set of interrelated or interacting activities that transforms inputs into outputs.

Products are classified into the following 4 generic categories:

1. Services.
2. Intelligent products.
3. Technical means.
4. Recycled funds.

Many types of products belong to different categories... For example, a computer (hardware) is sold with software (intellectual products). In cases where products belong to different categories, their classification is carried out according to the element that prevails.

Service- the result of at least one type of activity, necessarily carried out in cooperation between the supplier and the customer. As a rule, the service is intangible.

Intelligent Products- contains information that is intangible and can take the form of various approaches to solving production and organizational problems, methodologies, business agreements.

Technical means Are usually material. Their number is the corresponding quantitative characteristic (for example, two lathes, four trucks).

Recycled materials- material. To express their quantitative characteristics, one usually resorts to weighing, measuring volume, etc.

Hardware and recycled materials are also referred to as commodity.

Quality- the degree to which the set of intrinsic characteristics (properties) of the product satisfies the requirements. Requirements are understood as formulated, generally understood and obligatory needs and expectations of the consumer.

Product characteristics – distinctive feature products that can be proprietary or appropriated, qualitative or quantitative.

Distinguish own and assigned product characteristics. Own characteristics Is the weight of the product, engine power, fabric color, etc. Assigned characteristics- are not characteristics of product quality (product price, owner, trademark etc.).

Distinguish also product characteristics classes:

• physical (mechanical, electrical, chemical, biological);
• organoleptic (smell, taste, color, softness);
• ergonomic (related to human safety);
• functional (speed, productivity, cutting force);
• temporary (punctuality, availability, reliability);
• ethical (politeness, truthfulness, honesty).

The established specific qualitative or quantitative requirements for the characteristics (properties) of products are called quality indicators.

In relation to to product properties the following types of quality indicators are distinguished:

• destination(functional properties of the product, which determine the range of its applicability);
• reliability(the ability of products to remain operational under certain conditions of operation and maintenance, their reliability, durability, maintainability, preservation);
• manufacturability(perfection of design and technological solutions that determine high productivity in the process of its manufacture, operation and repair);
• ergonomics(the adaptability of products to the anthropometric, physiological, psychophysiological and psychological properties of the consumer, which are manifested in the environment "person - product - environment»);
• standardization ( conformity of products to standards);
• profitability(costs for the development, manufacture and operation of products).

By the number of reflected properties distinguish between such indicators of product quality:

• single;
• complex;
• integral.

By stages of defining products are distinguished by the following quality indicators:

• design;
• production;
• operational;
• predictable.

By methods of determining the following indicators of product quality are distinguished:

• organoleptic;
• instrumental;
• calculated;
• expert;
• statistical;
• sociological;
• combined.

The measurement and assessment of quality indicators is carried out by a special science called qualimetry.

The science of qualimetry solves three main tasks:

• development of methods for determining numerical quality indicators, collecting and processing data necessary for this;
• development of methods for measuring and evaluating quality indicators;
• development of single, complex and integral indicators of products.

Qualimetry methods the following:

• organoleptic- based on the perception of products by the senses without the use of technical measurements;
• instrumental- based on the use of measuring equipment;
• calculated- calculation of indicators based on the values ​​of product parameters, which are determined by other methods;
• expert- the opinion of a group of expert experts is determined, using the methods of mathematical statistics, the obtained expert assessments are checked for reliability and consistency;
• statistical- the number of events or objects is counted using the rules of applied mathematical statistics;
• sociological- the opinion of consumers of products is studied and analyzed (using the methods of mathematical and statistical methods in determining the sample under study, processing and analyzing the results of consumer surveys);
• combined- based on the use of several methods for determining indicators.

Basic concepts, definitions and terms of the theory of quality management. The product life cycle is also considered.

In the theory of quality management, quality itself acts as an object of management.

Legal responsibility for quality rests with all manufacturers. In order to avoid its occurrence, there are a number of methods and techniques to maintain the high quality of products.

Juran Joseph, Philip Crosby, Feigenbaum Armand, Ishikawa Kauru, Tauti Geniti have all contributed to the development of quality management.

International standards for quality systems were created under the influence of increased consumer requirements for product quality, the increasing risk of purchasing low-quality products and the lack of a generally accepted approach to assessing the ability of suppliers to guarantee product quality.

Integral quality management is a modern humanistic approach to effective organization economic activity and solving on this basis the problems of the quality of life and the quality of the human environment.

Standardization is an activity that consists in establishing provisions for general and reusable use regarding the authorization of existing and possible problems, and aimed at achieving the optimal level of ordering under such conditions.

In accordance with its purpose.

Quality is closely related to requirements. In order to fully satisfy the needs, it is necessary to formulate the requirements for the goods at the development stage. Requirements for goods- these are the conditions and features that the goods must comply with so that they can be used for their intended purpose under certain conditions and for a certain time.

But there is a certain imbalance between quality and requirements: the quality of the product does not always meet the requirements. The requirements for goods are constantly changing along with changing needs according to the same laws, that is, taking into account the development of scientific and technological progress, technology and technology, economy and culture.

Factors ensuring the quality of goods

Quality is an object of control. Quality management can be carried out through its formation, stimulation and preservation. Consequently, the factors that ensure the quality of goods can be divided into three groups:

Factors influencing the formation of the quality of goods;

The factors influencing the formation of the quality of goods include: study of the market for goods; development of requirements for goods; quality of raw materials and materials; quality of construction and design; workmanship (processing) quality; control of finished products.

Factors stimulating the quality of goods;

Factors stimulating the quality of goods can be considered social and economic feasibility and efficiency of production, management and pricing features, material interest of workers, sanctions for the production of low-quality products, etc. These factors study economic disciplines.

Factors contributing to the preservation of the quality of goods.

Factors contributing to the preservation of the quality of goods include: packaging and labeling; transportation conditions; storage conditions; conditions for the sale and use of goods; technical assistance in service; features of disposal after use.

Indicators of the quality of goods

A product property, a group of properties and quality as a whole can be expressed in quantitative terms.

Level of quality- it quantitative characteristic one or more properties of a product included in its quality, considered in relation to certain conditions of its creation and operation or consumption.

Quality indicators are grouped according to the following criteria:

• by the number of characterized properties;
• by the characterized properties;
• by the way of expression;
• by the method of determination;
• on application for quality assessment;
• by the stage of determination.

Indicators of the quality of goods by the number of characterized properties

By the number of characterized properties quality indicators are single and complex.

A single quality indicator characterizes one of the properties that make up. A unit indicator can refer to both a unit of production and one simple property. For example, the fastening strength of the sole of a shoe, the acidity of the oil are isolated quality indicators.

If the quality indicator characterizes several properties of the product, then it is called complex. A complex indicator can collectively characterize several simple properties or one complex property, consisting of several simple ones.

If a complex quality indicator characterizes the entire set of properties by which quality is assessed, then such an indicator is called generalized quality indicator.

An integral indicator is a special case of a complex quality indicator. Integral quality index Is an indicator of product quality, which is the ratio of the total beneficial effect from the operation or consumption of products to the total costs of its acquisition and operation or consumption.

The integral quality index is calculated by the formula:

I = E / (Z S + Z E),(2.1)

where E is the total beneficial effect from the operation or consumption of products; З С - total costs of purchasing products; З Э - total costs of operation of products ( Maintenance, repairs and other running costs).

For example, the integral indicator of the quality of a motorcycle is characterized by the ratio of the mileage in kilometers over a service life of up to overhaul to the costs of development, manufacture, maintenance, repair and is expressed in kilometers of mileage per ruble of costs and the number of years.

Depending on the characterized properties quality indicators are divided into: destination indicators; reliability indicators; ergonomic performance; aesthetic indicators; safety indicators; environmental performance; indicators of manufacturability; transportability indicators; indicators of standardization and unification; patent and legal indicators; economic indicators.

Indicators of transportability, standardization and unification, as well as patent law and economic indicators are not indicators of quality. But they have a significant impact on consumer properties. For example, standard sizes household appliances contribute to the ease of use and placement in apartments.

A way of expressing the quality of a product

By way of expression quality indicators can be dimensionless and dimensional.

Dimensional indicators are expressed in various units. For example, heat resistance (in degrees) is expressed in natural units, the capacity of dishes - in liters, the amount of heat - in Joules. Dimensional indicators include percentages and points that assess taste, aesthetic properties, etc.

Relative quality indicators are considered dimensionless, which are defined as the ratio of the quality indicator of the evaluated product to the base indicator.

Method for determining the quality of goods

By definition method quality indicators are classified into indicators determined by measuring, registration, calculation, organoleptic, expert, sociological methods.

The application of this or that method depends on the goals, objectives and conditions for assessing the values ​​of quality indicators. Results must be substantiated and reproducible by data or other acceptable method. In addition, the chosen method should provide an assessment of quality indicators with the required accuracy and completeness at all stages. life cycle goods.

Measuring(laboratory, instrumental) method based on information obtained using technical measuring instruments (measuring instruments, reagents, etc.). Most quality indicators are determined by the measuring method. For example, product weight, shape and dimensions, mechanical and electrical stresses, engine speed, etc. The main advantage of the measuring method is its objectivity and accuracy. It allows you to obtain easily reproducible numerical values ​​of quality indicators, which are expressed in specific units: grams, liters, newtons, etc. The disadvantages of this method include the complexity and duration of some measurements, the need for special training of personnel, the acquisition of complex, often expensive equipment, and in some cases, the need for the destruction of samples.

Registration method based on observing and counting the number of specific events, occurrences, items or costs. This method determines, for example, the number of failures for a certain period of operation of the product, the cost of creating and (or) using products, the number of defective products in a batch. The disadvantage of this method is its laboriousness and, in some cases, the duration of the observations.

Calculation method- This is the receipt of information by calculation. Quality indicators are calculated using mathematical formulas for parameters found using other methods, for example, a measurement method.

The calculation method is often used to predict or determine the optimal (normative) values, for example, indicators of reliability, durability. It is very often used for indirect measurements. For example, by the value of the refractive index of glass, the coefficient of specular reflection is set, and by the hardness of steel - its strength.

Test operation method used, as a rule, to determine indicators of reliability, environmental friendliness, safety. In the process of implementing this method, the interaction of a person with a product is studied in the specific conditions of its operation or consumption, which is of great importance, since measuring methods it is not always possible to fully reproduce the real operating conditions of the product. The advantage of this method is the high accuracy and reliability of the values ​​of quality indicators, and the disadvantage is the duration and high costs, and in some cases the difficulty of selecting a team of subjects.

Organoleptic method is based on the use of information obtained with the help of human senses (sight, smell, hearing, touch, taste). The organoleptic method is simple, always used first, often eliminates the need to use the measuring method as more expensive, and requires little time. In addition to availability and simplicity, this method is indispensable in assessing such quality indicators as smell, taste. Its disadvantages include subjectivity. It is obvious that the accuracy and reliability of the values ​​of quality indicators determined by this method depends on the abilities, qualifications, skills and individual characteristics persons determining quality indicators.

Expert method the definition of quality indicators is based on taking into account the opinions of experts. For example solutions various tips, conferences, meetings, commissions, as well as examiners in assessing students' knowledge, etc. Results peer review have elements of uncertainty and unfoundedness. The reliability of the assessment results depends on the competence and qualifications of the experts.

Sociological method based on the collection and analysis of consumer opinions. To obtain reliable results, a scientifically grounded consumer survey system is required, as well as the use of mathematical statistics methods for collecting and processing information. Sociological methods are widely used at the stage of execution marketing research, when studying demand.

Statistical method Is a method in which the values ​​of product quality indicators are determined using the methods of probability theory and mathematical statistics. The scope of statistical methods is extremely wide and covers the whole (design, production, use, etc.). Statistical Methods are used in quality systems, for certification of products and quality systems. Methods of mathematical statistics make it possible to assess the quality of products with a given probability. Statistical methods help to reduce the time spent on control operations and increase the effectiveness of control.

Quality level assessment

By application to assess the level of quality quality indicators are basic, relative, defining, regulated, nominal, limiting, optimal and allowed.

As noted above, baseline quality is taken as the basis for a comparative assessment of product quality.

The following can be taken as basic values: the values ​​of the quality indicators of the best domestic and foreign samples, for which there is reliable data on their quality; the values ​​of quality indicators achieved in a certain previous period of time or the planned values ​​of indicators of promising samples, found by measuring or calculation methods; the values ​​of quality indicators that are specified in the requirements for products.

As production develops and requirements change, the base values ​​of quality indicators should be replaced by more promising ones that meet modern needs.

The ratio of the quality indicator of the assessed product to the corresponding basic indicator characterizes relative rate the quality of the goods. This indicator can be expressed as a percentage or be dimensionless. For positive indicators, that is, with an increase in which the quality of the product improves (for example, the strength of glass), when calculating the relative indicator of quality, the base indicator is put in the denominator:

K O = K i / K B,(2.2)

where K i is the value of the quality indicator of the evaluated product; K B - the value of the basic quality indicator.

For negative quality indicators, with an increase in which the quality of products decreases (for example, the content of harmful impurities), the base indicator is put in the numerator:

K O = K B / K i.(2.3)

The indicator of the quality of the goods, according to which a decision is made to assess its consumer properties and quality, is called defining... For example, the defining quality indicators are the dust-collecting capacity of the vacuum cleaner, the power of the car engine, and the temperature of the freezer compartment of the refrigerator.

Regulated values ​​quality indicators determine the value of the product quality indicator established regulatory documents.

The nominal value of the quality indicator there is such a regulated value of the quality indicator, from which the permissible deviation is calculated. The nominal values ​​of quality indicators are given in the standards and in other normative documents, in technical conditions, in the drawings, as well as in the reference literature.

Quality index limit determines the highest or lowest regulated value of the quality indicator. Limit values ​​of quality indicators are given in regulatory documents and are used in product quality control.

The optimal value of the quality index- this is its value at which either the greatest effect from the operation or consumption of products is achieved at given costs for its creation and operation or consumption, or a given effect at the lowest costs, or the greatest ratio of effect to costs.

If the value of the quality indicator changes within the limits established by regulatory documents, then such a value of the quality indicator will be called acceptable.

The stage of determining the quality indicator

By the stage of determination quality indicators are divided into predictable, design, production and operational.

Projected indicators qualities are assessed for the future. For this purpose, the possible values ​​of quality indicators for the future period of time are determined based on the analysis of quality data, that is, the requirements are assessed with a certain degree of probability. potential consumers and the estimated values ​​of the quality indicators of the goods capable of satisfying these requirements.

Design indicators qualities are laid down at the stage of direct product development. The class and type of product, operating conditions are determined here. The current requirements of consumers are evaluated, the best basic samples are selected. The optimal value of quality indicators is revealed.

Production indicators are evaluated at all technological stages of product manufacturing.

Performance indicators qualities can be assessed in the process of direct use of the product. For example, the vibration level when the refrigerator is running. These indicators are often used when assessing quality, when determining the total beneficial effect of operation, etc.

Product quality indicators

Great value for integrated assessment the quality of complex products has a choice quality standard.

Quality factor V.A. Trapeznikova

In order to apply the Trapeznikov exponent to calculate the quality score, it is necessary to calculate the quality coefficients for each parameter, and then obtain a generalized estimate using the formula.

Task

Determine the consolidated level of quality of the company's products according to the following data:

Solution

The risk factor of lack of demand can be working conditions... For example, production activities are carried out on fully automated, partially automated equipment, using machines and mechanisms, or manually. Obviously, the quality of products also depends on this. In the first case, there will be fewer deviations from the standards than in the others. This means that the likelihood of the risk of lack of demand due to poor product quality is greater where there is no automation, where the production conditions are outdated, buildings, equipment, etc. conditions.

The effectiveness of methods to stimulate the achievement of high performance in the whole enterprise, the development of the creative initiative of workers, an increase in the interest of each employee in improving the results of his work and the team as a whole depend on the selected forms of remuneration. Therefore, the USSR Law on State Enterprise (Association) states that an enterprise is obliged to use wages as the most important means of stimulating the growth of its productivity, accelerating scientific and technological progress, improving product quality and increasing production efficiency. At the same time, the enterprise has the right to independently determine the forms and systems of remuneration, introduce various forms additional payments within the limits of the salary fund savings, establish official salaries, define bonus systems.

These parameters are considered in detail in order to show that ultimately the productivity and quality of products depend on the reasonable, expedient, proactive, skillful work of each employee of the enterprise. And in order to achieve such behavior of an employee, it is necessary to create an appropriate structure of the management system, apply the appropriate methods of management, planning, accounting, control, etc.

Within the limits of the requirements for products (building, structure, product, etc.), fixed in the documents that determine the normative level of quality, from under the hands of the designers go different solutions with different technical and economic indicators, varying degrees of satisfaction of social needs, etc. Decisions have different quality, which depends on the skill, qualifications of the performers and the conditions in which the development of projects takes place.

Certification, as mentioned above, stands out from the conformity assessment procedures in that it is performed by a third party that does not depend on manufacturers (suppliers) and consumers, which guarantees the objectivity of its results. Therefore, in an environment where competition in the market has shifted from the price sphere to the sphere of product quality, certification has become an indispensable part of an efficiently functioning market economy.

An important factor, on which the profit of the enterprise depends, is the level of selling prices for products. Let us assume that a firm is faced with a choice of a price option for a new product, which a competitor sells at a price of 250 thousand rubles. To conquer the sales market, you need to provide either a higher quality product, or sell it for more low prices... Fixed costs associated with the production and sale of this product amount to 2,400 million rubles, variable costs - 80 thousand rubles. per unit.

The problem of increasing reliability as the main quality parameter is ideally solved provided that the reliability period of the product, in this case the main pipeline, is equal to the durability period, and the reliability and durability of its individual structural elements are also of equal size. The reliability of main pipelines is formed during the design and construction process and depends on the reliability and durability of the applied building materials, structures, construction technology and the organization of technological control over all major operations, from design to testing the pipeline for strength before putting it into operation. Compliance with the technical conditions for the operation of pipelines also has a significant impact on its reliability "and durability.

Allowances and bonuses are introduced to stimulate conscientiousness in work, improve product quality and production efficiency. The difference between allowances and bonuses is that bonuses are paid in the same amount every month for a set period, and bonuses may be irregular, and their value varies significantly depending on the results achieved. Thus, additional payments and compensations reflect those production and social characteristics of labor that objectively do not depend on the employee. The allowances and bonuses reflect the results of his own achievements.

For a number of types of technology, the situation with the nomenclature and quality of products is so disorganized that the possibility of their successful solution by the forces of enterprises turns out to be unrealistic. Many of the large factories are assembly plants, so their success depends on the necessary progress in the functioning of the many factories supplying components.

Considering that this direction of optimizing product quality largely depends on the level of marketing

Entrepreneurship is a special innovative style of managerial economic behavior, which is based on the creative search for new opportunities, the ability to attract and use resources from a variety of sources in a competitive environment. In the practice of entrepreneurial activity, certain rules have developed on how best to act in a given situation in order to start and win in business. First of all, it is necessary to set clear and achievable goals, to produce what the consumer needs. The components of success are high quality products, excellent service, reliable and high-quality marketing. The commercial success of a company depends on the rate of return on investment through the sale of goods (services) for this, it is necessary to systematically study the market in order to know what similar goods are available and who sells them, through what channels and laws the sale is carried out, what are the conditions for after-sales services.

First of all, we note that the content of the project is reproduced during the manufacture of products. This means that, given the high quality of the project, this quality can be reproduced in products made on its basis. Well, if the project is of low quality, then the consumer will receive low-quality products in quantities directly proportional to the volume of production of these products, or on the basis of such a project it will be difficult to organize production, which will increase the cost of new products. Ultimately, the quality of the project determines the degree of customer satisfaction, and the level of production efficiency, and the efficiency of application or use of products.

In the second case, things are more complicated. The discrepancy is most often negative, that is, the actual quality is worse than the specified one. The question arises of what to do. The answer to it primarily depends on the characteristics of the product, the degree of deviation from a given level, technical, economic and organizational possibilities of eliminating deviations. If the degree of deviation is significant and the product cannot be realized, one of the typical tasks of quality management arises: the development and implementation of measures to eliminate the deviation, the search and elimination of the cause that caused such a deviation, that is, we are talking about making a decision, about making changes to the production process in order to eliminate such deviations in the future. At this moment, many actions in the mechanism of product quality management are determined, as well as the fate of the product itself. Unit 9 is switched on.

It is not by chance that this chapter found its place after the chapter on personnel training. At the beginning it was assumed that it would be the last in the monograph both in terms of the time of writing and the universality of coverage of all activities in terms of quality. However, in the process of work, the inextricable connection between the problems of spirituality and morality with the professional training and education of people who work today and will work in the future, in production, in trade, in any other areas related to the quality of products and services, was clearly revealed. It is on them that the degree of satisfaction of people's needs ultimately depends.

It is important for every manager, regardless of his specialization, to be able to understand quality control issues, to know the goals and practice of quality control. The sales director is interested in product quality because it affects sales. The finance director, in turn, understands that the position of the company in the money market largely depends on the reputation of the quality of its products. The administrator knows that ordinary employees under his command are not indifferent to the quality of the products and are proud of the quality of the products manufactured by their company. In production, quality control issues concern every worker and manager. The ability to ensure the release of products that meet quality standards is an indicator of the business qualities of the manager himself.

This is important in connection with the fact that the Decree of the Central Committee of the CPSU and the Council of Ministers of the USSR, adopted on July 12, 1979, was instructed to complete the USSR Gossnab mainly in 1980, together with the USSR ministries and councils of ministers of the Union republics, the transfer of production associations and enterprises to direct long-term economic ties. Their role in five-year planning will increase significantly. It is also important to analyze and find out how material resources are directly provided for jobs, teams, sections, workshops and others. production units... The quality, volume of production, the rhythm of production and, ultimately, the fulfillment of state planning targets largely depend on a well-organized supply.

Comprehensive standardization began to be applied in our country in the early 30s. However, the extensive development of theoretical and methodological foundations and the introduction of comprehensive standardization began after the adoption in 1965 of the Council of Ministers of the USSR No. 16 On improving work on standardization in the country. " standardization of raw materials, materials and semi-finished products, on which the quality, reliability and durability of finished products depend. " Attention was drawn to the need to analyze and take into account when drawing up current and future plans for standardization. possible connections in all existing and developed standards with a linkage of the timing of the work.

Distinguish between material (physical) and obsolescence of fixed assets. Material wear occurs during production and under the influence of natural forces. In the first case, wear is proportional to the volume of work and the degree of use of the means of labor (for example, mechanical wear of parts and components), and in the second, it depends on natural conditions (for example, corrosion of metals, weathering of stone materials, decay of wood, etc.) ... Moral wear and tear of the means of labor occurs regardless of the material, it does not change any natural properties of the means of labor and is caused by technical. progress,. As you know, the value of fixed assets is measured not by the amount of socially necessary labor that was spent on their production, but by those that must be spent at the existing level of productive forces. Therefore, with an increase in labor productivity, the value of fixed assets decreases without changing their use value. Obsolescence of tools also occurs when new, more perfect fixed assets appear. Their advantage over the old ones may consist in higher productivity, economical use of raw materials, improving product quality, reducing rejects, reducing waste, increasing wear resistance, reducing the cost of operation and repair, automation of control, etc. Widespread use in production of cheaper and more productive machines, requiring less labor input means that old machines are obsolete, depreciated. At the expense of depreciation deductions, only socially necessary depreciation is reimbursed. Irrational exploitation of means of labor, leading to their premature wear and tear, is not reflected in A.

Of practical interest is the experience of transferring the foundry of the Karl Marx Leningrad Machine-Building Association to self-financing. The foundry was transferred to full cost accounting on the basis of the second model from January 1. 1988 The gross income of the workshop is calculated based on the cost of products accepted by the Quality Control Department and delivered to the warehouse, that is, products of the required quality level. From the gross income, the shop pays for production assets and labor resources, then deductions are made to the association. As a result, the shop's self-supporting income is formed, from which the social development fund is formed according to the standard. The remainder of the self-supporting income is a unified wage fund for workers in the shop. Note that before this, the estimated income is adjusted for the amount of fines for poor product quality, violation of the terms of delivery of products. In this model of shop-keeping cost accounting, the size of the unified wage fund directly depends on the final results of work, the volume of products with lower production costs, established by the quality normative and technical documentation. Of course, the procedure for distributing the unified wage fund according to the forms and systems of wages, taking into account the labor contribution of each worker of the shop, brigade, site, is of great importance.

Strict adherence to technological and production discipline is essential in any industry. V modern conditions production of products, as a rule, is divided into a large number of operations, and the quality of the finished product ultimately depends on the quality of each of them. For example, a complex, high-performance machine may turn out to be unusable or unreliable in operation due to the fact that some small part was made in bad faith, with a deviation from the drawing.

In real economic activity, business entities use three types of operational solutions that regulate the current daily production and economic activities of enterprise divisions (these include operational planning of production, regular relationships with suppliers and consumers, product quality control, etc.). to making decisions in non-standard, but periodically repeating situations (setting prices, hiring and firing, etc.) adaptive, regulating changes in the structure of the organization and production technology in response to changes in the external environment. However, in the conditions of a market economy, the most important are adaptive solutions aimed at finding new technological and organizational innovations. The latter is connected not only with the problem of survival, but also with economic growth. Organizational changes should not be viewed as separate events, but as a process as a result of both internal and external influences. Paradoxically, it is a fact that the success of an enterprise depends on the ability of management to maintain stability in production and economic activities and at the same time be able to carry out changes. In order to be effective, as the American

Gigantism in retail trade has another consequence - the reduction of all the smaller manufacturers. The giants prefer to have a depot with a small number of large ones. suppliers. Small producers cannot provide goods in the right packaging, organize electronic

The current socio-economic realities have exacerbated the crisis in production management, and the development of a new competitive environment forced top management industrial enterprises re-focus on the efficiency and quality of the goods and services produced.
The problem of the quality of goods remains relevant. This problem is strategic in nature. The stability of the economy of our state depends on its resolution. After all, the real economy is the totality of the activities of economic entities for the production, distribution and use of the necessary products. Moreover, this product must meet the needs of the population, that is, have a use value. In turn, quality is the measure of use value.
Product quality- This is a set of consumer properties of a product that determine its suitability to meet current and future needs in accordance with its purpose.
However, quality is more a philosophical category than a deterministic concept expressed. The first mention of quality is found in Aristotle (III century BC). In this concept, he put the difference between subjects on the basis of "good-bad".
In Chinese manuscripts of the first millennium AD, the hieroglyph "quality" consisted of two elements: balance and money, which scholars identify as "upscale", "expensive", i.e. close to the concept of Aristotle. The German philosopher Hegel (XIX century) gave this concept a clear philosophical coloration: "Quality is, first of all, determinateness identical with being, so that something ceases to be what it is when it loses its quality."
In our "translation" from Hegel, quality must be understood as a property of a material object, as opposed to an immaterial one. Of course, one could expect a clearer definition of quality at the beginning of the 20th century, during the period of scientific understanding of the problems of product quality management. But it turned out to be not so simple.
According to international standard ISO 8402-94 "Quality is the set of characteristics of an object related to its ability to meet stated and implied needs." This is the last, official definition of quality. However, there is no doubt that in the future the concept of "quality" will be enriched and refined.
The Russian Academy of Quality Problems has formulated a conceptual definition of quality, according to which quality is one of the fundamental categories that determine the lifestyle, social and economic basis for the successful development of individuals and society. This formulation clearly defines the importance of quality improvement activities, but it is too capacious and does not give an idea of ​​the essence of this concept itself.
The famous American expert in the field of quality theory J. Juran drew attention to two different terms "quality". One is customer-centric quality. These are the properties that make people want to buy. At the same time, there is a quality that characterizes technical level manufacturing of products - defects and failures that necessitate alterations.
Thus, quality is a set of consumer properties of a product that determine its suitability to meet current and future needs in accordance with its purpose.
A product property, a group of properties and quality as a whole can be expressed in quantitative terms.

Product quality indicator

A quality indicator is a quantitative characteristic of one or several properties of a product included in its quality, considered in relation to certain conditions of its creation and operation or consumption.
Quality indicators are grouped according to the following characteristics (Fig. 1).

1. According to the number of characterized properties, quality indicators are single and complex.
A single quality indicator characterizes one of the properties that make up product quality. It can refer to both a unit of production and one simple property. For example, the strength of the shoe sole attachment and the acidity of the oil are isolated quality indicators.
If a quality indicator characterizes several properties of a product, it is called complex. It can characterize together several simple properties or one complex property consisting of several simple ones.
If a complex quality indicator characterizes the entire set of properties by which quality is assessed, then such an indicator is called generalized.
An integral indicator is a special case of a complex quality indicator - it is an indicator of product quality, which is the ratio of the total beneficial effect from the operation or consumption of products to the total costs of its acquisition and operation or consumption.
The integral quality index is calculated by the formula
I = E / (3C + 3E), (1)
where E is the total beneficial effect from the operation or consumption of products; Зс - total costs of purchasing products; Ze - the total cost of operating the product (maintenance, repairs and other running costs).
For example, the integral indicator of the quality of a motorcycle is characterized by the ratio of the mileage in kilometers for the service life before overhaul to the costs of development, manufacture, maintenance, repair and is expressed in kilometers of mileage per ruble of costs and the number of years.
2. Depending on the properties being characterized, the quality indicators are divided into:
... destination indicators;
... reliability indicators;
... ergonomic performance;
... aesthetic indicators;
... safety indicators;
... environmental performance;
... indicators of manufacturability;
... transportability indicators;
... indicators of standardization and unification;
... patent and legal indicators;
... economic indicators.
Thus, indicators of transportability, standardization and unification, as well as patent-legal and economic indicators are not indicators of quality, but have a significant impact on consumer properties. For example, the standard sizes of household appliances contribute to the ease of use and placement in apartments.
3. According to the way of expression, quality indicators can be dimensional and dimensionless.
Dimensional indicators are expressed in various units. For example, heat resistance (in degrees) is expressed in natural units, the capacity of dishes - in liters, the amount of heat - in joules. Dimensional indicators include percentages and points that assess taste, aesthetic properties, etc.
Relative quality indicators are considered dimensionless, which are defined as the ratio of the quality indicator of the evaluated product to the base indicator.
4. According to the method of determination, quality indicators are classified into indicators determined by organoleptic, measuring, registration, calculation, expert, sociological methods (Table 1).
Table 1. Quality control methods of goods

Method	Feature
1	2
Organoleptic	It is carried out on the basis of the analysis of the perception of the senses. For example, taste, smell, consistency etc.
Measuring	It is carried out using special equipment. Quality indicators are expressed in specific quantities (milliliters, grams, degrees, etc.). For instance, mass fraction salt in the product
Registration	It is carried out on the basis of observation. Defective products in the batch are determined during acceptance, storage and sale, during inventory of inventory items
Estimated	Used to define quality indicators
Expert	Based on the decision taken by the expert commission
Sociological	Based on the collection and analysis of opinions from a wide range of consumers of products by holding exhibitions, sales, tastings, buying conferences, distribution of questionnaires.

The organoleptic method is based on the use of information obtained with the help of the human senses (sight, smell, hearing, touch, taste). The organoleptic method is simple, always used first, often eliminates the need to use the measuring method as more expensive, and requires little time. In addition to affordability and simplicity, this method is indispensable for evaluating quality indicators such as smell and taste. Its disadvantages include subjectivity. Obviously, the accuracy and reliability of the values ​​of quality indicators determined by this method depend on the abilities, qualifications, skills and individual characteristics of the persons determining the quality indicators.
The measuring (laboratory, instrumental) method is based on information obtained when using technical measuring instruments (measuring instruments, reagents, etc.). Most quality indicators are determined by this method.
For example, product weight, shape and dimensions, mechanical and electrical stresses, engine speed, etc. The main advantage of the measuring method is its objectivity and accuracy. It allows you to get easily reproducible numerical values ​​of quality indicators, which are expressed in specific units: grams, liters, newtons, etc. The disadvantages of this method include the complexity and duration of some measurements, the need for special training of personnel, and the acquisition of complex, often expensive equipment.
The registration method is based on observing and counting the number of specific events, incidents, items or costs. This method determines, for example, the number of failures for a certain period of operation of the product, the cost of creating and (or) using products, the number of defective products in a batch. The disadvantage of this method is its laboriousness and, in some cases, the duration of the observations.
The calculation method is the receipt of information by calculation. Quality indicators are calculated using mathematical formulas for parameters found using other methods, for example, measuring.
The calculation method is often used to predict or determine the optimal (normative) values, for example, indicators of reliability, durability. It is very often used for indirect measurements. For example, by the value of the refractive index of glass, the coefficient of specular reflection is set, and by the hardness of steel - its strength.
The trial operation method is used, as a rule, to determine the indicators of reliability, environmental friendliness, and safety.
In the process of implementing this method, the interaction of a person with a product is studied in the specific conditions of its operation or consumption, which is of great importance, since measuring methods do not always fully reproduce the real operating conditions of the product. The advantage of this method is the high accuracy and reliability of the values ​​of quality indicators, and the disadvantage is the duration and high costs, in some cases, the difficulty of selecting a team of subjects.
The expert method for determining quality indicators is based on taking into account the opinions of expert experts. For example, decisions of various councils, conferences, meetings, commissions, as well as examiners in assessing student knowledge, etc. The results of the peer review have elements of uncertainty and unreasonableness. The reliability of the assessment results depends on the competence and qualifications of the experts.
The sociological method is based on the collection and analysis of consumer opinions. To obtain reliable results, a scientifically grounded consumer survey system is required, as well as the use of mathematical statistics methods for collecting and processing information. Sociological methods are widely used at the stage of marketing research in the study of demand.
The statistical method is a method in which the values ​​of product quality indicators are determined using the methods of probability theory and mathematical statistics. The scope of statistical methods is extremely wide and covers the entire life cycle of a product (design, production, use, etc.). Statistical methods are used in quality systems, product certification and quality systems. Methods of mathematical statistics make it possible to assess the quality of products with a given probability. Statistical methods help to reduce the time spent on control operations and increase the effectiveness of control.
The application of this or that method depends on the goals, objectives and conditions for assessing the values ​​of quality indicators. Results must be substantiated and reproducible by data or other acceptable method. In addition, the chosen method should ensure the assessment of quality indicators with the required accuracy and completeness at all stages of the product life cycle.
5. According to the application for assessing the level of quality, quality indicators are basic, relative, defining, regulated, nominal, limiting, optimal and allowed.
As noted, basic quality indicators are taken as the basis for a comparative assessment of product quality.
The following can be taken as basic values: the values ​​of the quality indicators of the best domestic and foreign samples, for which there is reliable data on their quality; the values ​​of quality indicators achieved in a certain previous period of time or the planned values ​​of indicators of promising samples, found by measuring or calculation methods; the values ​​of quality indicators that are specified in the requirements for products.
As production develops and requirements change, the base values ​​of quality indicators should be replaced by more promising ones that meet modern needs.
The ratio of the quality indicator of the evaluated product to the corresponding basic indicator characterizes the relative indicator of the quality of the product. It can be expressed as a percentage or it can be dimensionless. For positive indicators, i.e. with an increase in which the quality of the product improves (for example, the strength of glass), when calculating the relative indicator of quality (K0), the base indicator is put in the denominator
K0 = Kj / KB, (2)
where Kj is the value of the quality indicator of the evaluated product; KB is the value of the base quality indicator. For negative quality indicators, with an increase in which the product quality decreases (for example, the content of harmful impurities), the base indicator is put in the numerator
Ko = KB / K., (3)
The indicator of the quality of a product, by which a decision is made to assess its consumer properties and quality, is called defining. For example, the defining quality indicators are the dust-collecting capacity of the vacuum cleaner, the power of the car engine, and the temperature of the freezer compartment of the refrigerator.
The regulated values ​​of the quality indicator determine the value of the product quality indicator established by the regulatory documents.
The nominal value of the quality indicator is such a regulated value of the quality indicator, from which the permissible deviation is calculated. The nominal values ​​of the quality indicators are given in the standards and in other normative documents, in the technical conditions, on the drawings, as well as in the reference literature.
The limiting value of the quality indicator determines the highest or the lowest regulated value of the quality indicator.
Limit values ​​of quality indicators are given in regulatory documents and are used in product quality control.
The optimal value of the quality indicator is such a value at which either the greatest effect from the operation or consumption of products is achieved at a given cost for its creation and operation or consumption, or a given effect at the lowest cost, or the greatest ratio of effect to costs.
If the value of the quality indicator changes within the limits established by the regulatory documents, then such a value of the quality indicator will be called acceptable.
6. According to the stage of determination, quality indicators are divided into predicted, design, production and operational.
The predicted quality indicators are assessed for the future. For this purpose, the possible values ​​of quality indicators for the future are determined based on the analysis of quality data, i.e. with a certain degree of probability, they evaluate the requirements of potential consumers and the assumed values ​​of the quality indicators of goods that can satisfy these requirements.
Design indicators of quality are laid down at the stage of direct product development. The class and type of product, operating conditions are determined here. The current requirements of consumers are evaluated, the best basic samples are selected. The optimal value of quality indicators is revealed.
Production indicators are assessed at all technological stages of product manufacturing.
The performance indicators of quality can be assessed in the process of direct use of the product, for example, the vibration level during the operation of the refrigerator. These indicators are often used in assessing quality, in determining the total beneficial effect of operation, etc.
Of great importance for a comprehensive assessment of the quality of complex products is the choice of the quality standard (the quality coefficient of V.A.Trapeznikov).
In order to apply the Trapeznikov exponent to calculate the quality score, it is necessary to calculate the quality coefficients K. for each parameter, and then obtain a generalized estimate using the formula


As integrated indicators qualities are also used gradation, class and grade.
Grade, class, grade is a category or grade assigned to various quality requirements for products, processes or systems that have the same functional application(GOST R ISO 9000-2001).
Grade, class, variety reflect the intended or established difference in quality requirements, which in turn establish the relationship between functional use and costs. Below are the possible results of comparing actual and basic quality indicators - gradations and quality classes (Fig. 2).

Rice. 2. Possible results of comparison of actual and baseline quality indicators
To make a final decision on the gradation of product quality, it is necessary to compare the actual and base values ​​for the entire range of selected indicators.
A product is recognized as a standard product that meets the established requirements for all selected indicators. If at least one of the determined indicators reveals a discrepancy, the product cannot be assigned a standard gradation, but only a reduced one - non-standard or defective.
A non-standard product is a product that does not meet the established requirements for one or a set of indicators, but this discrepancy is not critical (dangerous). For example, if the moisture content of bread is higher than the established norm, it refers to non-standard.
Defect - a product with identified removable or irreparable inconsistencies in one or a set of indicators.
Distinguish between disposable and irreparable defects. After elimination of inconsistencies, the gradation of the goods can be changed. If the elimination of the marriage contributed to the improvement of all indicators to the established rate, the product is recognized as standard. For example, sorting a batch of fresh fruits and vegetables with the rejection of defective copies leads to the formation of a new batch of standard products.
Sometimes the elimination of a discrepancy in one indicator causes a discrepancy in another indicator, although the new effect is less significant. For example, the removal of a small part of decayed tissue from apples (marriage) leads to the fact that the products will be similar to non-standard ones due to inconsistencies in the shape and condition of the surface, as well as the presence of mechanical damage. Products with corrected non-conformities can be used, but for a different purpose. So, bread, deformed, contaminated, burnt, refers to a sanitary marriage and can be sent for industrial processing or for livestock feed.
Waste is a type of defect with fatal significant or critical defects. With significant inconsistencies with the established requirements, they are classified as liquid (for example, bones or skin of meats, an oxidized surface layer of fat in butter), and with critical ones, as illiquid (for example, goods with biodeterioration, decayed, damaged by rodents).
As a result of identifying compliance or non-compliance with the established requirements, all products for their intended purpose can be subdivided into three grades of quality.
The first gradation includes goods suitable for use for their intended purpose. This gradation is represented by standard products that are subject to sale without any restrictions.
The second gradation is goods conditionally suitable for their intended use. Belonging to this gradation is determined by the gradation of non-standard goods or rejects with removable defects. Conditionally suitable goods can be sold at reduced prices or sent for industrial processing or for livestock feed. When they are implemented, the consumer must be provided with reliable information about the reasons for the decrease in quality.
The third gradation is dangerous goods unsuitable for their intended use. This gradation includes illiquid waste that is not subject to sale, as well as supply for industrial and feed purposes. They must be destroyed or disposed of properly.
In the wholesale and retail prevail consumer goods first grade. Goods of the second and third grades must be identified in a timely manner during the acceptance and current assessment of quality and must not be allowed for sale.
Standard products are classified into the following quality categories: varieties, quality and complexity classes, numbers and brands. The most common varieties are.

Product range

One of the important tasks of quality assessment is to establish the categories of standard products that are represented by varieties. As already noted, a variety is a category of product quality of one name, but differs from another category in terms of indicators. The set of varieties related to the product of the same name is called an assortment. Distinguish between natural and commercial assortments.
Natural assortment - a set of varieties of products of the same name, differing in characteristic anatomical and morphological features. For example, the natural assortment of apples includes more than 200 varieties that differ in shape, color, and other indicators. Each natural variety has its own name: Jonathan, White filling. Natural assortment is typical for food products vegetable origin... For products of animal origin, other terms are used instead of the term “grade”: for cattle - “breeds”, for poultry - “crosses”.
Non-food products are not divided into natural varieties, since they are complex and multi-stage production. At the same time, the initial properties of natural raw materials change significantly. The exception is furs of different breeds (astrakhan fur, mink, etc.).
A commodity assortment is a collection of commodity varieties that differ in the values ​​of the regulated regulatory documents quality indicators.
In contrast to natural names, commercial varieties are usually depersonalized. Basically there are the highest, 1st, 2nd and 3rd commercial grades. Sometimes an extra variety is distinguished.
Sorts of some goods are additionally or instead assigned special names. For example, long tea is subdivided into the following commercial varieties: bouquet, extra, superior, 1st, 2nd and 3rd. The varieties of rye flour - wallpaper, peeled and seeded - were assigned in accordance with the used grinds of the same names.
When harmonizing Russian standards with the European term "variety" began to be replaced by "quality class" (for example, in the standards for fresh vegetables). However, in essence, there is no difference between the commercial grade and the quality class.
The formation of a commercial grade is influenced by various factors: raw materials, technologies, conditions and shelf life. Depending on the predominance of one of the factors or their complex impact on the values ​​of indicators that determine the commercial grade, there are
raw materials, technological and complex principles of assortment division.
The raw material principle is based on the fact that differences in the values ​​of quality indicators of commercial varieties are due to the characteristics of raw materials. This principle is the basis for the division into varieties of coffee, meat, sausages, pasta.
With the technological principle, the differences between varieties are due to technological processes... According to this principle, varieties of flour, cereals, starch are subdivided.
According to the integrated principle, the formation of differences between varieties is due to a number of factors: raw materials, technology, conditions and shelf life. For example, the type of tea depends on the quality of the raw tea. The younger the harvested tea shoots, the shorter its length, the higher the quality of the raw materials. However, in order to obtain tea of ​​the highest grades, it is also necessary to strictly observe the technological regime of individual operations - twisting, fermentation, etc. The longer the tea is stored, the higher the storage temperature and the more oxygen available, the faster aging occurs. For a year of storage at room temperature, Georgian tea of ​​the highest grade acquires the organoleptic properties inherent in the 2nd grade, as a result of which a re-grade appears.
Re-grading is one of the most common methods of high-quality falsification. Depending on the causes of its occurrence, it can be objective and subjective. The re-grading that occurs during storage does not depend on the employees of the enterprise and is objective. With raw materials and technological principles, when the grade is fully formed at the production stage, re-grading is subjective and is explained either by abuse or violations of production technology, including poor quality acceptance control of raw materials.

The task of assessing the quality of goods is also to identify inconsistencies or defects.

Inconsistency- failure to comply with the requirements of GOST R ISO 9000-2001. Defects are one of the types of inconsistencies.

Defect- non-fulfillment of the requirement related to the intended or established use of GOST R ISO 9000-2001.

These two concepts have common feature- failure to comply with requirements. The difference is that when defects are detected, legal liability arises if, due to their presence, the consumer cannot fully or partially use the defective product for its intended purpose. For example, canned food with such a defect as microbiological bombing cannot be used for food due to non-fulfillment of microbiological safety requirements, and canned food in metal cans with rust, but without loss of tightness, cannot be stored for a long time.

Another type of mismatch can be considered a lack of goods. This term is regulated by the Law of the Russian Federation "On Protection of Consumer Rights".

“Lack of a product (work, service) is a non-compliance of a product (work, service) with the mandatory requirements provided for by the law, or the procedure established by it, or the terms of the contract, or the purposes for which the product (work, service) of this kind is usually used, or purposes, about which the seller (performer) was notified by the consumer when concluding the contract, or the sample and / or description when selling the goods according to the sample. "

In the standards and commodity literature, old terms are still used alongside and / or instead of: vices and diseases. For example, vices and diseases of bread, vices of dishes, shoes.

Defects are subdivided according to several criteria: the degree of significance, the availability of methods and means for their detection or elimination of the degree of harm caused, and the place of detection. According to the degree of significance, criteria are distinguished critical, significant and insignificant.

The probability of occurrence of defects on different stages the technological cycle of commodity circulation requires the implementation of traceability of goods, as well as actions to prevent and eliminate defects. In GOST R ISO 9000-2001 “Quality management systems. Fundamentals and vocabulary ”defines such actions and shows the relationship.

Preventive action is an action taken to eliminate the cause of a potential nonconformity or other potentially undesirable situation. An example of preventive actions can be operational quality control during the production of products, commodity control over the conditions and shelf life, providing information to the consumer about the rules for the operation of goods.

Corrective action is an action taken to eliminate the cause of a detected nonconformity or other undesirable situation. In contrast to preventive actions, corrective actions are aimed at preventing the reoccurrence of a nonconformity if it is found.

Correction is an action taken to eliminate a detected nonconformity. Corrections can include rework and gradation reduction. Conversion is an action taken in relation to a nonconforming product to bring it into conformity with requirements that differ from the original. A type of alteration is repair. Repair is the action taken on a nonconforming product to make it acceptable for its intended use. Grading reduction - Changing the grading of nonconforming products to meet requirements other than the original.

Disposal of Nonconforming Product - Actions taken with respect to nonconforming product to prevent its original intended use.

Non-conforming products do not include goods that have been authorized to deviate or deviate from. Permission to deviate - permission to use or release products that do not meet the established requirements. Permission to derogation - permission to use and release a product with deviations from the original established requirements for the product prior to its manufacture.