In order to improve customer satisfaction, GOST R 9001-2008 involves the introduction of the process approach in the creation and improvement in the organization of the quality management system.This means that the functionality must be developed for each activity, establishes the procedure for interaction and management organized.That is, for companies producing goods (goods and services) need to develop a functionality that covers the entire vertical structure of the organization to ensure effective product quality control.All employees, affecting the quality of products, need to understand their role and be motivated by the constant and continuous quality improvement.This applies to business leaders, top managers, line managers, working the main and auxiliary professions.
introduction of the process approach ensures the continuity of management, when the outputs of some processes are inputs into other processes.Quantitative evaluation of the inputs and outputs will eliminate the errors that are typically found at the junction of the activities of the two services, and due to inefficient and improper interactions lead to the formation of marriage, that is, non-conforming products.Comprehensive quality management system helps to improve the interaction with the process of the sales staff, service quality, logistics, service logistics, service technical service, a service dedicated to the development and launch of new products, and others.As a result, senior management get a clear picture of the number of issued nonconforming product and the reasons why there was an increase in the cost of quality.
How effective control of product quality can be estimated on the size and trends of the cost of quality, as well as customer satisfaction.These are the main indicators monitored to identify weaknesses in the QMS.Each batch of nonconforming product is characterized by the specific deviations from the established requirements.The reasons may be of poor quality raw material, failure to comply with regulatory standards, human error (such as a mixture of appropriate and inappropriate product), improper storage products and more.The degree of customer satisfaction can be determined by the number of claims, the value of the costs associated with rework.
Development and implementation of the process approach are relevant to organizations of various forms of ownership and different orientation.This can be quality control of construction products, chemical products, educational or medical services and so on.Also, for any processes of different enterprises can be applied cycle PDCA, in which developed from the objectives and processes (including process maps) the organization goes to the implementation process, and then to the constant control and monitoring of processes and products, and actions to improve processes and product quality.
If you consider this key product quality management, the aim of formulating a production that meets the specific requirements of consumers, it is necessary to develop the process which will be described in the map of the second level, and to identify the personnel involved in the measurement process and products.Analysis of the data of continuous monitoring and measurement and identification of the causes of low customer satisfaction due to the release of non-conforming products, will allow informed decisions to reduce marriage to certain indicators, and to outline the next target of reducing the cost of quality by reducing non-conforming products and plan to increase the degree ofcustomer satisfaction.
introduction of functional, aimed at product quality control within the business process of the organization, will increase the satisfaction of not only external customers to whom the products or services, but also domestic consumers, that is, employees of the organization.Because of their awareness of the constant and continuous improvement as a result of their work will be further motivated to achieve new goals.
