Methods of Quality Menegment, 2022, February

L. Skripko

Economic aspects of qualitative management: basic concepts

After a peak in the early 2000s interest in issues related to the economic aspects of quality management is steadily declining. If 15—20 years ago, almost 70% of enterprises that implemented QMS were engaged in quality cost management, then at present these issues are of interest to no more than 5% of organizations. What is the reason for this negative trend? What are effectiveness and efficiency as quality improvement indicators? Why is the management of financial resources necessary within the QMS? And how to properly apply economic methods to create added value?

Keys words: quality, quality cost management, effectiveness, efficiency, value

T. Conti

Planning for competitive customer value. Part 1

Customer value is a complex construction of satisfaction and dissatisfaction with specific product qualities related to their significance for certain users. However, customers rarely act strictly rationally, decomposing their perception of quality into separate components and combining them into a single value judgment. It is the manufacturer’s task to reveal those characteristics of the product that are associated with explicit and implicit expectations of target users. The purpose of this article is to illustrate a competitive customer value planning approach that has proved to be effective in practice.

Keywords: customer value, product qualities, satisfaction, fitness for purpose, quality management.

ISO 10014:2021 standard: structured approach to achieving financial and economic benefits

The ISO 10014:2021 international standard, being supportive to ISO 9001:2015 and ISO 9004:2018, contains the guidance for organizations to achieve the financial and economic benefits of quality management. One of its key differences from the previous version is a structured approach to the analysis and improvement of technological and business processes. The proposed material contains a brief overview of the algorithm for implementing this approach, based on the PDCA cycle and the principles of quality management, using a set of indicators tested in economic and managerial practice.

Keywords: ISO 10014:2021, quality management principles, top management, process owners, performance metrics.

V. Kachalov

ISO 9001:2015 requirements for knowledge management: experience and recommendations. Part 5

At the beginning of the series of articles, a number of problems faced by organizations in implementing the requirements of clause 7.1.6 of ISO 9001:2015 were identified [1]: the provisions are formulated vaguely, there are no specific instructions on how to collect new knowledge, how to manage it, how to maintain, protect, there are no requirements for documentation of knowledge management mechanisms. Below are the views of experts on these questions, set out in the analyzed sources, as well as the author’s recommendations.

Keywords: knowledge management, documenting information, ISO 9001:2015.

M. Kovalev

Internal audit as a tool for improving the effectiveness and efficiency of business processes

Currently, many companies are being certified according to ISO standards. After receiving the certificate, the company must regularly monitor the business processes of the management system by conducting an internal audit. The development of business processes depends on its efficiency. The methodology of internal audit described in the article with the use of value stream maps makes it possible to make the audit more effective, demonstrates areas for optimizing losses in the business process, helps to solve the problem of non-compliance of regulatory documents with the real business processes of the company.

Keywords: effectiveness, efficiency, business process, internal audit, value stream mapping, lean production, business process losses,
management system.

V. Shper

Quality tools and something more! Part 7. Shewhart control charts (continued)

The article explains the procedure to construct the chart for averages and ranges, and some additional rules for chart interpretation. It is explained how the phase I stage duration should be chosen. As it was made in the previous papers, all procedures are described by using real process examples with the details of making this in Excel.

Keywords: Shewhart control chart, Walter Shewhart, constructing of – R chart, interpretation of control charts.

A. Glichev

Product quality efficiency research

This issue devoted to the economic aspects of quality is completed by the article by Alexander V. Glichev, the guru of the Russian scientific and practical school, one of the founders of Qualimetry. The proposed paper serves as a brilliant example of the analysis of comparative technical and economic efficiency at the planning stage of a complex high-tech product. Being prepared in the 2000s, it reflects the specifics of modern reality and can serve as a methodological guide in the field of quality management, project management, to justify investment decisions, as well as decisions on putting into production and implementation the new technics

Keywords: product quality, efficiency, evaluation, results analysis, research