Methods of Quality Menegment, 2024, February

N.R. Varfolomeeva

ISO 10001:2018 INTERNATIONAL STANDARD: ETHICS CODE FOR CUSTOMERS INTERACTION

From the viewpoint of the ISO 9001 standard, ensuring a high degree of customer satisfaction is the main objective of the QMS of any organization. One of the tools for achieving this objective is the ethics code of conduct to customer satisfaction. Typically, thees codes contain obligations and associated provisions covering issues such as the delivery of products and services, product returns, handling of customer personal information, advertising and provisions relating to specific characteristics of products and services. Activities with theese ethical codes is regulate by the ISO 10001:2018 supporting standard.

Keywords: ISO 10001:2018, ethics code, customer satisfaction, interested parties, complaints management.

M.I. Rozno

CONSUMER COST ESTIMATION: LET’S COUNT THE MONEY!

It is generally believed that the main troubles of Russia are fools and roads. But it seems to me that the trouble is one and quite another — we do not know how to keep money. Even our own money — that’s how we were brought up, so used to it. We are guided by emotions. But after all, everything we do leads to some costs and some benefits. However, many benefits or costs come tomorrow, after what we have done today. And in the vast majority of cases, as the author’s experience shows, we do not want or do not know how to evaluate them, especially if these tomorrow’s» losses and costs relate not to us, but to the consumers of our products.

Keywords: consumer losses, consumer costs, consumer cost calculation, cost model.

B. Bancroft

HOW TO CREATE THE APPROVED SUPPLIER LIST: SEVEN SIMPLE STEPS

The Approved Supplier List (ASL) is one of the most important components of the supplier management system. It is a documented form of internal accounting of all suppliers who have passed the appropriate assessment by the consumer company, as well as those purchased products and services for which the supplier has been assigned the appropriate qualification. However, creating an ASL is some more difficult than simple Googling some potential suppliers and adding them to a spreadsheet. The process of including suppliers in ASL is associated with certain procedures and is an algorithm described in this article.

Keywords: approved supplier, requirements for supplier, risk assessment, quality agreement, audit.

S.V. Yurchenko

RELATIONSHIP MANAGEMENT IN THE «CUSTOMER — MANUFACTURER — SUPPLIER» CHAIN. PART 1. PROGRESS PLAN AND INTERACTION PROGRAMME

Effective interaction with consumers and suppliers is one of the key factors ensuring productivity growth, improving the quality of manufactured products, including by reducing the level of defects, and increasing the competitiveness of the manufacturing company as the result. This publication presents the tools for managing relationships in the «Customer — Manufacturer — Supplier» chain, developed and applied at the BSW Management Company OJSC (Republic of Belarus). The second part of the article describes the content of the supplier’s «Progress Plan» and its main clause — the «Interaction Programme».

Keywords: relationship management, progress plan, interaction programme, effectiveness of goals achieving, supplier status.

V.V. Shashkov, M.I. Rozno, G.A. Tyuleneva

NEW AIAG REFERENCE MANUALS: «ADVANCED PRODUCT QUALITY PLANNING» (APQP) AND «CONTROL PLAN»

In March 2024, new AIAG reference manuals are expected to be released. There are the 3rd edition of the Advanced Product Quality Planning (APQP) manual and the 1st edition of the Control Plan manual. Now these will be two separate documents that will replace the previous version of APQP, which included the Control Plan. There are no contradictions between the 2nd edition of the APQP and the new manuals. However, the significant improvements contained in the new AIAG reference manuals should not be overlooked. The proposed article provides a brief overview of such improvements

Keywords: APQP, control plan, quality improvement, risk assessment, IATF 16949.

V.Yu. Smelov, V.L. Shper, E.I. Khunuzidi, E.A. Akhmetova, Ya.G. Oleksenko

TWO METHODS FOR PROCESSES QUALITY ASSESSMENT AND THE IMPACT OF THE MEASUREMENT SYSTEMS VARIABILITY ON THEM. PART 2

For each group of people, the concept of quality is different. It is even more difficult to assess this quality and, moreover, to quantify it. But under certain conditions, it is still possible for individual cases. However, not every assessment is useful, sometimes it is even harmful, and its results can lead to erroneous management decisions. The second part of the article is devoted to a comparison of quality cost estimates within the framework of the tolerance approach and the Taguchi method, taking into account the influence of the variability of measurement systems. The practical consideration of all the issues discussed was carried out taking into account the real data of a particular production.

Keywords: quality assessment, tolerances, reproducibility indices, measurement system, quality loss function.

A.Yu. Rogatkin

ISO 9001 STANDARD REVISION: DEVELOPERS POSITION AND USERS INTERESTS. PART 3

At the meeting of ISO/TC 176 «Quality management and quality assurance», held in October 2023 in Kigali (Rwanda), the procedure for ISO 9001 international standard revising was launched. In previous publications, we discussed the position of the developers of its new version in the context of user interests, as well as the advisability of including new concepts and the four UN SDGs in this standard. The third and final part of the article is devoted to assessing the likelihood of structural changes and the need for editorial changes related to specific provisions of this standard. To make their subsequent consideration more constructive, at the end of this issue they are presented in tabular form, recommended by the international technical committee ISO/TC 176.

Keywords: ISO 9001 revising, editorial changes, economic effect, PDCA cycle, risks and opportunities, applicability of requirements.

V.A. Kachalov

ISO 9001:2015 REQUIREMENTS FOR PERSONNEL TRAINING: ESSENCE AND IMPLEMENTATION. PART 1

This article deals with the interpretation and implementation of the requirements of paragraph 7.2 of ISO 9001:2015 standard in relation to one of the components of employee competence — their level of training. The need to put the dot over the i in this matter is caused by the use of different approaches in certified organizations to establish requirements, conduct and confirm that the relevant persons have the necessary training. The first part sets out the author’s position and argumentation in support of the objectivity of this problem.

Keywords: ISO 9001:2015, self-training of personnel, GOST R ISO 9001-2015, job description