1. The main objective of studying of discipline of "Quality management system" and a task solved in the course of studying

The purpose of studying of discipline of "Quality management system" consists in acquisition by students of knowledge for development, creation and introduction of quality management system at the enterprises

Problems of teaching discipline is: to give to bachelors an idea: about quality management system, about basic elements of quality management system, about a configuration of system, about development prospects, about elements of management; to give to bachelors of knowledge: about elements of quality management system, about opportunities of management of them, about the principles of quality management, about requirements imposed to systems; to give to bachelors ability: about that how to make production assessment, the analysis of the existing quality systems, to develop quality management system, about development and decision-making at introduction of quality management system; to give the chance to bachelors to gain practical skills: in an assessment of quality of production; in an assessment of the existing quality system; in creation of elements of quality management system; in management of the processes influencing quality.

2 Essence of quality as object of management

2.1 Concept of quality

Getting this or that thing, we, estimating its quality, ­we reflect: whether it meets our expectations?

By consumers quality is understood as appearance, ­good quality, reliability, profitability. The beautiful thing pleases, gives esthetic pleasure. And if it is made soundly, saves our means.

But how to define, this or that thing, whether it be the motor or an alarm clock, the difficult machine or the car, clothes or footwear is how good? Criterion of quality of production is compliance to its established requirements (normative or technical documentation, the contract, the buyer) and suitability for ­ intended use.

The state standard specification 15467 interstate standard as follows treats the term "quality of production" - set of the properties of production causing its suitability to satisfy certain requirements according to its appointment. This standard definition leans on the technical and economic nature of formation of quality of production and covers those ­properties of production which are connected with possibility of satisfaction of certain public or personal needs.

According to the terminology given in the ISO 9000:2005 international standard, quality is degree with which set of own characteristics fulfills requirements.

Both of these terms focus producers on creation and production of production with such combination and level of properties which allow to satisfy certain requirements as societies in general, and certain consumers and serve ­as the prerequisite for the organization of works on improvement of quality.

Thus, quality begins with satisfaction ­of needs of the customer or the consumer, suitability of production to operation (reliability of work, maintainability, etc.), about (speed and system effectiveness of service, including secret).

It is often possible to hear also other definitions of the term "quality" treated from the philosophical point of view:

- quality is a satisfaction of the client with service;

- quality is when low-quality goods come back to shop the buyer;

- quality is when by production and uses of products the minimum of energy and materials when they for the benefit of happiness and health of those who uses them who drives them, and also those who gets rid of them, without causing thus is consumed harm to environment;

- quality is the process conducting to progress.

By expert estimates, 30% from the general criteria are the share of quality and only 18% - on the product price, the 20th delivery time, 18% - on popularity of firm and 14% - on quality of production.

In the developing market relations quality of production is the main indicator of its competitiveness, under quality the trademark of the enterprise is associated; loss of quality threatens with loss of buyers and leaving from the market. At bi of low-quality production the enterprise sustains the real loss connected with the marriage correction guaranteed themes non-productive costs, such as add control, alteration, costs of raw materials and materials, etc.

Being the important tool in fight for sales markets, quality provides competitiveness of goods.

Competitiveness is the property of object estimated by the consumer to surpass at present on qualitative and to characteristics analogs in a concrete segment of the market.

At rather saturated market competitive production has to meet the main requirements: to be to the necessary consumer, to arrange it on quality and the price. Quality, in turn, considerably will define a local assessment of production which depends on set of the properties of production which are formed at its development, ­ production, storage and consumption.

These properties also determine the product price. For measurement of competitiveness it is enough ­to estimate quality and the price of a product, and then to compare them to similar values at rival products.

Today thanks to new technologies in production and life the unique equipment is applied. At the same time increase ­of complexity of production leaves a mark on requirements to its ­quality, and the related problems become more and more sharp and difficult. For such production failure of one element can lead to violation of a working hours of all system or process. In production similar malfunctions are interfaced to economic losses because of release of the rejected production and even to a possible stop of production.

Idea of quality constantly changes. Quality, ­satisfying the consumer a year ago, can not answer it any more to requirements in the current year. At each step of development of society requirements to quality increase. Earlier quality was associated only with lack of defects, speak about quality in more now broad understanding also connect with it such categories, as ­profitability, the measured indicators of spiritual value and increase qualities of life.

For example, the Japanese concept of quality provides ­four levels of quality representation about which is constantly transformed from 50th years of the XX century to the present.

2.2 The first level - "compliance to the standard". Quality of production is estimated as conforming or inappropriate ­to requirements of the standard. It is necessary to find out requirements, to approve standards and procedures of quality check of production. A shortcoming is need of carrying out obligatory quality control and absence of the accounting of requirements of the consumer (market).

The second level - "compliance to use". Production has to not only conform to the standard, but also meet operational requirements. Then it will be in demand in the market. To correspond to all options ­of use of production, have to care of its quality not only researches and development, planning, quality control of sale and service. Methods of the analysis of the market and interfunctional management were mastered in Japan in the late sixties by t - the beginning of the 70th years when there was an original consumer revolution.

The third level - "compliance to the actual requirements of the market". In an ideal it means high quality at low price in the Only way of achievement of it production is faultless. Quality of production is created not by inspection to a quality or the high-quality equipment, and rather constant aspiration to improvement of quality from the part of workers taken in the course of production.

The fourth level - "compliance hidden (to unevident requirements". In the rich countries, such as Great Britain the USA, Japan and others, the market is flooded with production which differs on a level of quality a little and meets all obvious, obvious requirements of the buyer. Therefore advantage at sale is got by production considering the hidden requirements. The consumer does not suspect that he wants. And only when suggested to buy it something original, unexpected, he will understand what exactly it is pleasant to it and approaches. The prospering firms around the world are now halfway to achievement of this level Quality as the most priority indicator of competitiveness is an important factor of steady growth domestic economy and its integration into the world market. Only at achievement of a high level of quality Kazakhstan will be able to carry out the strategic task - to get into the world community not into the role of a raw appendage, and as harmoniously developed, advanced country with high technological level.

Today quality is an economic success of the enterprise; means, wellbeing of his workers, shareholders, the owner and for society - healthy economy, defense capability, ecological wellbeing, a worthy place in the world community.

3. Quality as object of management

Quality management is the establishment, providing and maintenance of a necessary level of quality of production at its development, production, the address, operation and consumption which are carried out by systematic quality control and purposeful impact on conditions and factors, influencing it (State standard specification 15467).

To operate quality - to mean to carry out the economic, organizational, technical and other actions aimed at quality providing production at all stages of life cycle of goods (introduction, growth, a maturity, demand maintenance).

In modern understanding activities for quality management cannot be effective after production is already made; it has to be carried out continuously during production, and also precede the process of production.

Quality management is based on the following principles:

focus - it is necessary to have the accurate purpose in the quality relation;

planned character - is planned set of actions in the field of quality which are subject to implementation;

continuity;

intensity - improvement of quality belongs to intensive factors of development of economy;

system approach;

complexity - the solution of problems of quality taking into account all aspects on which it depends;

optimality - aspiration to exact compliance of quality to inquiries of consumers;

continuous improvement - promotes competitiveness of the enterprise.

Quality management of production - a production management component in general, one of its properties, functions. Therefore it develops and carried out within the operating control system and consists in development of policy in the field of quality, to accurate and well organized work on detection of demand, creation, production and service of production. This branch of science according to the general theory of management operates with concepts "system", "Wednesday", "program", etc.

Quality except major factors and conditions of production is influenced by many random, local and subjective factors. To influence all these factors, to support an appropriate level of quality, the control system, that is set of measures of continuous impact on process of creation of a product is necessary.

Distinguish the operating and operated systems. The operated system is presented by various levels of management of the organization, firm, other structures; the managing director - creates and provides quality management.

Let's consider the main categories of product quality control.

The control system of quality of production relies on the following interconnected categories: object, subject, purpose, methods, means, functions, character of the administrative relations, etc.

Object of management - quality of production, set of its properties or their some part, group, separate property. It is necessary for the effective organization of product quality control that not only the object of management was allocated, but also other categories allowing to realize and organize better all process are accurately defined.

The subject of management - the operating bodies of all steps and persons urged to provide achievement and maintenance of the planned production level of quality.

The purpose of management - a certain level and a condition of quality of production taking into account economic interests of the producer and consumer, and also safety requirements and environmental friendliness; set of properties and a level of quality which should be set, reached and provided that they corresponded to nature of requirement and thus provided production efficiency and consumption, availability of the price to the consumer, normal prime cost and sufficient profitability of production.

Methods of management of quality - ways with which governing bodies influence production, providing achievement and maintenance of the planned state and quality of production.

Methods of management of quality can be divided into four groups: organizational, social and psychological, economic, organizational and technological.

Organizational methods - set of the methods promoting such organization of the operated subsystem which will provide the demanded quality. Carry to this group of methods administrative (orders, directives, resolutions, instructions, orders), disciplinary, providing motivation (establishment of responsibility and forms of encouragement), stabilizing, based on all-organizational and linearly - a functional regulation on the basis of norms, standards, explanations, consultations, introduction, cautions.

Social and psychological methods - set of ways of impact on spiritual interests of workers, formation of their motivations connected with ensuring the corresponding quality. Treat such methods: education and promotion of devotion to the enterprise, respect for itself as to the employee of this enterprise, pride of its achievements, forms of moral incentive.

Economic methods of management of quality - the ways of influence based on application of economic incentives and creation of a material interest in achievement of the set purpose in quality area. Also include in group of economic methods: financing of activity in the field of quality management; economic incentives of production, granting to consumers production and the services conforming to their requirements; planning of creation of the new and modernized types of production and services; pricing on production and services taking into account their level of quality; formation of funds of economic incentives of quality; use of system of compensation and material encouragement taking into account its quality on each workplace of a production system and a control system of quality in general; use of economic measures of impact on suppliers depending on quality of the services delivered by them to production and rendered.

Organizational and technological methods are subdivided into methods of quality control of process and production and methods of regulation of quality of process and production. The main place in organizational and technological methods is taken by systematic methods of management of quality.

Control facilities quality include:

office equipment, means of communication which use the governing bodies and faces operating performance of special functions in control systems of quality;

bank of the standard documentation regulating indicators of quality of production and organizing performance of special functions on quality management;

the metrological means including the state standards, measuring instruments;

the regulating documents of the state system of ensuring unity of measurements (GSI);

base of public service of standard help data on properties of substances and materials (GSSD).

The functions which are carried out by the enterprise concerning quality as object of management, following:

Rationing (standardization, certification, certification);

Technological preparation of production (sufficient logistics, high-quality seeds of plants, elite breeds of animals, high level of service, etc.);

Professional development of shots, stimulation, strengthening of responsibility for quality;

Control of the course of productions by means of information and methodological support.

The administrative relations in the field of quality are the relations of subordination (submission) and coordination (cooperation).

The relations of subordination are characterized by vertical communications of heads with subordinates and are defined by extent of centralization and decentralization of functions and problems of product quality control. At the level of the enterprise of the relation of subordination are under construction depending on its production structure and structure of a control system of quality. The administrative relations are based on a combination of one-man management, collective nature, stimulation of an initiative of members of labor collective, use of economic, moral and material incentives.

The relations of coordination are under construction by means of horizontal communications between the certain workers and the organizations entering interaction for the sake of providing a certain level of quality of production or its increase.

At the level of the enterprise product quality control can be organized by distribution of functions and tasks between divisions and workers or creations of special department of quality management. In organizational structure the divisions which are engaged in coordination of works on quality management can be provided. Distribution of functions of quality management between divisions depends on volume and nature of activity of the enterprise. In any option the head of the enterprise who is responsible for all its activity and economic results which cannot be high at bad quality of production has to perform the general management of a control system of quality.

Heads should recognize that the enterprise it is capable on bigger in comparison with last experience