Quality management учебное пособие

Федеральное агентство железнодорожного транспорта

Федеральное государственное бюджетное образовательное учреждение высшего профессионального образования

«ПЕТЕРБУРГСКИЙ ГОСУДАРСТВЕННЫЙ УНИВЕРСИТЕТ ПУТЕЙ СООБЩЕНИЯ»

Е. А. Афанасьева, В. Н. Синельникова, Н. П. Юрьевская

QUALITY MANAGEMENT

Учебное пособие для студентов строительного факультета

(специальность СТС)

Санкт-Петербург ПГУПС

2011

Федеральное агентство железнодорожного транспорта

Федеральное государственное бюджетное образовательное учреждение высшего профессионального образования

«ПЕТЕРБУРГСКИЙ ГОСУДАРСТВЕННЫЙ УНИВЕРСИТЕТ ПУТЕЙ СООБЩЕНИЯ»

Е. А. Афанасьева, В. Н. Синельникова, Н. П. Юрьевская

QUALITY MANAGEMENT

Учебное пособие для студентов строительного факультета

(специальность СТС)

Санкт-Петербург ПГУПС 2011

Unit 1 TOTAL QUALITY MANAGEMENT

(1)Total Quality Management (TQM)1 is a managerial approach that was developed by an American W. Edward Deming in the 1950s for improving the production quality of goods and services. It has become more popular since the early 1980s.

(2)TQM is a management strategy focused on total quality within an organisation. Total quality consists of 3 qualities: the quality of returns on investment in order to satisfy the needs of shareholders, the quality of products and services in order to satisfy some specific needs of the customer and the quality of life - at work and outside work - in order to satisfy the needs of the people in the organisation.

(3)TQM is a description of a company's activities which are aimed at providing all of these types of quality, improving customer satisfaction, work processes, profitability, speed and efficiencies of all kinds. With TQM processes are done right the first time and defects and waste eliminated from operations .

(4)Total quality is required in every area of a company's activity integrating all its functions - marketing, finance, design, engineering4, production, customer service, etc.

(5)TQM is a method by which management and employees can become involved in the continuous improvement of the production of goods and services. This method must deal not only with improving results, but more importantly, with improving capabilities in order to produce better results in the

future. The five major areas of focus for capability improvement are demand generation5, supply generation6, technology, operations and people capability.

(6)A central principle of TQM is that mistakes may be made by people, but most of them are caused by faulty systems and processes. This means that the main cause of such mistakes can be identified and eliminated, and repetition can be prevented by changing the process.

(7)TQM is a managerial approach based on the participation of all the organisation's members. It aims at long-term success through customer satisfaction with benefits for all members of the organisation and society. Therefore, TQM goes further than merely satisfying the customer or offering quality products.

1 Total Quality Management - Всеобщее управление качеством.

2Returns on investment - прибыль на инвестированный капитал, дивиденд.

3Оperations - производственная деятельность.

4Engineering - инженерно-строительные работы.

5Demand generation - формирование спроса.

6Supply generation - формирование предложения.

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Exercises

1. In the text find the words that mean:

2. Match 1-8 with a-h to form expressions from the text:

3.Say whether these statements are true or false, and if they are false, correct them:

1.The popularity of TQM grew by 1980.

2.The aim of TQM is to focus some of the organisational functions on customer needs.

3.The only purpose of TQM is to improve the results of an organisation.

4.Most mistakes are the result of people's incompetence.

5.Satisfying the customer and offering quality products are not the only objectives of TQM.

6.The main aim of any company is to improve the quality of its employees' life.

7.All employees should take part in the process of improving total quality.

4.Answer the following questions:

1.Who developed TQM as a managerial approach?

2.What is the strategic aim of TQM?

3.What is characteristic of the activity of the company that applies TQM principles?

4.What is the essence of the continuous improvement approach?

5.Who benefits from TQM?

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5.Translate the sentences into English:

1.Система всеобщего управления качеством была разработана У. Э. Демингом.

2.Цель этой системы состоит не только в том, чтобы улучшать качество товаров и услуг, производимых компанией, но и повышать дивиденды пайщиков, а также улучшать условия работы ее сотрудников.

3.Товары и услуги, которые производит фирма, должны удовлетворять нуждам потребителей.

4.Система всеобщего управления качеством объединяет все функции организации: проектирование, производство, маркетинговые исследования

идр.

5.Необходимо постоянно улучшать качество товаров и услуг.

6.Рекомендуется уделять внимание совершенствованию возможностей производить лучшие результаты.

7.Всеобщее управление качеством помогает определить не только ошибки сотрудников, но и непригодные системы и процессы.

8.Каждый сотрудник организации должен быть вовлечен в процесс улучшения качества.

6.Describe TQM, using the expressions in Exercise 2.

Unit 2 EUROPEAN FOUNDATION FOR QUALITY

MANAGEMENT

The European Foundation for Quality Management (EFQM) is a nonprofitable organisation. It was founded in 1988 by 14 leading European firms to promote the fundamental process of continuous quality improvement within a firm. It is dedicated to stimulating and assisting management in applying innovative principles of Total Quality Management suited to European countries. Its aim is to improve the competitiveness of European private and public sector organisations.

EFQM's mission is:

1. to stimulate and assist organisations throughout Europe to participate in improvement activities leading to customer satisfaction, employee satisfaction, knowledge management, impact on society and business results.

7 European Foundation for Quality Management (EFQM) - Европейский фонд управления качеством.

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2. to support the managers of European organisations in accelerating the process of making TQM a decisive factor for achieving global competitive advantage.

By now EFQM membership has grown to around 800 organisations from most European countries and most sectors of activity. Together with the national organisations the membership network runs to thousands of organisations with several million individuals employed in those organisations.

All of these national organisations have worked with EFQM to develop the Fundamental Concepts of Excellence and to promote the EFQM Excellence Model9, which is based upon them. In order to reach excellence an organisation should:

•carry out change to create innovation and improvements,

•achieve results that satisfy all the organisation's shareholders,

•maximise the contribution of employees through their development and involvement,

•extend the minimum regulatory framework10 in which the organisation operates,

•manage the organisation through a set of interdependent and interrelated systems, processes and facts.

The EFQM Excellence Model was introduced as the primary framework for

assessing and improving organisations in order to achieve such a constant advantage.

Over 10,000 firms in the private and public sectors all over Europe now incorporate the EFQM Excellence Model in their overall corporate management process. The EFQM Excellence Model has been widely used in manufacturing, banking and finance, education and management. In 1991 to stimulate interest EFQM launched the European Quality Award11 which is awarded to those who have given exceptional attention to TQM.

Exercises

1. Match the words in 1-6 with their Russian equivalents in a-f:

Fundamental Concepts of Excellence - основные понятия качества.

Excellence Model - модель качества.

10Regulatory framework - законодательная база, нормативные положения, основа.

11European Quality Award - диплом «Европейский знак качества».

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2. Match the words in 1-6 with their Russian equivalents in a-f:

3.Choose the correct alternative:

1.EFQM is involved in...

a)improving quality; b) promoting quality; c) assessing quality.

2.EFQM consists of organisations f r o m .

a) all over the world; b) Western Europe; c) most European countries. 3. EFQM works with organisations i n .

a)private sector; b) public sector; c) both private and public sectors.

4.EFQM has been incorporated b y .

a)800 organisations; b) 10,000 firms; c) 14 European firms.

4.Correct the following statements:

1.EFQM is a profit-making organisation.

2.EFQM's purpose is to change the principles of TQM to suit European environment.

3.One of EFQM's missions is to finance European organisations to help them achieve global competitive advantage.

4.The membership of EFQM together with national organisations numbers several thousand.

5.The European Quality Award was launched to assess an organisation's achievements.

5.Make sentences about EFQM using the following prompts:

1.EFQM (found); 1988; European firms.

2.EFQM (stimulate); (assist) organisations; Europe; participate; improvement activities.

3.The number; EFQM's members (grow); 14; 800 organisations.

4.The EFQM Excellence Model (base); the Foundation Concepts; Excellence.

5.Organisations should (manage); a set; independent systems.

6.The EFQM Excellence Model (use); many fields.

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6.Translate the following sentences into English:

1.Европейский фонд управления качеством был основан в 1988 г.

2.Его цель состоит в том, чтобы помогать европейским фирмам, как государственным, так и частным, применять инновационные принципы всестороннего управления качеством, чтобы улучшить их конкурентоспособность.

3.Система всеобщего управления качеством должна стать решающим фактором в достижении конкурентного преимущества в мире.

4.Восемьсот европейских организаций являются членами фонда.

5.Фонд разработал основные понятия качества, а также модель качества.

6.Модель качества - это основа для оценки деятельности организации.

7.Лучшие товары награждаются дипломами «Европейский знак качества».

(1) TQM is associated with ideas of just-in-time (JIT) manufacturing12

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and lean manufacturing , where parts are only made and supplied when they are needed. Another idea is that of zero defects, where things are made right the first time, eliminating the need for inspection and reworking.

(2)The concept of JIT deals with the delivery of the right amount of the right material to the place where it is required at the time it is required. The benefits of this approach are greatly reduced stocks of raw materials at the point of manufacture and the consequent cost savings. Critical to JIT is the dependence on information systems that are capable of providing order information for finished products in time for the suppliers to meet the required delivery time. In the car industry, for example, raw materials have to be delivered to the production line at exactly the time required. If delivered too early, raw materials can block up the production operation, and if too late, the production line can stop.

(3)Lean manufacturing is a business initiative to reduce waste in manufactured products. The basic idea is to reduce it systematically, throughout the production process by means of a series of engineering reviews. Most costs arise when a product is designed. Often an engineer chooses familiar, safe materials and processes rather than inexpensive, efficient ones. This reduces project risk, that is, the cost to the engineer, while increasing financial risks and decreasing profits.

12Just-in time manufacturing - производство «точно в срок».

13Lean manufacturing - малозатратное производство.

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(4) A good organisation develops and reviews designs. At the system engineering level14, requirements are reviewed with marketing and customer representatives to eliminate costly requirements. Shared15 modules may be developed, such as multi-purpose power supplies16 or shared mechanical components. Another approach is to use standardised components that become available in a competitive market.

Exercises

1. Match 1-5 with a-e to form expressions from the text:

2. Match the words and word combinations 1-4 with their definitions a-d:

4)Just-in-time; d)raw materials + parts + work-in-progress + finished goods.

3.Complete the sentences:

1.The manufacturing process in which parts are made and supplied when they are needed is called.

2.The idea of zero defects means t h a t .

3.The benefits of JIT manufacturing a r e .

4.JIT manufacturing depends o n .

5.If car components are delivered to the production line earlier than necessary .

6. As a result of late delivery of car components to the production l i n e .

7.The purpose o f . is to reduce waste in a production process.

8.Product requirements are reviewed in order.

14System engineering level - уровень системного проектирования.

15Shared - общий, взаимозаменяемый.

16Power supply - источник энергоснабжения.

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