Управление качеством в международных корпорациях. Практикум на английском языке

Practical training

not theorize, listening to other people or looking at the computer monitor.

The basis of your thinking and reasoning should be based on data that is checked yourself.

Even representatives of the company’s senior management and heads of departments should see the problem with my own eyes, only then will a true understanding of the situation, and not superficial.

Principle 13: Make decisions slowly by consensus, thoroughly considering all options; implementing it, do not delay (nemavasi).

Do not take a clear decision about the method of action until after weighing all the alternatives. When did you decide where to go, follow your favorites by without delay, but with caution.

Nemavasi – is the process of discussing problems and potential solutions, which involves all. Its mission – to collect all the ideas and develop a consensus, where to go next. Although such a process and it takes a lot of time, it helps to make a more ambitious search for solutions and to prepare the conditions for the operational implementation of the decision.

Principle 14: Become a learning structure through relentless selfanalysis Unit (Hans) and continuous improvement (kaizen).

Once the process is stabilized, use the tools of continuous improvement, to identify the root causes of inefficiencies, and take effective action.

Create a process that requires almost no reserves.This will reveal the loss of time and resources. When losses are obvious to everyone, they can be eliminated in the course of continuous improvement (kaizen).

Protect the base of knowledge about the organization of the company, do not let turnover, watch the gradual promotion of staff and conservation experience.

At the completion of milestones and completion of all work performed an analysis Unit (Hans) of its shortcomings and talk openly about them. Develop measures to prevent the recurrence of errors.

Insteadofreinventingthewheel, when you startanew job orwhen a new manager, learn to standardize best practices and methods J. Liker. Tao Toyota: 14 management principles of the world’s leading companies.

TPS is an example of a consistent and thoughtful application of the principles ofToyota.TheToyota Way is the foundation of industrial

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Management of production quality in international corporations

cultureToyota, and such a culture provides the effective functioning of TPS. In this case, the creation of TPS and its overwhelming success is closely linked to the development of the approach Toyota.

Applying TPS, should first estimate a production process from a consumer standpoint. The first question in TPS always the same: What do you expect from this process, the consumer? (This includes both the domestic consumers, who works with the product on the subsequent operations of the production line, and a final, external consumers.) Thus determined value. Looking at the process through the eyes of the consumer, you will see at what stages of added value, and which – not. This applies to any process: production, exchange of information or services.

Consider the example of a hand-built truck chassis assembly line.Operator produces a lot of action, but only a few of them added value of the product, which is important for the consumer. In this case identified only three operations that add value. A number of other operations are also required, although they do not create value.

For example, the operator must reach out to take the tool. The problem is that operations that do not add the product value spent less time as possible. To do this, tools and parts must be made as close as possible to the place of assembly.

Toyota has identified seven major types of losses – the action or the costs do not add value in terms of production and business processes, which are listed below. These losses are possible not only in the production line, but also in the development of the product, taking orders and paperwork. There is also the eighth type of loss that can be added to the list.

1.Overproduction. Manufacture of products for which an order has been received, leads to excess inventory and generates such losses as surplus labor and storage space, as well as transportation costs.

2.Waiting (loss of time). Workers who oversee the work of automatic equipment, idle waiting next working operations, tools, parts, etc. or simply sit out of work due to lack of parts, delays in the processing of downtime and lack of capacity.

3.Excess transportation or movement. Moving the work in progress on long–range, generating inefficiency during transport, as well as the movement of materials, parts and finished goods to the warehouse and from the warehouse.

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4.Over-processing. Unnecessary when machining. Inefficient processing of the low quality of the instrument or irresponsible constructive solutions, which entails extra traffic and leads to the appearance of defects. Losses caused by excessive demands for quality.

5.Excess inventory. Excess raw materials, work in process and finished goods increases the execution time, causing obsolescence of products, leading to damage of finished products, the costs of transportation and storage, delays and delays. In addition, excess inventorypreventstheidentificationofproblemssuchastheimbalance of production, delivery delays, defects, equipment downtime, and long-term readjustment.

6.Extra movement. All unnecessary movements that have to do staff in the process: the search for what you need, the need to reach for the tools, parts, etc. or engage in their styling. This includes walking.

7.Defects. Production of defective parts and correcting defects. Repair, alteration, waste production and its replacement test leads to loss of time and effort.

8.Missed creative potential of employees. Loss of time, ideas, skills, and opportunities for improvement and to gain experience because of lack of attention to staff members whom you have no time to listen.

Ohno considered the main type of losses are the overproduction, because it generates a large part of the remaining losses. If the company at any stage of the manufacturing process produces more product than the customer needs, this inevitably leads to excess reserves in the subsequent stages of production: the details are waiting for the next stage of processing. Proponents of mass or volume production may ask, So what’s the problem? Let the people and equipment are doing their work, produce the details. «The problem is that the excess reserves that accumulate, waiting for the next stage of processing, affect the behavior of an employee who has no incentive to continuous improvement Ohio. High quality and safety: kanban system and «just in time».

Why worry about the preventive maintenance of the equipment, if it is simple does not lead to a breach of the build process? Why worry about the small deviations of quality, if the defective parts are sent to the pile? And when the defective item finally goes to the next step,

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Management of production quality in international corporations

where the worker will attempt to use it in the assembly, it is found that unsuitable items have been produced for several weeks, but this one does not know, because they are waiting in the wings a long time ago.

From the point of view of lean manufacturing, you must first map the value stream in accordance with the path of the material during the process of interest. In preparing the plan of such movements get a scheme called «spaghetti diagram». Even those who worked most of his life in the workplace, affected the results.

You can show a striking example of confirming the above. Membersofoneoftheseminars–engineersandmanagers–assured that their companies lean manufacturing will not work, too simple process. Rolled steel is cut into pieces, they punched holes, then blanks are heat treated and placed in boxes. Work piece is machined slot machines at hundreds of nuts per minute.

When followed up the value stream (and hence the operations, during which did not create added value), it became clear that the statement of the company’s employees just sounds ridiculous. We started with the reception areas of goods, and each time it seemed that the process has been completed, had to get back the entire plant to get there, where the next stage of processing. At some point, the nuts for a few weeks were taken away from the plant for the heat treatment, as estimated by management to contract for this work was more profitable than processing the nuts yourself. In the end, it turned out that the process of making the nuts tightened on the week, and sometimes for months.

Tasks

1.Сall and examine the principles on which rests the company Toyota.

2.Specify the main characteristics of each of the principles.

3.What in your opinion is the main feature in quality management at the enterprise Toyota?

Questions

1.What famous scientist looks at the challenges of quality management?

2.What axiom refers to the philosophy of Deming?

3.Where was first reviewed the quality management?

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References

1.Amirov Y. D., Pechenkin N.A. Evaluation of product quality and market economy // Standards and quality. 2015.

2.Bogatin Y. C. Economic evaluation of the quality and efficiency of work enterprise. M.: Izd. Standards. 2014.

3.Bogatyrev A. A., Filippov, Y. D. Standardization of statistical methods quality management. M.: Izd. Standards. 2014.

4.VersanC.G.,GullI.I.Systemofqualitycontrol.M:Ed.standards.

2012.

5.Glazunov A. C. system Documents QS-9000/1 // Standards and quality. 2012.

2. THE ECONOMY AND QUALITY OF PRODUCTS

The purpose of this practice – to discuss and fix bases of quality of products, its relation with economy.

This practice will allow creating competences OK-3: ability to use bases of economic knowledge in various fields of activity; and OK-5: ability to communication in oral and written forms in the Russian and foreign languages for the solution of problems of interpersonal and cross-cultural interaction and also to acquire the following knowledge and abilities:

–knowledge of production quality bases;

–understanding of an order of its organization in the companies’ activity;

–ability to define, what elements belong to quality of products and how to use them for development of the company and economy as a whole.

Relevance of practice consists in necessity to know bases of quality of products.

Theoretical part

Product quality – is a critical assessment of the extent to which its consumer properties, quality indicators, individual and public expectations, mandatory rules in accordance with its purpose.

Thequalityofproductsrelatedtotheconceptsofproductandutility products. Property defines the objective side of the object without estimating the importance of these properties to the consumer (eg,

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Management of production quality in international corporations

the technical level of production), and utility – the ability of products to benefit and to meet specific consumer.

Quality products – a set of properties of products, causing its ability to meet specific needs in accordance with the purpose.

Factors affecting the quality of products:

–public expectations, subjective mood of consumers;

–quality of the project (design excellence);

–workmanship (perfection of technology);

–level of competitiveness of the market.

The need to consider the subjective side of perception properties of products makes the problem of assessing the quality of quite complex.

Factors influencing the keeping of production:

–humidity;

–light;

–composition of the air;

–mechanical factors;

–biological.

As a result of these effects there are various changes. Assessmentofqualityisacombinationofthefollowingoperations:

selectionoftherangeofindicatorsofqualityofevaluatedproducts,the determination of the values of these indicators and their comparison to the baseline.

The need to assess the quality of products arises in solving the following tasks:

–demand forecasting, technical level and product quality;

–planning to improve product quality and volume of production;

–study the development of new products;

–choosing the best product samples;

–study the feasibility of removing the product from the production;

–certification of products by categories of quality;

–study the feasibility of products abroad;

–evaluation of the scientific and technical level of the developed and the existing product standards;

–product quality control;

–incentives to improve the quality of products;

–analysis of trends in quality;

–analyzing the information on the quality of products, etc. Assessment of the quality of products must be carried out at

various stages of its life cycle.

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Assessment of the quality of products.

Quantitative assessment of the quality of products produced with the aim of:

–choose the best option products;

–improving product quality requirements in the specifications for the design;

–assess progress indicators of quality in the design and manufacture;

–determining and monitoring the quality indicators after manufacture and in operation;

–determine whether the achieved quality indicators regulatory requirements, etc.

To estimate the parameters of quality products used methods:

–measurement;

–design or analytical;

–statistics;

–expert;

–organoleptic;

–sociological.

The measurement method is based on information obtained from the use of technical measuring devices (eg, vehicle speed is measured on the speedometer).

Calculation method based on the use of information obtained through theoretical or experimental dependencies (eg, a variable is the capacity or volume of a car engine).

The statistical method is used in cases where the use of the measurement or analytical method is not possible. It is based on the collection of statistical information about specific events or parameters of products (for example, the time of occurrence of failure or time between failures, generation products, etc.) and its processing methods of mathematical statistics and probability theory. The results of these procedures can identify the characteristics exposed to a large number of random factors, such as the mean time to failure, mean time between failures, mean time to repair, the probability of failure-free operation of the product and so on.

Widespreadthesemethodshaveinthequalitycontrolofproduction and regulation of the technological processes. Some indicators of the quality of otherwise impossible to determine, for example, sampling quality disposable products manufacturing.

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Management of production quality in international corporations

Expert method is based on the definition of indicators of quality of production is relatively small group of professional experts (usually up to 11–13 pers.). With the help of an expert method determined by the values of quality indicators, which currently cannot be determined by other, more objective methods, such as the color or shade of color of the indicator, odor, etc.

Organoleptic method is based on the use of information obtained from the analysis of the perception of the senses, and the values of parameters are determined by analysis of the feelings based on experience and are expressed in points. The accuracy and reliability of this method depends on the ability, skills and qualifications are determined. In practice organoleptic method is used in combination with the expert, they are evaluated as same quality indicators, such as indicators group aesthetic, ergonomic and others.

Sociological method is based on the definition of indicators of quality of production of its actual or potential consumers through questionnaires. The accuracy of the sociological method rising in connectionwiththeexpansionofthecircleofrespondentsconsumers, but in contrast to the expert method in this method does not require special training of experts.

As a sociological and sensory methods are used in cases where it is impossible to use the measurement or calculation methods.

In practice, to determine the parameters of quality products using a combination of several methods. For example, the data obtained by measurement, are then calculated using the theoretical curves; figures obtained opinion polls, processed by a special procedure involving the apparatus of mathematical statistics, etc.

Case: The economy and quality of products at the company McDonalds

The main objective of McDonald’s as a whole and each of its employees in particular is a 100% satisfaction is every visitor who crossed the threshold of any fast food restaurant. For us it is very important to visit and time spent for the visitor was memorable and vivid impression. To achieve this, developed the main standard – Quality, Culture, purity, availability or QCPA.

Quality – the highest standards of quality, technology and natural ingredients cooking products are a major component of the entire

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process of service for each visitor. All products are produced only from high-quality and safe components, which allows us to offer visitors only tasty food and verified.

Culture – a pleasant and friendly service has always been the key to a good mood visitors restaurants. Each employee must provide any visitor vivid and memorable visit to the restaurant, from an employee of the hall and ending director restaurant. The entire maintenance work visitor should be made in a certain short period of time, fast, accurate and friendly, leaving only positive impression on the client.

Clean – The success of the company is the perfect cleanliness of all areas of restaurants, ranging from the surrounding area and ending with a relaxation room for employees.

Availability – relatively inexpensive cost of food in the restaurant is bright and memorable experience, as well as a fun atmosphere and good mood from his visit. McDonald’s will never increase availability by reducing the quality of the ingredients used to prepare sandwiches for the visitors.

On a personal note, that developed a standard for visitor services and preparation of products in every restaurant met by 100 %. All cooked products, implementation period has expired – written off, and employees smile to anyone who only possible because of what visitors think of the company’s employees over them bullied. The restaurants are constantly checking both full–time and in the form of a mysterious visitor, aimed at improving QCPA.

In essence, the story of McDonald’s is a case study of the field management practices on the topic entrepreneurs managers in corporate environments.

–Food safety. For such a global brand as McDonald’s critical quality. Therefore Alpha Management GmbH (company providing logisticsservicesMcDonald’s)takesallnecessaryactionsandcomply with all necessary procedures to preserve the quality of products, namely, quality control of incoming goods, constant temperature monitoring, compliance procedures.

–The best quality at the lowest cost. Optimizing the distribution costs of products, Alpha Management GmbH contributes to the growth of competitiveness of production McDonald’s in the market.

–Caring for the environment. As a provider of McDonald’s, Alpha ManagementGmbHundertakestocomplywiththesamerequirements for the protection of the environment, and that McDonald’s. This

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Management of production quality in international corporations

includes the use of biodiesel and recycled paper, respect for the use of water and energy, etc.

Just periodically quality control is carried out directly in the restaurant an impartial person, called «the mysterious visitor». His responsibilities include assessment of the quality of cooked products, evaluation of the implementation of sanitary norms, customer service within a set amount of time that is written in the internal standards and norms of the company. After that, the «mysterious visitor» refers review headquarters in New York on compliance or non-compliance with the norms.

On quality management company McDonald’s can speak very much.AnexampleisthesamewaythattheproductsMcDonald’safter 10minutes.notsuitableforconsumption.Suchstringentrequirements have been established to ensure that customers always high quality, hot and fresh produce. It is solely an internal standard of McDonald’s. McDonald’s always provides each visitor only products of the highest quality. Taste characteristics of the final product is strictly defined and regulated in the arch of the gold standard of quality McDonald’s – on the structure, temperature, taste and appearance of the product, and this is exactly what buyers expect conclusion.

Analysis of the development of forms and methods of work organization to improve quality, identify opportunities to work on the applicationasaprincipleofgeneralmanagementtheory,development schemes of the mechanism of quality management, the definition of requirements, the state of the market situation as the original control the quality of products or services, a critical examination of the definitions of basic terms shows the following:

–Modern organization of work on quality theoretically acceptable and practicable and effective to build than the general global control, and on the principles of the general theory of control schemes based on mechanisms of quality control.

–Modern product quality control should be directly guided by the nature of the needs of their structure and dynamics; capacity and market conditions; incentives due to economic and technological competition, characteristic of market relations.

–Modern quality management in the enterprise, regardless of ownership and scale of industrial activity should optimally combine steps, methods and tools to ensure, on the one hand, the production of products that meet the current demands and needs of the market,

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