Управление качеством: практикум для бакалавров
Today the increasing number of constant consumers is a strategic aim for any organization which is possible to be achieved only under condition of continuous perfection of organizational activity quality. If the service representation doesn't correspond to the consumers’ expectations they lose their interest to the service organization, if it does correspond or surpass their expectations they probably would readdress to service provider. For this reason the service organization should more precisely reveal consumers requirements and expectations, namely provider should constantly measure its service quality.
In the given work approaches by the Russian and foreign researchers in the field of quality management are studied and analyzed in details, namely:
- approaches to the «service quality» definition;
- the basic components of service quality management process;
- service organization quality model.
The purpose of research work consists of ISQM (Innovation System of Quality Management) model creation taking into account features of TCS providing, which, in turn, is targeted on TCS company purposes achievement in the field of quality by means of:
- setting the control values of TCS quality indicators;
- measuring of the reached results and their comparison with expected results;
- effective management decision making as a result of carrying out the analysis of managerial activity in the field of quality on the basis of the report containing recommendations for the company activity improvement, prepared due to the results of measuring and collecting quality indicators.
This paper is devoted to a currently active area of scholars' research - integrated quality management systems (IQMS). Despite the high prevalence of IQMS in the US and European economies, until recently, in Russian organizations, separate management systems for each particular area were considered to be the norm: ecology, quality management of products, health and safety of personnel, etc. The reasons for the low prevalence of IQMS in small organizations in Russia are observed. We discuss such major factors as, for instance, the lack of a unified model for the formation and implementation of an IQMS at the enterprise. The methods for calculating the costs of practical implementation of IQMS, depending on the resource and organizational requirements for improving the efficiency, are not standardized. Specific measures are proposed in order to encourage the development and penetration of IQMS in Russian organizations. Attention is paid to the development of remote outsourcing organizations that build integrated quality management systems for contracting firms and allow achieving economic efficiency through economies of scale, including through the virtual integration of several small and medium-sized enterprises. The issues of developing unified schemes for the implementation of IQMS for different types of organizations, depending on the industry and other specifics, were discussed.
A global focusing on a sustainable economy requires redirection of corporate governance toward sustainability. One of the important ways for management is a quality management as it is focused on continuous improvement of all business processes and therefore – contribute to long-term performance. The basic problems in this case are the searching for the most effective organizational model of quality achievement and the reasons for firm to implement quality management system (QMS) which is relevant to its sustainable business perspective. Insufficiency of the problem development of companies’ stimulation to implement QMS ISO 9000, make the paper urgent. The purpose of the study is an examination of the motivation for QMS ISO 9000 implementation for the emerging economies firms. The informational base of empirical cross country analysis was 2002–2009 data of Business Environment and Enterprise Performance Survey (BEEPS) of WB and the European Bank for Reconstruction and Development (EBRD). Study targets are the firms, which have implemented QMS ISO 9000 and located in the three groups of countries: the Commonwealth of Independent States (CIS), new members of the EU countries and countries of the Southern Europe - not EU members. The main finding is the identification of similarities and differences in motivations of firms from the tree groups emerging economies, which has implemented QMS ISO 9000.
The collection contains materials of the All-Russian conference with foreign participants of the invitation, which addressed topical issues in the field of public private partnership, quality management, education, IT service management and services, transport and information security. The collection is intended for heads of organizations and enterprises of different directions, managers of organizations, as well as scientific and technical workers engaged in the development and implementation of integrated quality assurance systems of production enterprises.The materials may also be useful to students and graduate students studying in the relevant fields and professions, in their scientific and educational activities.
The IEEE Russia North West Section, Saint Petersburg Electrotechnical University “LETI”, and the European Centre for Quality (Moscow) are pleased to present the Proceedings of the 2018 IEEE International Conference "Quality Management, Transport and Information Security, Information Technologies" (IT&QM&IS). The Conference was held in St. Petersburg, Russia on September 24–29, 2018, and it was proudly hosted by Saint Petersburg Electrotechnical University “LETI”. The Organizing Committee believes and trusts that we have been true to the spirit of collegiality that members of IEEE value whilst also maintaining a high standard as we reviewed papers, provided feedback and now present a strong body of published work in this collection of proceedings. The themes for this year's conference were chosen as a means of bringing together academics and industrialists, engineering and management research, manufacturing and teaching, and providing a basis for discussion of issues arising across the engineering and business community in relation to Quality Management, Information Technologies, Transport and Information Security aimed at developing engineers and managers for the future. The goal of these proceedings has been to present high quality work in an accessible medium, for use in a wide community of academics, engineers, managers, and industrialists, the community united by the key words Science, Education, Quality, Innovations in engineering. To achieve this aim, all abstracts were blind reviewed, and full papers submitted for publication in this journal of proceedings were subjected to a rigorous reviewing process.
Lean production is a well know managerial framework for optimization of organizational processes through waste elimination and cost reduction. Though many researchers pointed to the similarities between lean production and total quality management they do not usually proceed to conclusions about the possible impact of lean production practices on quality issues. The article undertakes the comparative theoretical analysis of lean production and TQM on two levels – on the level of general theoretical principles and on the level of the practical tools and techniques. The authors conclude that lean production practices not only can but should lead to the improvement of the quality of processes and products. The empirical analysis of the results of lean production improvement initiatives in 74 Russian companies leads to the same conclusion. The survey of the participants of lean production introduction projects in Russian companies shows that the number of the defects detected and corrected on the later stages of the value streams in these companies decreased. Hence, lean production can be considered as a set of tools not only for cost reduction but also for quality enhancement.
The Conference is focused on the actual problems in the field of Quality Management, Transport and Information Security, Information Technologies (Navigation and Information Systems, Information Security Systems and Computer Security, Transport Security Management, Information and Communication Technologies in Education, Scientific Research and Economy, Automation of Business Processes, Automated Systems of Control and Quality Management, Quality Management Systems including Integrated Systems of Quality Management of Information Systems (Implementation, Certification, Auditing), Engineering Management, IT Service Management, Management of Projects and Risks as well as other issues related to the field). Previous Conferences on these topics revealed great interest of both Russian and foreign researchers in this issues. Organizing and hosting the 2016 IEEE Conference on Quality Management, Transport and Information Security, Information Technologies (IT&MQ&IS) in Russia is of great value for exchange of research ideas and practical results in this field, for discovering new problems and development trends, for development of new effective practical methods and tools targeted on solving complex practical problems. During the IT&MQ&IS 2016 Conference sessions, it is expected and planned to discuss a wide range of issues, both of theoretical and practical value. One of the key Conference aims is also attracting young researchers and practitioners to discussions and exchange of ideas with the professional community.
This article is intended to summarize the key works on Quality Management in order to obtain a unified theoretical basis. Applicability to Russian companies is discussed. Differences between the classic quality paradigm and the TQM ideas are focused and studied thoroughly. Basing on the most recognized works of Crosby, Juran and Deming, the history of Quality Management ideas development is shown. Mechanisms of impact of implemented quality management systems on company results are shown, since it is required in order to perform an empirical study of quality management effectiveness. Also several aims for empirical studies are proposed. Possibility of Quality Management implementation for Russian companies is also discussed.