Good quality products are not only required by customers. He is also needed by sellers - otherwise the consumer will go to competitors. Even in the case of the activities of the most reliable suppliers or factories producing non-food products (not to mention food products), sometimes a product that does not meet the expectations of customers, the owner of the store or inspection bodies may appear on the counter.
That is why one of the most important areas in the work of each business is a thorough and detailed verification of such an indicator as the quality of goods and products.
What is the mechanism of such verification? How is it carried out? Let's talk about the definition of this very concept - the quality of the goods. The following wording is considered popular among domestic experts. Under commercial quality is understood the totality of consumer features of the product being sold (we are talking about selling in a distribution network, a separate store or online market), ensuring compliance with its intended purpose.
Marketing specialists formulate the concept of quality in the form of requirements (of a certain volume and type) regarding those attributes from which the most important consumer characteristics of any product are formed. Normally, any product offered to a consumer is required to meet certain norms and standards, as well as subjective customer expectations. These are the main conditions for the quality of the goods.
What indicators are we talking about?
Let's talk about the key criteria in which this relationship is reflected. What kind of indicators characterizing the properties of goods are of interest to us? In essence, they are very diverse. According to the conclusion of Russian experts, there is a certain combination of them. First of all, we are talking about those characteristics of the goods that determine the purpose of the latter.
An example is plastic utensils, the purpose of which is one-time use on picnics and on hikes. Another type of utensil is the dining room, which is operated regularly for a long time. It goes without saying that the requirements for each of the above products will vary widely.
The next criterion is reliability. Most often we are talking about goods belonging to the category of technically complex. Another option is products, in the very nature of the use of which there is a certain wear (those that require the strength of mechanisms, parts, as well as the conformity of the design and material to certain industry standards).
The third indicator is one that reflects standardization and certification. By default, it is believed that a product manufactured in accordance with GOST has a higher quality than one whose requirements were significantly lower. The possession of the appropriate certificate (confirming such compliance) can be attributed to the number of criteria that can seriously affect the choice of the consumer.
The next item can be called the characteristics of a product of a physical nature - we are talking about color, size, design, ergonomics, etc. In this case, you can evaluate based on the subjective opinion of consumers about goods (quality), i.e., on the perception of a particular customer . Or on certain norms and standards inherent in the production of products of this type.
The priority criteria in each case are selected depending on the type of product. Sometimes an analysis of a complex nature can be conducted with a comprehensive study of the properties of the goods. In other cases, the number of indicators used to characterize the product is very small (for example, it is examined only for compliance with GOST).
Talk about standardization and certification
What are these concepts? Standardization and certification are among the most important of those categories that are used in the analysis of commercial quality. The compliance of the product with certain parameters is revealed in accordance with the officially approved categories that exist as laws or industry standards. Thus, according to experts, fixing the relevant requirements can take place within one of the two established mechanisms mentioned above.
What is meant by standardization? The objective of this mechanism is to reflect the activities of various organizations and government agencies, research institutions, etc., whose work is aimed at identifying and setting all the most important characteristics and standards for the release of goods. The purpose of this activity is to provide a uniform approach to the procedure for evaluating commercial quality. In our country, the key sources of those requirements that are used for the standardization procedure exist in the form of GOSTs or technical regulations.
Let's move on to certification
And what is meant by certification? Speaking about this mechanism, we mean the assessment of the activity of manufacturing companies in the production of goods. This also includes the procedure for evaluating the products themselves directly in order to determine their compliance with accepted standards and rules.
As a result of such work, the manufacturing company acquires a certain document confirming the fact that the manufactured product has all the necessary properties that are provided for by the norms and requirements existing in this field.
Within the framework of this type of activity, a number of documents are published in our country, the most common of which include the so-called certificate of conformity. Its presence implies the conformity of the product to the very main sources of requirements and norms - GOSTs.
About quality assessment methods
It will not hurt the consumer to know what methods determine the quality of certain types of products, how they are classified. According to one of the models adopted by domestic experts, a number of objective methods are identified that help to analyze product quality indicators. All of them, in turn, are divided into a number of additional types.
Let's talk about the so-called objective methods. One of the most common methods in this category is the measurement procedure. The basis of this criterion is the analysis of measurements and calculations of certain signs and properties of the goods. The method most often involves a number of hardware, as well as software, auxiliary materials (reagents, etc.).
Measurement helps determine aspects that reflect most of the physical properties of the product (mass, shape, etc.) or performance. For example, we can talk about voltage on certain sections of the microcircuit of electronic devices. According to the method under consideration, the results are supposed to be recorded in standard type indicators - grams, joules, watts, etc.
Another method, similarly related to the category of objective, is called registration. It is based on the use of algorithms for observing, counting, fixing certain processes or events. What does this mean in practice? An example is the study of an electronic device for operation under given conditions of use.
Along with the registration, the so-called settlement method is often used. Its principle is to simulate those very indicated processes or events.
Other varieties of objective methods
Sometimes quality assessment is carried out according to preliminary calculations carried out according to certain criteria. Most often it is used not only with respect to the final product, but also in the production process, for example, when passing goods along the conveyor. That is, preliminary calculations provide the necessary production and technical characteristics of the product.
In addition, there are mathematical methods. They are used most often in combination with registration or measurement methods. They are needed so that the results of the study can be presented in the form of a certain model of a rational type, which in the future can be used as a template, and also to ensure the greatest accuracy of calculations.
Even Russian experts refer to the number of objective methods the so-called trial operation. It is used when it is required to determine the results of the functioning of the product in practice. For example, we can talk about a certain type of equipment operated in various conditions. Moreover, the environment may differ in noise level, environmental requirements, degree of energy consumption, etc.
What it looks like in practice
In certain cases, use the specified method (trial operation) in solving social problems. For example, manufacturers are trying to find out the speed and degree of wear of a particular type of clothing sewn from a specific material. Participants in the experiment receive samples of textile products for trial operation. The task of researchers is to wear (operate) garments with informing researchers on all issues of interest to them, transferring the necessary information or clothing samples for analysis in accordance with previously adopted algorithms.
This method - trial operation - is often used in cases where it is necessary to establish a limit mode in which this or that equipment can operate. For example, you need to find out how long a particular machine can work under full load without replacing any parts.
Thus, this method has a very extensive range of potential areas of its application. Most often involved in the study of the quality of non-food products. This is due to the fact that food products are consumed, as a rule, in a fairly small number of likely environments. In addition, food products are not so widespread objective characteristics. With respect to this product segment, evaluation is usually carried out using the following group of methods, called subjective.
About subjective assessment methods
Another common name for this group of methods by which it is possible to introduce quality control of goods is heuristic. A number of specialists do not make fundamental distinctions between the two indicated groups. One of the most common and convenient ways to evaluate the quality of products is the so-called organoleptic. The product with its help is checked for color, smell and taste or other consumer properties, which are determined by the human senses.
Most often, in this convenient way, the quality of goods of a food group is assessed, because for them the relevant indicators are crucial. But this method is also suitable for the study of many types of devices that are technically complex.
As an example, we can cite the task of determining the sufficient saturation of the color shades transmitted by the smartphone’s display, or the degree of sensitivity of the buttons of an electronic device.
Among the subjective, among other things, include the so-called expert method. In this case, the quality of the goods is checked by a group of competent specialists with relevant experience. They can be armed with any of the above methods and assessment methods.
In addition, experts refer to the number of subjective and the approach called sociological. Its use involves conducting research and surveys, the purpose of which is to find out the opinion of consumers. The subject of such studies may relate, for example, to the correlation of the price of a product and its quality.
What is the difference?
Unlike objective methods, where one or another standardized quantity serves as the unit of measurement, the situation looks different with a subjective approach. Indeed, the concept of taste, smell, color (etc.) of a food or other product is not a very strict criterion in itself. With this approach, the Russian merchandising community usually uses a methodology according to which the evaluation of goods can be made according to a certain point system. This criterion is rather arbitrary, but many experts find it convenient and, accordingly, it is very widespread.
Competent experts, based on indicators related to the color, taste, smell of the product, put the studied product in a rating on a certain scale. It can be ten-point for some category of goods. For others, with a range of twenty, one hundred, etc. units. The essence of the point system itself is in assessing the key features of a product in conditional terms. Sometimes criteria such as packaging design, product appearance, etc. are also taken into account.
Acceptance of goods by quality
This procedure is one of the most important business processes in which there is regular research into the degree of product quality. It is preceded by a procedure for the sale of a product (or its shipment to a customer).
How is quality acceptance carried out? Most often, this process is distinguished by a very high degree of standardization. Accepted goods are carefully examined for compliance with the criteria that are prescribed in the relevant GOSTs or various industry regulatory sources. For the acceptance procedure itself, there may also be standardized algorithms formally incorporated in the enterprise’s workflow.
A number of companies, for example, have instructions approved by the management that directly and fairly strictly regulate the quality acceptance procedure. In addition, similar documents are created during the inter-corporate interaction of the customer of the product and its supplier.
Acceptance is carried out by employees of the company, belonging to the number of materially responsible persons. Most often, the main stages of it are as follows:
- According to the contract, the quality of the goods is subject to examination after the procedure for checking its total quantity and completeness of delivery. In addition, the appearance and compliance with supporting documents are checked.
- After the quantity is checked, the quality of the goods is examined according to the accepted key indicators. They are determined in advance depending on the subjective characteristics of the product.
- Acceptance is documented (an act of product quality is drawn up).
- The relevant information is uploaded to the accounting system or recorded by other sources. According to the accepted workflow, the registration of the acceptance procedure is most often carried out using various kinds of accounts and invoices. Most firms use standardized forms that comply with industry or government standards and are approved by Goskomstat.
The importance of the product to the consumer
The concept of product quality has its practical significance, of course, not only in terms of compliance with the formal acceptance procedure. Most importantly, the other - the product should attract the consumer. In accordance with this criterion, the product to be sold must be of any interest to any manufacturer or supplier. After all, the attractiveness of the product for the buyer serves as a guarantee that the goods will be sold and the buyer will return to the store again.
In modern business, the highest quality of goods can be attributed to the number of key advantages of a competitive plan. That is why most large companies have a well-developed structure of divisions, whose task is to be responsible for supplying the best models of products sold for shop windows. The area of activity that concerns the search for the right suppliers, acceptance of goods, research on a number of features inherent in individual brands is quite important and is the subject of concern for specially created departments and services.
Another very significant incentive that encourages businessmen to maintain the quality of their own products at the proper level is the requirements of the law. What does the law on product quality say? The state is directly interested in satisfying consumer rights. Most experts consider the legislation of the Russian Federation directed with a significant bias towards the interests of the client.
In particular, a number of provisions of legal acts guarantee consumers the obligatory return of goods, the quality of which "falls short of" the norm.In practice, the implementation of such an exchange often requires the organization of an appropriate examination. Its purpose is to identify the reasons why the product does not meet certain criteria.
In appropriate situations, exchange of goods of appropriate quality is possible. This is possible subject to a certain set of conditions.
Let's talk about the examination of product quality
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Below we publish a claim (sample) for the return of goods of inadequate quality. This is a universal form that can be used in relation to different types of products and in different situations.
The significance of the results of such ongoing research can hardly be overestimated when it comes to the application of the law on consumer protection. Product quality is paramount here. If it is proved that the seller’s fault is in the sale of products of inappropriate quality (or the product was delivered in such a form by the manufacturer), the customer’s right is to demand that it be replaced with a similar one. Another option that is often used in practice is to satisfy the buyer's demand for the return of funds paid for goods of inadequate quality.
Both parties - the buyer and seller - can challenge the results of the investigation in court.