In order to increase customer satisfaction, GOST R 9001-2008 involves the introduction of a process approach when creating and improving a quality management system in an organization . This means that a functional should be developed for each type of activity, an interaction procedure should be established, and management should be organized. That is, for enterprises producing products (goods, services), it is necessary to develop a functional that embraces the entire vertical structure of the organization, which ensures effective management of product quality. All employees who influence the quality of products must understand their role and be motivated by continuous and continuous quality improvements. This applies to the head of the enterprise, top managers, line managers, workers of the main and auxiliary professions.
The introduction of a process approach ensures the continuity of control when the outputs of some processes are inputs to other processes. A quantitative assessment of inputs and outputs will eliminate the errors that usually occur at the junction of the two services, and due to inefficient and incorrect interaction lead to the formation of marriage, that is, inappropriate products. An integrated product quality management system helps to improve the interaction of the sales service with technological personnel, the quality service, logistics, the logistics service, the technical service, the service involved in the development and putting products into production and others. As a result, senior management will receive a clear picture of the number of non-conforming products produced and the reasons why there has been an increase in quality costs.
How effectively product quality management can be assessed by the magnitude and trends of cost of quality, as well as by the degree of customer satisfaction. These are the main indicators, monitoring of which will reveal weaknesses in the QMS of the enterprise. Each batch of non-conforming products is characterized by specific deviations from established requirements. The reasons may be low-quality raw materials, non-compliance with regulatory standards, personnel errors (for example, mixing of appropriate and inappropriate products), improper storage of products, etc. The degree of customer satisfaction can be determined by the number of claims, the amount of costs associated with the correction of marriage.
The development and implementation of a process approach is relevant for organizations of various forms of ownership and various orientations. This can be quality management of construction products, chemical products, educational or medical services, etc. Also , the PDCA cycle can be applied to any processes of different enterprises , according to which the organization moves from the developed goals and processes (including process maps) to the implementation of processes, then to constant monitoring and monitoring of the state of processes and products and actions to improve processes and product quality.
If we consider product quality management in this vein, then having formulated the goal of releasing products that meet certain consumer requirements, it is necessary to develop the process itself, which will be described by a second-level process map, as well as the personnel who measure the process and products. The analysis of the data of continuous monitoring and measurement and the identification of the reasons for low customer satisfaction due to the release of non-conforming products will make it possible to make informed decisions aimed at reducing marriage by certain indicators, as well as outline the next goal of reducing quality costs by reducing non-conforming products and plan to increase the degree of customer satisfaction.
The introduction of a functional aimed at managing product quality as part of the organization’s business process will increase the satisfaction of not only external consumers who supply products or services, but also internal consumers, that is, employees of the organization itself. Because their awareness of continuous and continuous improvements as a result of their activities will be further motivation to achieve new goals.