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Introduction

Modern market economy imposes completely new demands on the quality of the products and services provided. This is due to the fact that now the survival of any company, its stable position on the market of goods and services is determined by the level of competitiveness. In turn, the competitiveness is linked with the action of a few tens of factors, among which are the two main – the level of prices and quality products. And the second factor is gradually emerging in the first place. The key here is to provide such services and products that satisfy and exceed the expectations of the target customers.

Customer expectations are formed on the basis of the already available experience, as well as information obtained under direct (personal) or mass (impersonal) channels of marketing communications. Consequently consumers choose products and services when they are compared to provide their view of the service provided to their expectations. If the idea of the service provided does not meet expectations, customers lose service to the company any interest, if meets or exceeds their expectations, they may revert to the producer such services.

The customer is always committed to a particular service, they correspond to the price and quality. Dissatisfaction with the service or product is, as a rule, in large losses in market share. This is why companies must effectively manage the quality of products and services to best meet customer needs.

Thus, the importance of product quality control and services and its impact on the satisfaction of end users, and as a consequence the level of income determines the relevance of the topic for today's enterprises.

The aim of this work is to study the theoretical and practical aspects on the quality management of products and services.

To achieve this goal it is necessary to solve the following tasks:

– determine the nature and quality of management;

– analyze quality management system products and services in modern enterprises;

– offer advice on the establishment and maintenance of quality management.

1. The essence of the quality management of products and services

Product Quality – a set of product features that make it suitable for consumption according to purpose.

The quality level depends on a number of reasons[1]:

  1. The quality of feedstock material.
  2. Methods of processing raw materials.
  3. Level of qualification.
  4. Production of labor discipline.

Every process is controlled by a circular cycle: planning (plan, P) – the implementation (D) – control (check, C) – control action (action, A). Passing sequence of these steps is the quality management process.

PDCA Cycle provides stable monitoring and increase the quality level in the course of industrial activity.[2]

Management must be created on the basis of the seven sets of activities[3]:

  1. Identify and find the problem.
  2. Data collection and analysis.
  3. Analysis of the causes of preconditions.
  4. Planning and execution of solving the problem.
  5. Evaluation of results.
  6. Standardization.
  7. Summing up and move to the next problem.

Increased market demand for consumable goods, as well as the complexity of the processes arising in the course of production activity, forced the company to revise and change the opinion about the quality problem. This was facilitated by incomplete controlling quality of the final products and some elements of the production process as a whole. A necessary condition for survival in the competition was the formation of a quality system covering all stages of production, which affect the quality of the finished product: from the signing of the contract with suppliers of resources to the realization of finished goods.

Quality management – methods used to achieve the level of quality that satisfies the design and engineering, contractual and other requirements.

Quality management should be done systematically, i.e. in the organization, the company must operate a quality management system, which is the organizational system, accurately distributing responsibilities, operations, equipment and materials necessary for quality management.[4]

Quality System – a set of organizational structures, circuits, processes, tools and materials needed for the quality management of the joint products. The action of the quality system covers all stages of the product life cycle, creating the so-called "quality loop".

Quality Loop – a model of inter-related activities that affect the quality of the various stages – from establishing requirements to assess their satisfaction. The quality system is formed taking into account the specific activities of the organization, but in any case it should cover all the stages of the quality loop[5]:

  • Marketing, search, market research and analysis.
  • Design and / or development of technical requirements for products.
  • Logistics.
  • Preparation and development of production processes.
  • Production.
  • Monitoring, verification and testing.
  • Packaging and storage.
  • Marketing and distribution of goods.
  • Installation and maintenance.
  • Technical assistance services.
  • Disposal of the product after use.

    The quality system must ensure quality control at all stages of the quality loop, the participation of all employees to ensure final product quality, the relationship of activities to increase quality with efforts to reduce costs, mandatory deficiencies detected and their elimination.

    Act to improve the quality of products. Pomeroy development needs of the people and the productive forces of their work improved consumer properties and expands the range of produced and consumed material goods, and services.[6]

    2. The quality management system in the service sector

    To characterize the mechanism of quality control rational use of the well-known methodological approach to the structuring of complex economic systems, believing in the system of allocation of this mechanism, the group total, and providing specific subsystems.

    Total (overall) subsystem mechanism of quality control – subsystem of forecasting and planning of the technical level and product quality, product quality control in the production process, quality control, accounting and analysis of changes in the level of quality incentives and accountability for quality.

    Special subsystem mechanism of quality control – standardization subsystem, product testing, prevention of marriage in the production process, validation and certification.

    Providing subsystem mechanism of quality control – subsystem legal, information, logistics, personnel, organizational, metrological, financial and technological support of product quality control.[7]

    Hierarchical product quality control system denotes the probability ranking, ordering the division of the system into components, subsystems and components. Each system can be represented as a set of subsystems.

    Subsystem – the part of the system, the system having qualities, but not having the isolation inherent in an independent system. Each system can be analyzed as a subsystem of a higher order system.

    A systematic approach involves the identification of the elements together as a system, i.e., the object or subject of study should be recognized (as the system is installed). It should be isolated from the environment by defining interdependence with it. The systematic approach also includes process modelling, which is the physical (objective, modelling or analogue) image system or formalized theoretical image with all sorts of sign systems.[8]

    Subsystem – the part of the system, the system having qualities, but not having the isolation inherent in an independent system. Each system can be analyzed as a subsystem of a higher order system.

    In the case where the company is regarded not only as a form of social production device, but also as a form of social activity of a specialized society, as a functional subsystems usually allocate production, finance, personnel management, research. Isolation of functional subsystems organization is the base of horizontal links in the production system of the company.

    There are management and control systems. A control system is represented by various levels of management of the organization (company, and others. Structures). The management system creates and provides quality management. In modern literature and practice the following concept of quality management products (services) are used[9]:

    – quality System;

    – management system based on quality management (QualityDrivenManagementSystem);

    – total quality management

    – quality assurance

    – quality management (QualityControl);

    – statistical quality control

    – quality assurance system

    – product warranty (ProductAssurance);

    – overall production management (TotalManufacturingManagement);

    – advanced production experience (GoodManufacturingPratices);

    – the quality management system (QualitySystemManagement) and others.

    These concepts reflect the essence of the different methods used in the TQM methodology for solving various problems of quality. TQM is of great importance in the management of modern firms.

    The control system starts with senior management. That senior management should proceed from the strategy that the company is capable of more than in the past. In the organizational structure of the company's special units may be provided, to coordinate the work on quality management. The distribution of the special quality control functions between the units depends on the size and nature of the firm.

    3. Ensuring effective functioning of the quality management system

    In order to ensure the effective functioning of the quality management system is necessary to fulfil certain conditions[10]:

    1. The presence of strategic concepts. To achieve the quality of service products need a system of effective management. General and specific responsibilities and authority should be clearly defined all personnel whose work affects the quality of services. This includes the provision of effective relationship between consumer and supplier in all cases of direct communication within and outside the service organization. Certain responsibilities and authorities should be consistent with the means and methods to achieve the appropriate quality of service. Have the best service companies have an excellent understanding of your target market and consumer needs, they have to satisfy. They have a clear strategy to address these needs, helping them to win a strong commitment to consumers.

    2. Constant attention of senior management of the company to quality. Based on the provisions of the international standard, senior management service organization assumes responsibility for the quality policy regarding:

    – level of quality of service products;

    – a favourable image of the service organization and its reputation in the field of quality;

    – ensure the quality of service products purposes;

    – approach to achieve quality objectives;

    – the role of the personnel responsible for the implementation of a quality policy.

    3. Management should ensure that the quality policy is published, there was a clear, achievable and maintained

    4. Setting high standards. Priorities and this area include:

    – consistent customer satisfaction in terms of professional standards and ethics;

    – continuous improvement of quality of service;

    – accounting society and environmental protection requirements;

    – the efficiency in providing services. The most important issue is Diverting these tasks into practice, namely:

    – clearly defined user needs and related measures in the field of quality;

    – preventive action and management in order to avoid customer dissatisfaction;

    – the optimization of the costs associated with quality, in order to achieve the required performance and quality of service level;

    – achievement of the collective commitment to quality within the service organization;

    – continuous analysis of the requirements for the service and achievements, to identify opportunities to improve the quality of services;

    – prevention of adverse effects of the service organization on society and the environment.

    Using the results of the monitoring system service. Monitoring results service shall consist of a well-designed and comprehensive assessments based on relevant sources of information, including:

    – conclusions from the analysis for the implementation of services, i.e., comprehensive information on the efficiency and effectiveness of service delivery process to achieve the requirements of the service and customer satisfaction;

    – conclusions of internal audits (audits) of application and effectiveness of the quality system elements in the achievement of established quality assurance services goals;

    – changes caused by new technologies, quality concepts, market strategies, as well as social or environmental conditions.

    Internal quality audits should be carried out regularly to verify the implementation and effectiveness of the quality system and compliance with the specification services, specification of services and quality management specification.

    Conclusions

    In a market economy, the problem of quality is the most important factor in improving the standard of living, economic, social and environmental security. Quality – a complex concept that characterizes the performance of all aspects of the activity: the development of the strategy, organization of production, marketing, etc. The most important component of the entire quality system is the quality of products.

    The key objective of management companies is to create, practical implementation and follow-up of the quality management system certification (the modern term, replacing the previously used term – Quality Management System), and supplied products for a certain period of time (the contract, the period of output of this type, etc.).

    Quality management is, in fact, cross-cutting aspect of the enterprise management system – the same such as time, cost, human resources management. This position is located at the heart of the fundamental principles which are the basis of modern quality management systems.

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