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Abstract on the topic of graduation work

Improving the process of monitoring and assessing consumer satisfaction with the quality of printed products

Content

Introduction

At present, the quality of products is assessed, first of all, by the consumer according to his personal, subjective indicators of product quality. One of the principles of quality management is the principle of customer orientation. Customer orientation is the main goal of enterprise management. Treating each customer as a customer is the main requirement of the ISO 9001 standard for quality management systems. The basis of an effective strategy for the development of a modern enterprise is the awareness of current and future needs of customers, monitoring and assessment of their level of satisfaction.

Customer satisfaction can be achieved through quality improvements and a clear customer focus. It became apparent that product manufacturers cannot attract and retain consumers (customers) if they do not see quality as a strategic goal.

Ensuring the quality of products at printing enterprises is determined by a number of internal factors: technical, organizational, economic, social and psychological. An important place among these factors is occupied by organizational factors associated with improving the organization of production and labor, etc. It is with these factors that the use of an effective approach to solving quality problems at an enterprise is associated.

Evaluation of quality indicators is especially important at different stages of the production process of equipment and consumables and is designed to control the quality of finished products.

1. Relevance of the topic

The relevance and significance of the chosen topic is due to the fact that from the point of view of achieving the goals of any project, regardless of the field of activity in which it is being implemented, and its success in general, quality management issues are fundamentally important. In turn, the quality of any project / product / service is inextricably linked with the satisfaction of the end user, be it the quality of educational services, the quality of working conditions, the quality of printed products or the quality of work performed.

2. Statement of the problem

The modern approach to product quality assessment involves consideration of two sides - safety and customer satisfaction. Safety requirements are formalized and presented in the corresponding technical regulations. The other side, customer satisfaction with the quality of products, is assessed by his personal, subjective indicators of product quality. "Quality management is aimed at meeting customer requirements and striving to exceed their expectations" [1]. To ensure high quality products “The organization should monitor customer perception of the extent to which their needs and expectations are being met. The organization should determine the methods of obtaining and using this information ”[2]. [2]. An important aspect of the company's activities is the assessment of customer satisfaction with products.

It becomes important for enterprises to be able to identify and use product quality criteria that are significant from the point of view of consumers.

Objective: to develop an approach to monitoring and assessing customer satisfaction based on customer preferences for the case of printing products.

3. The concept of quality

The international quality management standard of the ISO 9000 series within the framework of the national standard GOST R ISO 9000 - 2015 interprets the quality of any object as “the degree of compliance of the inherent characteristics with the requirements”[1]. And the requirements are formulated, first of all, by the consumer.

The quality category was first analyzed by the ancient Greek philosopher Aristotle. The German philosopher Hegel viewed quality as a logical category, seeing in it the initial stage of cognition of things and the formation of the world.

Throughout the history of the development of philosophy, attempts to find a comprehensive definition of the concept of "quality" did not stop. But they all boiled down to understanding quality as the definiteness, generality and integrity of all the essential features of an object that give it relative stability and distinguish it from other objects. As a result, such a definition was formed and spread, according to which the quality of a product began to be understood as its property (ability) to satisfy the needs and expectations of a particular consumer.

In a narrow sense, quality means product quality. In a broad sense, quality is the quality of work, quality of service, quality of information, quality of the process, quality of the unit, quality of employees, including workers, engineers, managers and executives, quality of the system, quality of the company, quality of goals, etc.

The property (ability) of an object to satisfy needs can be represented by a set of its characteristics. In accordance with the international standard ISO 9000: 2000 “Quality management systems. Fundamentals and vocabulary ”“ quality ”is“ the degree to which the set of inherent characteristics meets the requirements ” [1].

In some reference sources, quality is referred to as “fit for use” or “fit for purpose” or “customer satisfaction” or “fit to requirements”. All these represent only some aspects of the quality defined above.

Quality is often understood as a class (level of requirements) that can be set for a product. This is not true. Even then, products will be of high quality when they meet certain, albeit limited, requirements, while meeting them flawlessly. For example, both butter and margarine can be equally good quality products. Each type of product is intended for a specific purpose of use, and, accordingly, for a specific category of buyers. And if these products meet the requirements of their consumers, then they are of high quality.

Both the establishment of requirements and their assessment from the point of view of product quality are possible if these products have certain distinctive quality features and are evaluated according to these features.

Quality can be achieved when a balance is created between requirements and properties: Requirements = Properties.

Therefore, quality management methods should also avoid overfulfillment of requirements. This can lead to an unjustified rise in the price of the goods, and the goods themselves will no longer meet the established requirements.

When people talk about product quality, they often mean finished products. Nowadays, the concept of "products" has become much broader. In accordance with the GOST R ISO 9000 standard, products are understood as the result of activities or processes. Products may include services, equipment, recyclable materials, software, or combinations thereof.

Many types of products contain items that fall under various general product categories. Whether a product is classified as a service, software or hardware, or recyclable material depends on the dominant element.

For example, a supplied “printing device” product consists of hardware (eg a plotter), recyclable materials (paper), software (programmed control using computer programs, user manuals) and services (explanations of operation given by the seller).

3.1 Quality indicators and their classification

It should be remembered that the quality of products is laid down during the development of the project, and is evaluated during operation. Due to the fact that the requirements for products differ depending on their purpose, the quality of the same product can be assessed differently. The degree of manifestation of these properties is assessed using quantitative quality indicators.

In Japanese companies, the main changes are made at the initial design stages and a minor part at the subsequent ones. In Japan, they say: “It is necessary not to correct a marriage, but not to make a marriage” [6].

An indicator of product quality is a quantitative characteristic of the properties of a product, considered in relation to certain conditions of its creation and consumption.

If an indicator characterizes a group of properties, then it can be called complex (integral). A complex indicator of product quality becomes integral if it reflects the ratio of the total beneficial effect of the consumption of products to the total costs of its creation and consumption. The total useful effect should be understood as all aspects of the interaction product - person - environment, including those that characterize the usefulness of the product, ease of use, economic characteristics, aesthetics, etc.

Quality indicators can be summarized in the following groups:

  1. According to the characterized properties: indicators of purpose and durability; reliability indicators; manufacturability indicators; aesthetic indicators; ergonomic performance; indicators of standardization and unification; indicators of environmental safety;
  2. By the way of expression: indicators expressed in natural units (kg., M., Etc.); indicators expressed in dimensionless (points) units; indicators expressed in monetary units;
  3. By the number of characterized properties: generalizing; single (indicators of purpose, reliability, etc.); complex (characterizing several properties of the product);
  4. By application for assessment: basic; relative [7].

The name of the quality indicator defines the characteristic property.

The indicator, which is basic in relation to this product, is decisive. Quality indicators are fixed in the normative and technical documentation (standards, technical conditions, instructions, etc.) and become the basis for the formation of requirements for the quality of products.

4. General requirements for quality control of printed products in the division

In the modern world, the problem of product quality is becoming extremely important. The well-being of the enterprise largely depends on its successful solution. Higher quality products significantly increase the chances of satisfying consumer needs. Product quality is the most important indicator of the competitiveness of an enterprise [5].

The quality of products is laid down in the process of research, design and technological development, is ensured by a good organization of production, and finally, it is maintained during operation or consumption. At all these stages, it is important to carry out timely control and obtain a reliable assessment of product quality.

In the production of printed products, in addition to SI units, publishing and printing units of measurement are used, the use of which is due to the peculiarities of the technological process [8].

Quality control begins with checking incoming materials, continues at each stage of the production process, and ends with control of finished printed products.

The first is the incoming inspection of materials. When delivering the necessary materials, we check the integrity of the packaging, the expiration date, delivery conditions, as well as the necessary parameters that affect the production process.

Further, quality control takes place at the prepress stage:

  1. When the department receives an electronic layout from the management, it is checked for compliance with the layout of the technical requirements of the printing house;
  2. The layout is being finalized, layout, layout on the sheet and at the end is checked by the computer typing operator and the workshop foreman;
  3. Further control of the proof print and agreement with the management, i.e. quality control at the request of the consumer;
  4. In conclusion, the completed technological map is checked by the technologist for compliance with the specified technological processes.

At the printing stage, the operator of the printing machine controls:

  1. Changing the color of the product from one copy to another in a run;
  2. The correctness of the coup, i.e. coincidence in the light of the face and the turnover of the product;
  3. Precision of a given color;
  4. Over-looking;
  5. Correspondence of the actually printed number of prints to the ordered edition.

At the stage of post-printing processing, quality control is carried out:

  1. Time of final ink fixing on the print, because sending a "raw" print run for finishing may damage the ink layer and cause sheets to stick together;
  2. Correspondence of sizes;
  3. Accuracy of folding or creasing;
  4. The correctness of the selection of the circulation (for example, in the manufacture of catalogs or magazines) in a block there should not be two identical or missing sheets, but the sheets should be located in the correct sequence;
  5. The quality of gluing the elements of the product;
  6. Binding quality (catalog or brochure);
  7. Perforation quality;
  8. Folding quality;
  9. The quality and compliance with the specification of binding and finishing materials.

This list can be continued, and the number of control parameters will increase depending on the complexity of a particular product [4].

The final stage is the control of finished products. The management is the main quality controller of the finished product, which themselves provide the standards that the product must comply with.

For a more detailed analysis and identification of growth opportunities for the division, it is necessary to conduct more detailed studies aimed at assessing customer satisfaction, which will allow: improve the monitoring process; identify priorities affecting improvement; develop a strategy to improve the quality of products.

Conclusion

It should be emphasized that for the development of the unit, the quality of the services provided must increase. This also applies to the efficiency of order fulfillment, and the quality of printing materials, and, of course, the professionalism of the employees. Only if all the needs of the target audience are taken into account, and at the same time, the quality of the products is high, then consumer satisfaction will increase.

The result of the research will be the numerical value of the integral indicator characterizing the level of customer satisfaction. This value is determined within the framework of monitoring, which involves constant monitoring of the level of customer satisfaction with product quality, comparing the results obtained with requirements and expectations, identifying trends in their changes in order to make management decisions. At the same time, the concept of monitoring is considered as a broader category than control, since monitoring includes analytics, diagnosis, forecast of trends, and adjustment of enterprise development [3].

List of sources

  1. ГОСТ Р ИСО 9000 – 2015 – «Системы менеджмента качества. Основные положения и словарь».
  2. ГОСТ Р ИСО 9001 – 2015 – «Системы менеджмента качества. Требования».
  3. Капелюк З.А. Потребительский мониторинг удовлетворенности качеством образовательных услуг в вузе / З.А. Капелюк, С.С. Донецкая // Стандарты и качество. – 2006.
  4. Контроль качества полиграфической продукции. – [Электронный ресурс]. Режим доступа: http://megaprint37.ru/vagnaya-informaciya/kontrol-kachestva.html.
  5. Мазур И.И., Шапиро В.Д. Управление качеством: Учеб пособие для студентов вузов / И. И. Мазур, В. Д. Шапиро; Под общ. Ред. И. И. Мазура. М.: Омега-Л, 2015. – 256с.
  6. Кайдзен и Total Quality Management японский метод управления. – [Электронный ресурс]. Режим доступа: https://worksection.com/blog/kaizen.html.
  7. Садовников И.В. Квалиметрия: учеб. пособие / И.В. Садовников. – Чита: ЧитГУ, 2009. - 150 с.
  8. Козлова Е.Б. Технология допечатных процессов: учеб. пособие / МГУП, 2009.