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CONTENTS UNIT
1. INTRODUCTION TO QUALITY MANAGEMENT UNIT
8.EVIDENCE BASED DECISION MAKING UNIT
9. RELATIONSHIP MANAGEMENT |
UNIT 14. SERVICE
QUALITY
Part A What do you consider when you gauge the
quality of the customer service you receive? Businesses must consider
different aspects of service quality in order to meet and exceed customer
expectations. This lesson will define service quality and explain its
dimensions. Every customer has an ideal expectation of
the service they want to receive when they go to a restaurant or store.
Service quality measures how well a service is delivered,
compared to customer expectations. Businesses that meet or exceed
expectations are considered to have high service quality. Let's say you go to
a fast food restaurant for dinner, where you can reasonably expect to receive
your food within five minutes of ordering. After you get your drink and find
a table, your order is called, minutes earlier than you had expected! You
would probably consider this to be high service quality. There are five
dimensions that customers consider when assessing service quality. Let's
discuss these dimensions in a little more detail. One dimension of service quality has to do
with the tangibles of the service. Tangibles are the physical features of the
service being provided, such as the appearance of the building, cleanliness
of the facilities, and the appearance of the personnel. Going to a restaurant
and finding that your table and silverware are dirty would negatively impact
your assessment of the service quality. On the other hand, walking into a
beautifully decorated, clean restaurant with impeccably dressed wait staff
would positively affect your opinion of the service. Another dimension of service quality is the
reliability of the service. Reliability refers to the ability to provide the
service as it was promised on a regular basis. It is very important that
businesses are able to fulfill the service that they advertise. For example,
if you own a pizza restaurant and promise to deliver a pizza within 30
minutes, you must consistently provide that service in order to meet your
customers» expectations and be considered a reliable business. Responsiveness, or responding to customers
in a timely manner, is another dimension that affects service quality. It is
very important that businesses are prepared to respond to customers quickly.
For example, if a customer calls a store with a complaint about a product
they purchased, they shouldn't be left on hold for an hour before being
connected to a manager. The call should be taken promptly and with a sense of
urgency. Another dimension that plays role in service
quality is assurance. Customers have to be able to trust that service
providers are knowledgeable about the service they are providing. Let's say
you go to a wine bar to try some different wines, but when you ask your
server some questions about the wines being served, they don't know any of
the answers. It's reasonable to expect that the staff would have some
knowledge about wines, so if they didn't, this would definitely have an
impact on your view of the service quality. EXERCISES 1. Sum up the main ides of the text and retell
it in Russian. 2. Fill in the missing words from the box into the
text below.
As 1)__________
demand grows for products and services so to do the expectations of quality.
Recent findings from the Culture of Quality Report: Accelerating Growth and
Performance in the Enterprise showed that 53% of industry specialists said
their organisation planned on 2)__________
investment in quality programs within the next 18 months. The demand for quality is further on the
rise as research suggests that BRIC countries (Brazil, Russia, India and
China) are 3)__________ heavily in their
manufacturing capabilities to ensure that quality compares favourably with products made in other nations across the
globe. In a competitive environment, the ability to
deliver high-quality outputs in both products and service is integral to
business success. The Quality Manager will have a vital role in ensuring that
4)__________ quality and delivery of the product
remains high and is continuously improving to provide goods and services that
are market leading. The Quality Manager will need to have an
understanding of the marketplace, aspects of the product and service that are
relevant to the customer and how this impacts on the supply 5)__________. All this comes while ensuring costs are
managed within the budget of the business. Dependent on the size and 6)__________ of the company the Quality Manager could
report into numerous people. In large corporate environments with
multiple Quality Management roles, managers may report to a Head of Quality,
who in turn may report into a Supply Chain or Operations Director. Quality
Managers may even report directly to a departmental director. In smaller 7)__________
and engineering companies, the Quality Manager may report to a Managing
Director or Chief Executive. There are numerous daily aspects and duties
involved in the Quality Manager role. These might include: Implementing a company’s quality controls
and policies such as Lean Sigma or ISO standardisation
requirements. Researching and reviewing customer feedback
and using this to inform quality processes and decisions. Ensuring that processes meet 8)__________ standards. Implementing health and safety policies into
the overall quality management process. Monitoring the ongoing performance and
outputs of the quality process. Regularly researching the 9)__________ and competition to keep up to date with
industry developments. Undertaking internal quality audits. Direct staff and teams across the business
to ensure quality 10)__________ are implemented. Provide updates to senior managers and
directors around quality issues. Ensure that all suppliers meet the 11)__________ requirements of the company. What qualifications do you need to get into
a Quality Management position? Candidates will need to show sufficient
experience in 3 main fields such as: 1.Quality Control 2.Project Management 3.Engineering A degree background in Business, Quality
Management, Science or an Engineering related degree may be advantageous. Career progression within the Quality sector
may be supported with qualifications from the Chartered Quality Institute.
The CQI 12)__________ two levels of qualification;
The Level 3 Introductory Certificate in Quality Management and the Level 5
Advanced Diploma in Quality Management. Options are available to study
part-time and through distance learning. A quality manager would need to have: ·
Excellent
communication skills ·
Ability
to undertake market research ·
Planning
and project management skills ·
The
ability to interpret data and statistics ·
Relevant
skills with technology ·
Leadership
and management skills ·
Familiarity
with quality standards and processes Career progression for a Quality Manager may
be along several routes. Within a large company environment, there may be 13)__________ to progress to a Head of Quality or Director
of Supply Chain. Alternatively, in an SME environment, there may be
opportunities to gain promotions to board level roles such as Director of
Operations. There are also opportunities to undertake
freelance and consultancy based Quality Management services such as advising
other companies on how to attain ISO accreditation. Graduate salaries within a production or
manufacturing environment may start from approximately £20,000 per annum.
Experienced Quality Managers can expect salaries in the region of £46-£60k. If this is the career path you are looking
to progress in, then apply online today. There are many Telegraph quality
manager jobs available, in quality assurance, production, operations and
compliance. 3.
Read the following article and make
a rendering of it in English. Приоритетной целью в области качества является обеспечение ядерной и
радиационной безопасности объектов использования атомной энергии и
безопасности промышленно опасных объектов, а также укрепление
обороноспособности России и развитие её научно-технического потенциала путем
поставки высококачественной и надежной продукции. Стратегической
целью в области качества руководство АО «НИКИЭТ» считает обеспечение выпуска
конкурентоспособной на отечественном и зарубежном рынках, инновационной
продукции, не уступающей по качеству и надежности лучшим мировым образцам,
учитывающей современные научно-технические достижения и отвечающей
требованиям и потенциальным потребностям заказчиков, что обеспечивает
получение устойчивой прибыли для дальнейшего роста экономического состояния
АО «НИКИЭТ». Для достижения поставленных целей в области качества в АО «НИКИЭТ»
осуществляется: •Выполнение требований системы менеджмента качества организации, её
постоянное совершенствование на основе требований стандартов серии ИСО 9000 и
стандарта ГОСТ РВ 15.002 и повышение результативности; •Сертификация системы менеджмента качества при проектировании и
изготовлении оборудования в международном органе по сертификации; •Постоянный анализ современных и перспективных требований к продукции,
тенденций и достижений в области использования атомной и термоядерной энергии
и формирование требований заказчика на базе этого анализа; •Создание надежной продукции, удовлетворяющей требованиям заказчика; •Обеспечение эффективности использования выделяемых финансовых и других
ресурсов; •Реализация в процессе разработки и изготовления продукции
законодательных требований, требований по безопасности, установленных
федеральными нормами и правилами в области использования атомной энергии, а
также требований к качеству и надежности продукции, определяемых
национальными стандартами и нормативными документами в области использования
атомной энергии; •Проведение комплекса работ по постоянному совершенствованию
производственных и управленческих процессов ОАО «НИКИЭТ», применение гибкой
организационной структуры, адаптирующейся к конкретным условиям бизнеса и
производства; •Техническое перевооружение производственного комплекса, применение
современных технологий при изготовлении продукции, постоянное повышение
культуры производства; •Выбор надежных поставщиков качественного сырья, материалов,
комплектующих изделий и развитие сотрудничества с поставщиками на
взаимовыгодной основе; Своевременное принятие мер по предупреждению возможных
несоответствий на основе сбора и анализа данных о фактических показателях
качества продукции и процессов; •Постоянное повышение профессионального уровня специалистов АО «НИКИЭТ»; •Вовлечение каждого работника АО «НИКИЭТ» в процесс обеспечения
качества выпускаемой продукции при лидирующей роли руководителей всех уровней
в вопросах обеспечения качества; •Мотивация персонала и создание условий труда, обеспечивающих
качественное и безопасное выполнение работ, забота о здоровье работников; •Создание личной заинтересованности каждого работника в конечных
результатах деятельности коллектива. Part B Quality managers aim to ensure that the
product or service an organisation provides is fit
for purpose, is consistent and meets both external and internal requirements.
This includes legal compliance and customer expectations. A quality manager, sometimes called a
quality assurance manager, coordinates the activities required to meet these
quality standards. Quality managers monitor and advise on the
performance of the quality management system, produce data and report on
performance, measuring against set standards. They liaise with other managers and staff
throughout the organisation to ensure that the
quality management system is functioning properly. Where appropriate, they
advise on changes and how to implement them and provide training, tools and
techniques to enable others to achieve quality standards. Quality managers use a variety of measures
and management systems, such as total quality management. Their work is specialised
and the exact tasks carried out vary depending on the nature of the employing
organisation. They may be involved in some or all
of the following: •devising and establishing a company's
quality procedures, standards and specifications; •reviewing customer requirements and making
sure they are met; •working with purchasing staff to establish
quality requirements from external suppliers; •setting standards for quality as well as
health and safety; •making sure that manufacturing or
production processes meet international and national standards; •looking at ways to reduce waste and
increase efficiency; •defining quality procedures in conjunction
with operating staff; •setting up and maintaining controls and
documentation procedures; •monitoring performance by gathering
relevant data and producing statistical reports; •making suggestions for changes and
improvements and how to implement them; •using relevant quality tools and making
sure managers and other staff understand how to improve the business; •making sure the company is working as
effectively as possible to keep up with competitors. •Starting salaries for quality managers are
in the region of £20,000 to £25,000. It is often expected that you will have
prior experience of working in quality or the relevant industry and so some
starting salaries may be larger. •With experience, you could earn around
£25,000 to £40,000 depending on the level of the role and industry it is in.
Some senior managers may achieve salaries higher than this. Working hours and conditions vary between
sectors, but early starts and late finishes may be required, as well as shift
work, particularly in manufacturing. Other sectors may provide regular office
hours. Career breaks are possible, but quality
assurance techniques change and develop rapidly so it is important to keep
your knowledge up to date. What to expect •Work may be office based, as in customer
service operations, or laboratory based, as in process industries. •Once experience has been gained,
self-employment and freelance work are possible by working as a consultant to
small firms or trainers. •Jobs are available in organisations
throughout the UK. Quality management is practised
in all industries in the public and private sectors and by firms and organisations of all sizes. •Travel within a working day depends on the
employer and may sometimes be frequent. •Absence from home overnight and overseas
work or travel may be required; for example, for visiting customers, carrying
out supplier audits, meeting to discuss quality plans or investigating particular
quality issues. This area of work is open to all graduates
but a degree in a relevant area, such as business management, will be
particularly helpful, especially if it includes quality management modules. Jobs in certain sectors may require
industry-specific qualifications so degrees in the following subjects could
be useful: •physical/mathematical/applied science; •engineering and manufacturing; •textile technology; •polymer science/technology. Relevant HND subjects are the same as those
at degree level as well as production, materials science and printing and
clothing technology. A degree or HND in any subject that is
specific to the industry in which you wish to work will be helpful. Entry without a degree or HND is sometimes
possible with substantial experience and training. It is also useful to gain membership of a
relevant professional body, such as the Chartered Quality Institute (CQI).
This provides regular newsletters, networking opportunities and free and
discounted events. In addition to industry-specific competence,
potential employers will look for evidence of the following skills: •communication; •persuasiveness; •interpersonal skills; •problem solving; •organising and
planning; •numerical and statistical ability; •an aptitude for analysis; •teamworking; •appreciation of other work disciplines,
such as engineering and science. Many quality managers move into the job once
they have got experience elsewhere in the company or industry. This could be
in project management or quality control roles or other areas that help to
show they have knowledge of how a company or organisation
operates. If you do not have this experience it may be
helpful to take a relevant postgraduate qualification to show you have an
understanding of the area. Specific masters are available in quality
management and in subjects for more specific industries, such as food quality
management. Search for postgraduate courses in quality management. You may be able to start work at a lower
level such as quality control technician and work your way up to the role of
quality manager. Try to obtain a relevant vacation job, seek
out and talk to staff in supporting roles or arrange a work-shadowing
placement to give you some background knowledge and experience. Quality managers work in an increasingly
wide range of industries. Many large companies and public sector organisations require quality professionals to ensure
certain standards are met across goods, customer service and legal
compliance. Manufacturing organisations
are a big employer across mechanical engineering, civil, chemical, electrical
and electronic engineering, as well as the pharmaceutical, textile, chemical,
and food and drink industries. Many other larger service providers,
including healthcare organisations, banks, educational
establishments, legal practices and government departments employ quality
professionals. Look for job vacancies at: •CWJobs •New Scientist Jobs •Quality Jobs – official jobs board of
Chartered Quality Institute (CQI) •Journals, recruitment websites and agencies
associated with particular industries or service providers. •Careers service vacancy lists. •National and local press. Get more tips on how to find a job, create a
successful CV and cover letter, and prepare for interviews. Major employers run graduate training programmes, which enable you to learn about all aspects
of the organisation and provide experience through
projects and other hands-on work. Specialised qualifications are available through the
Chartered Quality Institute (CQI). These start at the introductory Level 3
with a Certificate in Quality Management. This is aimed at new and potential
quality managers and provides an understanding of what is involved in quality
management in an organisational context. Following this there are various Level 5
qualifications you can take which include: •Certificate in Systems Management; •Certificate in Assuring Service and Product
Quality; •Certificate in Managing Supply Chain
Quality; •Certificate in Quality Improvement for
Business; •Certificate in Quality Management Systems
Audit; •Diploma in Quality Management. When you have built up at least five years» experience
in quality management, you will be eligible to apply for full membership of
the CQI. If you then commit to carrying out a programme
of continuing professional development (CPD) you can achieve chartered
quality professional status. This will help with career development and show
you have reached a recognised standard. Most employers support CPD as it allows you
to maintain and develop expertise as well as build networks with colleagues
in other locations. If you work for a smaller company, you may find that you
need to take responsibility for arranging and funding your own development
and training. Relevant courses and events are run by the: •Chartered Quality Institute (CQI) •Chartered Management Institute (CMI) Quality managers also need to have a working
knowledge of the national and international quality standards that are
relevant to the job. For more information on these see the British Standards
Institution (BSI). Career development prospects are good.
Quality managers are able to progress while remaining within the quality
function, which is becoming increasingly prestigious and central to organisations» activities, with appointments being made
at all stages of management up to board level. Work in quality assurance (QA) can also lead
to management jobs in other areas of the business, such as: •production; •health and safety •technical sales; •human resources; •customer relations. Your immediate prospects may depend on the
size and type of the organisation for which you
work. In large organisations,
you may have more opportunities to specialise in a
particular process area and to advance through the corporate structure. In a small organisation,
there may be the possibility to practise quality
assurance in several different functions across the business, to feel closer
to the front line of business activity, and to see the direct commercial
impact of your contribution. Becoming a chartered quality professional
may help your career prospects as it shows you have reached a recognised standard. You will need to be either a member
or fellow of the Chartered Quality Institute and contribute towards
continuing professional development (CPD). More information is available at
Chartered Quality Professional (CQI). With significant experience, it may be
possible to work as a self-employed consultant, working on various quality
projects for different organisations. EXERCISES 1.
Sum up the main ides of the text
and retell it in Russian. 2. Fill in the missing words from the box into the
text below.
Documented 1)_________
and policies are essential to quality assurance. Managers prepare and update
quality documentation, 2)_________ their processes
on a recognized standard such as ISO 9000 – Quality Management, published by
the International Organization for Standardization. If companies must comply
with customers» quality standards or 3)_________
accreditation to a standard, such as ISO 9000, managers must develop
appropriate processes and train employees in preparation for a quality audit. Quality assurance 4)_________
supervise teams of inspectors who carry out the detailed assessment of
products and their components at different stages of production. Managers
recruit and train supervisors, and 5)_________ them
with documented quality standards as guidelines for their day-to-day work.
Managers also select quality 6)_________ tools and
software to support the inspection team. To ensure that employees working in
production are aware of quality requirements, quality assurance managers
provide training in best practices. They aim to make production 7)_________ responsible for managing their own quality
standards. To promote a culture of quality, managers run awareness and award
programs. When companies develop new products, quality assurance managers
work with the product development team to 8)_________
quality standards. Suppliers of components and materials play
an important part in a company’s 9)_________
process. Quality assurance managers work with suppliers to help formulate
quality standards for the goods. This 10)_________
that incoming components and materials will comply with the manufacturer’s
quality standards, 11)_________ the time and cost of inspection, and
contributes to the quality of the finished product. Quality assurance managers review
statistical data from the production lines to identify quality problems. They
analyze the data and 12)_________ changes to
production processes or quality controls to eliminate the problem. They also
analyze records of 13)_________ returns to identify
specific problems or trends over time. Quality assurance managers develop and
monitor continuous improvement programs, aiming to 14)_________
the number of defects and improve levels of quality. Continuous quality
improvement reduces manufacturing costs and improves overall product quality.
3. Read the following article and make a rendering
of it in English. Основные принципы организации технического контроля: ·
распространение контроля на все элементы и
стадии производственного процесса; ·
соответствие методов и форм контроля
особенностям техники, технологии и организации производства; ·
обоснованность экономическими расчетами
эффективности организации технического контроля; ·
обеспечение системой контроля четкого
распределения обязанностей и ответственности между отдельными исполнителями и
подразделениями предприятия. Виды технического контроля: профилактический (предупреждение брака),
приемочный (выявление и изоляция брака), комплексный (профилактика и приемка)
и специальный (инспекция состояния производства). Методы контроля: ·
контроль наладки (контроль детали) – это
проверка совпадения установленных требований к качеству продукции в начале
выполнения той или иной производственной операции; ·
летучий контроль – периодическая или
эпизодическая проверка качества продукции непосредственно на рабочих местах; ·
статистические методы контроля – группа методов изучения закономерностей изменения качества продукции; ·
выборочный контроль (однократный,
многократный и непрерывной выборки); ·
сплошная проверка; ·
физикотехнический
контроль. По используемым средствам контроля различаются измерительный,
регистрационный, органолептический, визуальный способы, а также по
контрольному образцу и технический осмотр. Следует заметить, что аппарат технического контроля на промышленных
предприятиях достаточно велик (в машиностроении 3— 10% от числа рабочих). Все операции технического контроля централизуются в отделе технического
контроля (ОТК). Исполнителями контрольных операций являются многие службы
предприятия. При этом указанные операции весьма разнообразны: контроль
геометрических форм и размеров, внешнего вида продукции, физико-механических,
химических и других свойств материалов и полуфабрикатов, технологических
свойств (пригодность для обработки на последующих операциях), контрольносдаточные испытания, контроль
за соблюдением технологической дисциплины. Part C The role of quality manager is common at
many companies, and this individual has often been designated as the quality
management representative that was required in the previous version of ISO
9001. However, now that the ISO 9001:2015 standard has removed the
requirements for a quality management representative, is there any
requirement from the standard for a quality manager? This article will look
at what requirements are in the new Quality Management System (QMS) standard
and how they could be implemented. While there are no direct requirements for a
quality manager in ISO 9001:2015, there are many required activities that fit
well with the traditional role of a quality manager. If you are looking at
what a quality manager does, which can meet some of the requirements of the
ISO 9001:2015 standard, these activities could be included in the job
description, or part of the team that works with the quality manager: •Understanding the needs of interested
parties: Clause 4.2 requires that the company determine who the interested
parties of the QMS are, such as customers and suppliers, and determine what
the requirements of these interested parties are. Performing this task and
keeping the information up to date is one task that is often within the job
description of the quality manager. •Establishment and continual improvement of
the QMS processes: Once the company processes and their interactions are
determined and implemented per clause 4.4, this process flow mapping needs to
be maintained in order to track the continual improvement of the QMS.
Maintaining an overall process integration flow is one activity that many
quality managers perform. •Customer focus and product conformity: When
looking at customer focus in clause 5.1.2, there is a need to determine the
risks and opportunities that can affect product conformity. Managing the
risks and opportunities for product quality could be one of the tasks of the
quality manager, and is further elaborated in clause 6.1 of the ISO 9001:2015
standard. •Responsibility and authority for the QMS:
In Clause 5.3 there is a need for top management to assign responsibility and
authority for many activities of the QMS such as ensuring QMS conformance,
promoting customer focus, and reporting on QMS performance. A quality manager
has been the traditional employee to be given this responsibility. •Quality objectives: Monitoring the quality
objectives (clause 6.2) that have been established and reporting this to top
management is another traditional role of the quality manager. Having one
person focus on the management of this important activity is a good idea to
provide focus and direction. •Internal and external communication:
Communicating with customers (clause 7.4) on quality matters is most easily
done if you have one point of contact such as a quality manager. This way
your customers know the best person to call to get answers when problems
occur, rather than taking time to find the right person. Likewise, it is best
if your employees receive QMS information from one source. A quality manager
is ideal to fill these roles. •Release of products and services: In
section 8.6 the requirements ask that you determine the planned arrangements
to verify the products and services and indicate that the products and
services have successfully met the requirements. The people who perform these
inspections often report to a quality manager, so the quality manager would
direct and control these operations within your company. •Internal audit planning & management:
Of all the requirements in clause 9 for performance evaluation, the
requirements for managing the internal audit most easily fit into the
traditional role of a quality manager. Having one overall person responsible
for this activity can once again focus the resources to perform the auditing
role within the company. The quality manager can provide this focus,
direction, and control for QMS audits. •Nonconformity and corrective action: Having
a quality manager in charge of the nonconformity and corrective action
processes per clause 10.2 is another traditional role of the quality manager.
With one owner, these processes that are used throughout the organization can
be better controlled so that one process is used everywhere and best
practices are incorporated by everyone. For more information on the changes to the
requirements on the quality management representative in ISO 9001:2015, see
this article on What will be the destiny of the management representative in
the new ISO 9001:2015? As has been stated, there are no
requirements that say you need to have a quality manager, but the above tasks
are necessary within the quality management system and can very easily fall
within the traditional roles assigned to a quality manager. It is important
to remember that even if you do use the position of quality manager to be
responsible for the above tasks, that does not mean
that they are the sole person to perform all these tasks. A QMS needs to have the support of all the
members of top management, and it is critical to remember that just having a
quality manager is not a replacement for a fully supportive top management
team – no matter how good the quality manager is. EXERCISES 1. Sum up the main ides of the text and retell
it in Russian. 2. Fill in the missing words from the box into the
text below.
Food quality 1)_________ managers are responsible
for managing quality and safety standards of food products and food
manufacturing. An 2)_________ degree in food
science, or a graduate degree plus 3)_________ experience is typical for
entering this field. Food quality assurance managers must be knowledge about
quality standards, government regulations for the food industry, safety
procedures, and managerial tactics. Food 4)_________
assurance managers oversee the overall quality and safety of a company's food
products. For individuals interested in 5)_________
in the food industry in a managerial capacity, this career may be an option
to consider. A baccalaureate 6)_________ in a
food-related discipline, such as food science, is required to be considered
for a job as a food quality assurance 7)_________; however, a graduate degree
in a similar field and/or professional experience in food 8)_________ or
other food-related industry can be very helpful in securing employment. 3. Read the following article and make a rendering
of it in English. Обеспечение качества выпускаемой продукции – одна из важных функций
организации производства на предприятии. Для реализации этой функции на
предприятии формируется система обеспечения качества продукции,
представляющая собой комплекс организационных мероприятий, имеющих своей
целью создание необходимых условий для выпуска продукции должного качества. Международный стандарт ИСО серии 8402 трактует понятие обеспечения
качества как «все планируемые и систематически осуществляемые виды
деятельности в рамках системы качества, а также подтверждаемые (если это
требуется), необходимые для создания достаточной уверенности в том, что
объект будет выполнять требования. Проверка соответствия продукции установленным
требованиям обеспечивается системой технического контроля, основными
объектами которой являются: конструкторская и технологическая документация;
сырье, материалы, полуфабрикаты, комплектующие изделия; оборудование,
инструменты и технологическая оснастка; процессы получения заготовок,
изготовления полуфабрикатов и деталей, сборки узлов, агрегатов и изделий;
готовая продукция (детали, узлы, изделия). Система технического контроля на современном предприятии кроме объектов
включает в себя задачи, принципы, виды, методы и средства контроля. Задачами технического контроля являются: обеспечение
использования в процессе производства только доброкачественных предметов,
средств и орудий труда; предупреждение, обнаружениеи
устранение всех отклонений от нормального хода производственного процесса;
изучение причин, влияющих на снижение качества продукции, и разработка
рекомендаций по сокращению брака и улучшению качества продукции;
предупреждение попадания к потребителю некачественной продукции; контроль за
соблюдением технологической дисциплины и общей культуры производства;
сортировка годной и бракованной продукции, учет продукции и заключительное
оформление технической документации о степени ее готовности. |