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Improving the quality of a product is incredibly difficult. There are too many factors to consider in order for everything to go as planned. With the wrong approach, it is like Sisyphean labor: you manage to introduce an improvement for a short time, but after a while everything returns back. Therefore, every leader (businessman, manager) needs a tool that will help in this and allow for improvements. One of them is a model designed by Philip Crosby, which he published in his book Quality is Free in 1979.

Crosby argued that every individual should take responsibility, not just the leader. Here are 14 steps that will help your company improve the quality of both products and services, and every aspect of operations.

Get support

You need to enlist the support of both team members and senior management. At this stage, it doesn't really matter. Be honest and direct about what you want and why. Upgrade your skills.

Create a team

No team anywhere. Gather the most different people because you need to get as many different points vision. Team members must allocate time and find the resources needed to improve the quality of products.

Evaluate the current quality

If you work in manufacturing, this will be easy enough because you have clear criteria. However, if you are in the service business, things can get a lot more complicated.

Figure out what's wrong with your company and look for weaknesses. What are the customers complaining about? Where are you losing money? Find out all the reasons. Also ask your employees.

Estimate costs

You should know the approximate amount that it will cost you to improve the quality of products and services. Calculate everything, because any change entails others, and with them, costs increase.

Communicate to your team the importance of change

Take corrective action

Your employees may have their own understanding of the situation. You need to find out how they evaluate what is happening. If their opinion differs from yours, take corrective action and change the original plan. This way you will show how much you value the opinion of your employees and you will not need to motivate them additionally.

Create a Zero Defect Committee

Zero effect is the standard to strive for. It is very important not to lower the quality of the service and product below this standard. Choose three or four people and ask them to monitor the quality.

Provide training for managers

All your managers should not only understand the importance of change, but also be able to improve quality, as well as follow the process. If necessary, send them to courses.

Enter Zero Defect Day

On this day, you will instill a new philosophy in your employees. This is a difficult and long process, but the more often you practice such days, the sooner you will change the way your employees think.

Set Goals

Use the technique and set goals for 30, 60 and 90 days. In this way, you will increase the concentration and awareness of your employees. Try to align people's personal values with company values.

Look for mistakes

There will be a lot of mistakes, especially at the beginning. It is important not only to find them, but also to adjust your plan depending on the data that you receive in the process.

Recognize Achievements

Achievement can be not only improving the quality of the product and service, but also the performance of your employees. Celebrate every small success verbally, and celebrate every big success with the team.

Practice regular meetings

People need to understand how things are going to improve quality. Keep them up to date and communicate everything you need. Your employees need to understand why they work so long and hard.

Repeat the 13 steps over and over

Crosby says it typically takes 12 to 18 months to implement a change, but it depends on the size of the company and its plans. If you managed to reach main goal, set more ambitious ones and repeat these steps again.

Remember that improvement should never stop. Work not only on your products, but also on yourself. We wish you good luck!

One of the fundamental principles of building a quality management system is the principle of the process approach. In accordance with it, the production of products, services and enterprise management are considered as a set of interrelated processes, and each process is considered as a set of purposeful operations that transform process inputs into outputs and have their own suppliers and consumers. The implementation of this principle radically changes the existing approach to management, which is based on a hierarchical organizational structure.

Process approach suggests:

identification and identification of existing processes;
analysis, design of new or redesign (reform or reengineering) of existing processes;
establishing clear responsibility for processes (rather than for functions and elements);
organization of resource support for processes, identification of external and internal suppliers and consumers;
determination of criteria for the efficiency of processes, building a system for measuring, monitoring and analyzing process parameters.

The advantage of the process approach is the continuity of control, as well as the combination and interaction of processes.

In the process approach, quality control is carried out by comparing the planned quality indicator with its actual value, and if quality can be controlled, then it can also be managed.

The conceptual basis of ISO 9000 standards is process approach with statements:

all work is done by processes;
every organization exists to do value-adding work;
the organization must define, establish and manage its network of processes and interfaces.

The sequence of building and optimizing quality management systems boils down to the following steps:

development of future management based on the process approach;
introduction of "process thinking" (informing and training);
analysis of the processes operating at the enterprise;
differentiation of processes and definition of "junctions";
classification and grouping of processes;
defining indicators and evaluating processes;
documentation structure for the entire system;
process optimization.

The last stage is the most responsible and is associated with the adoption of final decisions. The continuous improvement of processes within an enterprise, as well as the resulting improvement in products, creates an atmosphere of trust within the enterprise, ensures long-term success and maintains the credibility of the quality of systems development.

Continuous improvement process

The strategic goal of the organization is the continuous improvement of processes to improve the organization's performance and provide benefits to its stakeholders.

The improvement process is iterated on the remaining problems, as well as the development of goals and decisions for further improvement of the process.

To promote employee engagement and awareness of improvement activities, management should consider measures such as:

the formation of small groups with the choice of leaders by the groups themselves;
allowing employees to manage and improve the workspace;
increasing knowledge, gaining experience and improving the skills of employees as part of general activities quality management organizations.

Available two main approaches to continuous process improvement:

breakthrough projects leading to either the revision and improvement of existing processes or the introduction of new processes; as a rule, they are carried out by multidisciplinary teams outside the normal activities;
activities for incremental continuous improvement carried out by employees within existing processes.

Breakthrough projects typically involve redesigning existing processes and include:

goal setting and short description improvement project;
analysis of the existing process and the possibilities of its change;
defining and planning process improvement;
implementation of the improvement;
verification and validation of process improvement;
an assessment of the improvement achieved, including lessons learned.

Breakthrough projects are managed effectively and effective way using project management methods. Once the change is made, the new project plan serves as the basis for ongoing process management.

People in an organization are the best contributors to ideas for continuous process improvement and often take part in working groups. Step by step continuous process improvement activities should be managed to understand their implications. The people involved in the organization need to be empowered, technical support And necessary resources for changes related to improvement.

Continuous Improvement using either of these two methods includes:

reason for improvement- a process problem should be identified and an area for improvement selected, indicating the reason for working on it;
actual situation- the effectiveness and efficiency of the existing process should be evaluated, for which it is necessary to collect and analyze data to identify the types of problems that occur most often; select a specific problem and set a task for improvement;
analysis- the root cause of the problem should be identified and verified;
identification of possible solutions- explore alternative solutions, for which it is necessary to select and implement The best decision, i.e. one that will eliminate the root causes of the problem and prevent its recurrence;
impact assessment- it should be confirmed that the problem and its root causes have been eliminated or their impacts reduced, that the solution has worked and the improvement task has been completed;
implementation and standardization of a new solution- it is necessary to replace the old process with an improved one, thus preventing the recurrence of the problem and its root causes;
evaluating the effectiveness and efficiency of the process after completion of the improvement actions— The effectiveness and efficiency of the improvement project should be evaluated and consideration should be given to applying its solution elsewhere in the organization.

It is necessary to constantly improve the quality of all processes leading to an improvement in the quality of the output product. Continuous quality improvement is one of the main elements of the success of the quality strategy.

Juran was the first to talk about continuous quality improvement. The theory of quality management he proposed consists of three stages of quality assurance, called the "Juran Trilogy":

Quality planning, applied at the planning stage of processes capable of meeting the requirements of standards;

Quality control applied to know when the current process needs to be adjusted;

Quality improvement, which helps to find the best ways to improve the process.

Rice. 4. KAIZEN and KAIRYO system

Quality improvements can be of two types (Figure 4):

Large;

A series of small constants.

Major improvements involve a one-time drastic reorganization of the process and require large investments. A major improvement in quality is associated with the use of fundamentally new technologies, an example of which can be technologies in the transition from vacuum tubes to semiconductors, and then to integrated circuits. Improvements of this kind are called KAIRYO by the Japanese and are characteristic of the Western way of thinking.

Kayrio's upgrade system is characterized by the following features:

It does not require much human effort, but requires large investments;

Only a few specialists are involved in the improvement system;

Only a limited number of technologies need to be used;

With small improvements, the effect of a single step is very small, but a large series of such widespread and permanent improvements gives an effect that is quite commensurate with that provided by improvements of the first type, but with much less investment. This approach is typical for Japanese management. The Japanese call this kind of improvement system Kaizen.

The KAIZEN upgrade system is characterized by the following features:

It takes a lot of human effort and little investment;

Everyone is involved in the improvement system;

A large number of small steps are needed;

The system is designed as a philosophical approach, consistent with the philosophy of TQM.

For a long time in our country, the cost of quality was associated with the cost of ensuring a given quality. At the same time, the costs of quality are associated primarily with the costs of correcting defects.

The costs associated with poor quality, according to the Juran trilogy, can be divided into costs associated with a chronic level of defectiveness and costs associated with episodic (sporadic) marriage (Fig. 5). Managers usually pay attention

Rice. 5. Change in costs to poor quality product in line with the Juran trilogy.

only for sporadic rejects, but significantly greater reserves for process improvement are associated with a decrease in the level of chronic defectiveness and a transition to a new quality control zone at a lower level of chronic rejects. As can be seen from fig. 5, quality management is carried out in a pre-planned area. This is a zone of chronic marriage, which is planned initially when planning the process. For example, more than 30 years ago, one defective transistor per 1000 pieces used in the assembly of equipment was planned, and today one defective transistor per 1 million transistors is planned. As a rule, they begin to get used to a chronic marriage.

Usually, they begin to pay attention to improving the quality of the process only after the appearance of a sharp jump in rejects. Then, analyzing its causes, they come to the conclusion about the revision of the level of chronic defectiveness and, as a result of the developed action plan, they move to a new quality control zone at a lower level of chronic defects. At the same time, sporadic marriage, as can be seen from Fig. 5, led to high costs, although it made it possible to plan their further reduction when moving to a new quality management area. At the same time, if the quality of the process were constantly improved (in accordance with the Kaizen system), it would be possible not only to avoid sharp jumps in marriage, but also to constantly reduce it.

Suggestion system. One of the main ways to use the experience and knowledge of all employees is to stimulate their suggestions for improvement. In the most successful Japanese companies, more than half of all employees are actively involved in quality improvement work, for example, through suggestion systems. An example is the company Toyota, which since the early 1950s has organized a system of proposals among its employees.

There are many reasons why suggestion systems work so well for Toyota. One of them is that every suggestion gets a response, usually within 2 hours. A person suggesting an improvement should not wait and hope that someone will take care of their suggestion. Another reason is that Toyota has a system of awards for the best proposals. The best development or proposal is awarded a medal, money or admission to the "Club Good Ideas"(" Good Idea Club "). However, the most important reason for the productivity of the systems is that the management staff takes the proposals submitted seriously and really uses all the ideas for improvement.

The essence of continuous (permanent) improvement is reduced to the following stages of solving quality problems.

1. Organization of the project:

Selecting problems to solve;

Selection of a team to solve the problem.

2. Diagnostics:

Analysis of symptoms;

Putting forward hypotheses to explain the reasons;

Hypothesis testing;

Selection and specification of the main reasons.

3. Search for a solution:

Use of alternative solutions and their comparative analysis;

Development of solutions and control systems;

Resilience to change;

Implementation of solutions and control systems.

4. Maintaining what has been achieved:

Checking the operation of the new system;

System monitoring.

The last (4th) stage is the stage of standardization of the new system, which will need to be guided (SDCA cycle) when monitoring (tracking) the system with the help of its control. This stage is the most important, allowing, based on the results of monitoring the process, to find out further ways to improve it.

The improvement strategy and related continuous quality improvement activities are shown in Figure 1. 6.

Rice. 6. Relationship of planned quality improvement strategy to campaign activities

Involvement in the work to improve the quality of all

In order for a quality strategy to be successful, both internal and external customers must not only be satisfied and involved in the process that provides this satisfaction, but also be directly involved in the continuous improvement of the quality of this process.

The Kaizen improvement system, using little investment compared to the Kairi system, requires constant efforts of all participants in the process to improve it. That is why no participant in the process should be left out of this work either due to personal disinterest or due to the opportunities not provided to him to be involved.

As already emphasized earlier, the success of the quality strategy pursued by the company is inconceivable without the involvement of the top management of the company (top manager) in the quality improvement process. Leadership and coordination of actions in this matter are of great importance. However, the success of continuous quality improvement according to the Kaizen system can only be ensured if the company's management provides the opportunity and encourages participation in the quality improvement work of each employee of the company. That is why the concept of continuous quality improvement predetermines the involvement of each employee, regardless of his position in this company, in activities to improve processes, products, services. Only in this way can the experience and skills of all staff be used to the maximum.

The elimination of functional barriers in the service hierarchy is one of the necessary conditions that a manager must provide in order to involve all employees of the company in the work to improve the entire process as a whole.

When applying the correct cycle of relationships between management and subordinates, the conditions for collective work are created to achieve the goal, i.e. necessary conditions for the successful application of the Kaizen improvement system.

For the effective participation of each employee of the company, it is necessary:

vesting employees with responsibility and rights corresponding to the work performed;

revealing the real interest of employees in the results of their work;

encouraging performance improvement.

The involvement of all suppliers in quality improvement is also a prerequisite for the success of the company. The current trend is to reduce the number of suppliers, even if this does not result in the lowest cost of supplied materials.

The main task of companies working in terms of TQM with suppliers is their joint participation and interest in the continuous improvement of the quality of the final product, responsibility, confidence in the quality of the material supplied by the supplier.

Providing opportunities for workers to influence the course of processes is associated with the concept of “policy of dispersal”.

Policy deployment (policy deployment) - endowing each element of the organizational structure of the enterprise with certain functions to improve the quality of production as a whole by transferring management functions to them (dispersion throughout the enterprise, in particular, the rights of the manager, corresponding to certain duties of the performer in matters of quality improvement).

Top management develops company-wide goals and mobilizes company resources to achieve them. Then they are brought to the next level, where the goals and resources for the entire level are specified, and then there is a transition even lower on more

We list some criteria that directly affect the quality of life, and tell you how to change them in better side. Individually, these changes may seem small, but together they make a big difference in how happy and fulfilled you feel.

Health

How does it affect the quality of life

Any health problems reduce the quality of life. However, not all people seek to quickly get rid of pain and discomfort, continuing to endure and hope that the body will cope on its own.

In some cases this is true, but not in all. For example, if you feel pain in your tooth when you eat sweets, it is understandable that the tooth will not recover on its own. By postponing a visit to the dentist, you simply worsen the quality of life and exacerbate the problem.

How to change

Don't neglect your health. Go to the dentist if you know you have cavities. So you keep your teeth longer, without leading to pain, removal and prosthetics.

Women should do breast ultrasound every six months: breast cancer ranks first among women's oncological diseases and is well treated in the early stages.

Do not tolerate pain in the lower back and neck after a working day - go to a surgeon or a chiropractor without waiting for a hernia and pinched nerve.

Make health a priority and you won't have to deal with the consequences of your negligence.

Nutrition

How does it affect the quality of life

Junk food impairs health and shortens life, spoils well-being and leads to obesity, which significantly reduces the quality of life.

Yes, the quality of food to some extent depends on the level of income: healthy foods like red fish and beef, out-of-season fruits and vegetables, nuts are quite expensive. However, by reducing the amount of fast food, sweets and other junk food, it is quite possible to buy healthy products even with a limited budget.

How to change

Switching to a healthy diet is quite easy, the main thing is to learn and clearly define why you are doing it. By the way, you don't have to spend a lot of money to eat healthy: here's how to save on food and eat right.

Bad habits

How do they affect the quality of life

Dependence on cigarettes, alcohol, sweets reduces the quality of life. You spend several thousand rubles a month on something that most often does not bring pleasure and benefit, you experience negative emotions from public condemnation, or you yourself condemn yourself for being weak. In addition, your addictions, like junk food, are bad for your health and shorten your life.

How to change

To fight bad habits you need a target and a replacement.

A goal will help support your determination to get rid of the addiction during the withdrawal process. Ideally, this goal should have a real result that can be tracked. For example, improving performance in sports.

However, no goal will help you last if you don't have a replacement. Addiction serves as a source of pleasure and helps to cope with stress, so you need to find something that replaces the usual actions.

Try to go in for sports, start a hobby, meet new people. Such pleasures will help you get rid of stress and change the environment, which is also very useful when fighting bad habits.

Order in life

How does it affect the quality of life

One of the criteria for the quality of life is domestic comfort, which is impossible without cleanliness and order. Clutter reduces concentration, increases stress levels and causes negative emotions. Clutter in the home reduces comfort and even causes people to consume more unhealthy food. Clutter, Chaos, and Overconsumption. .

How to change

To keep your home from becoming overgrown with dust and rubbish, start to fight the mess:

put things in their places;
wash dishes immediately after eating;
throw away things you don't use;
do a general cleaning once a month.

Satisfaction with life

How does it affect the quality of life

If the standard of living is determined by objective indicators, such as the level of income, working conditions, opportunities for education and recreation, then the quality of life often depends on the subjective opinion of a person - whether he is satisfied with his life or not, how he evaluates its conditions.

It turns out that the quality of life can be improved under any external conditions, simply by changing your attitude to what is happening.

How to change

Very often we are not upset by real events, but by memories of the past or fear of the future. If you learn to focus on the present moment without thinking about the past or the future, the source of much anxiety, stress and negative thoughts will disappear. Due to this, psychological comfort and satisfaction with life will increase.

At first, focusing on the present moment, or, in other words, will require effort from you. In order not to tire yourself, try practicing mindfulness not all the time, but several times a day, for example, while cleaning or eating.

Meditation also helps to accustom yourself to awareness. Just do not try to immediately meditate for a long time: you will quickly get bored, and you will no longer be able to force yourself. Start slowly and form a habit - this is the key to success in any business.

As you can see, to improve the quality of life, it is not necessary to earn twice as much. Sometimes it’s enough to fix a tooth that has been bothering you for a week, feel a surge of energy from a healthy lunch, clean up the trash on your desktop and notice what delicious coffee you are drinking or how glad you are to see your friend.

What factors and technologies influence the improvement of people's quality of life? Each person should strive for the development of his personality - this is an integral process of evolution. Understanding and developing the skills below will help improve the quality of your life. It will also inevitably become a catalyst for improving the lives of those around you.

Content

Improving the quality of people's lives

The first condition for improving the quality and standard of living is honesty towards oneself and towards other people. It is necessary to have an understanding of what is right and what is not. For example, to do good deeds, to do charity work, to act according to the inner convictions of one's conscience. Without any doubt, it cannot be built on self-interest and lies.

The second program to improve the quality of life is positive attitude . To improve your standard of living, you need to take this skill as the basis of your thinking. There are times when people are faced with difficult circumstances that at first glance seem insurmountable. Most people, in this case, fall into a prolonged depression. In addition, they try to cure their wounds with alcohol or other drugs. All this can lead to serious consequences. An effective method in this situation is precisely a positive attitude and self-confidence. And also the belief that there are no insurmountable obstacles. There is always a way out and you must do your best to find it.

What do you need to be completely happy?

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Conditions for improving the standard of living

To improve your standard of living, observe the third condition - this is distribution of duties. The life of a purposeful person is full of many small things and big tasks. As a rule, in the cycle of events, people solve urgent small matters, neglecting the really important tasks. This is the essence of the problem, you need to learn how to do the important things first, and then everything else. For example, first solving important issues you will be able to realize your potential. In this case, there will be an improvement in the quality of life. If there is not enough time for small things, you need to learn how to delegate them to other people. The fourth skill will help you with this.

The fourth goal of informatization is to improve the quality of people's lives -. Communication skills such as: competent, structured speech are of great importance. In addition, each person must develop in this direction. However, they do not play a decisive role in achieving the goals. Of course, the inner state of a person is more important. Ability to listen and understand the wishes of the interlocutor. The development of this skill will allow, first of all, to determine the goals of the people around. And as a result, move on to reaching compromises that will satisfy your desires. Thus, in most cases, you will develop a trusting, partnership relationship. And as a result, there will be an improvement in the quality of life.

Improving health and quality of life

The final, fifth program is. The world is constantly changing. Old methods are improved, new technologies appear, etc. If you are fluent in your craft, but don't improve it sooner or later you will have problems. This activity may become outdated or irrelevant. A successful person must constantly learn. And also look for new methods, use other tools, share and borrow experience from other people.

If you develop all five technologies and skills to perfection, you can count on. In addition, to receive positive emotions from interaction with other people.

Do you have a dream or a goal in life?