Quality management system for products and services for mining enterprises

The management of the quality of products and services is one of the criteria for the successful operation of enterprises in industrialized countries. The increase in the share of high-quality products in the commodity portfolio of domestic producers will allow increasing the rates of economic growth, improving the living standards of the population, and strengthening the competitiveness of domestic producers, which will facilitate their successful promotion in the external and internal markets [1, p. 75].

This article analyzes the functioning of the quality management system at the enterprise Okterakt LLP, which manufactures equipment and products for the mining and processing industry, and also provides services in the field of their installation using a wide range of materials, in particular polyurethane elastomers [2, p. 75].

The main types of products and the list of services provided by Okterakt LLP are presented in Figure 1.

The list of technical services of Okterakt LLP includes:

1) delivery, installation and adjustment of equipment and engineering systems;

2) consulting in the field of operation and maintenance of equipment and engineering systems;

3) services of experts of various profiles;

4) technical support and support [3, p. 126].

The main methods of the quality management system for products and services of Okterakt LLP are presented in Figure 2.

LLP "Okterakt" offers a wide range of own and imported equipment and technologies.

As part of the services provided to mining enterprises, the specialists of Okterakt LLC conduct research carry out design and engineering services, as well as other works within the framework of mining projects.

Figure 1. The main types and directions of activity of Okterakt LLP

The quality of products and services can be considered as a key evaluation criterion, based on a combination of properties and characteristics that underlie and determine consumers' preferences regarding the choice of products and services of a particular manufacturer [4, p. 107].

The quality of products and services is a complex concept that reveals the potential of products and services to meet the needs and demands of consumers [5, p. 91].

In this context, the quality management of products and services is carried out through multi-level and multi-step regulation, which is carried out within the framework of state, regional, sectoral and corporate control [6, p.118].

Figure 2. Methods for managing the quality of products and services of Okterakt LLP

The level of modern competition determines the need to improve the quality of products and services provided and are one of the criteria for the successful operation of enterprises in all industrialized countries. In the conditions of non-price competition and oversaturation of the sales markets, the high quality of products and services determines the ultimate success of the business.

It is important to understand that the quality of products and services is a very widespread and capacious concept that can reflect a variety of nuances and aspects of evaluation and control. It is from the selected approach and clearly defined quality assessment criteria that the range of methods used in the quality assessment process depends.

It should be noted that the management and middle managers of Okterakt LLP have a lot of experience in the field of quality management of the company's products and services and actively use an integrated approach to the use of different methods in different sectors of the enterprise's production and economic activities, as well as an individual approach to each production Operations and within each business process.

The quality management functions of Okterakt LLP generally coincide with the functions of the organization's management system.

At this stage of the research it is necessary to identify the main business processes of quality management of products and services and to link them to the responsibility centers within the quality management system of Okterakt LLP.

The main business processes of the quality management system of products and services of the enterprise are graphically presented in Figure 3.

Figure 3. The main business processes of the product quality management system of Okterakt LLP

The quality management of Okterakt LLP implies comprehensive coverage of all management functions, which in turn provide the opposite effect and define the policy in the sphere of quality assurance, and are implemented through a set of procedures for monitoring, analyzing and controlling the quality of products and services [7, c .94]. The responsibility centers of the quality management system and the business processes that lie in the responsibility zone of Okterakt LLP are represented in Figure 4.

Figure 4. Responsibility Centers for Product Quality and Services Quality Management System Okterakt LLP

Thus, 6 main business processes of quality control of products and services of Okterakt LLP were singled out during the research.

Each official (the responsibility center) carries out activities strictly in accordance with the instructions approved at the establishment of the enterprise and fixed in the statutory documents of Okterakt LLP.

It is advisable to evaluate the quality management system for products and services in two stages:

1) expert evaluation of the quality of products and services of the organization;

2) evaluation of the effectiveness of the quality management system of products and services of the organization [8, p. 161].

As the main methodology of the study, the authors used a survey of experts, during which the forms were filled out and an assessment was made in points on a five-point scale for each of the selected criteria [8, p. 109].

The experts were interviewed for each business process of the quality management system for products and services of Okterakt LLP, including:

- quality control of the design of equipment and products;

- incoming quality control of metal (raw materials);

- control of geometric dimensions and surface quality;

- control of chemical composition and mechanical properties;

- quality control of welding;

- quality control of installation [8, p. 82].

In order to generalize the results obtained and to determine the integrated quality factor of products and services of Okterakt LLP, the results of expert evaluations are presented in Table 1.

Table 1. The results of the quality control evaluation of Okterakt LLP

Based on the results of the analysis, we can conclude that the highest rating was awarded by experts to the following business processes:

- quality control of raw materials (raw material);

- quality control of installation;

- quality control of welding of metal structures and products.

The most lagging and weak link is the control of the chemical composition and mechanical properties of raw materials and finished products, which has a rating of 2.18 out of 5, since this stage is characterized by relative labor intensity and science-intensive and is characterized by a relatively high cost of quality assessment procedures.

In general, the level of efficiency of the quality control and quality management system of Okterakt LLP can be characterized as relatively high and acceptable. The expert value of the integrated quality factor of products and services corresponds to 4.2 points on a five-point system.

At the final stage of the evaluation of the quality management system of products and services of Okterakt LLP, an analysis was made of a number of relative indicators - product and service quality factors.

Table 2 gives the calculated values of product quality and service quality coefficients for Okterakt LLP for the period from 2014 to 2016.

Table 2. Estimation of the system quality management of Okterakt LLP

Based on the results of the analysis and evaluation of the quality management system of products and services provided by Okterakt LLP, it can be concluded that for the period from 2014 to 2016 the estimated value of the conformity factor of products and services to market requirements decreased from 0.073 to 0.066.

Among other indicators of the evaluation of the quality management system of products and services of Okterakt LLP: the estimated value of the conformity factor of products and services to international quality standards increased from 0.492 to 0.554.

And, finally, the estimated value of the ratio of the use of export products and raw materials in the production of Okterakt LLP increased from 0.229 to 0.295; The value of the reject rate decreased from 0.054 to 0.041; The calculated indicator of the coefficient of return of products and products for revision increased from 0.106 to 0.891.

In the process of analyzing the effectiveness of the quality management system for products and services, Okterakt LLP identified a number of shortcomings, in particular, the complexity of interaction and the presence of contradictions between marketing policies and the functions of the quality management system of the enterprise's products. Despite the priority of increasing the profitability indicators and the need to increase the efficiency of activities, the company management complies with all the standards and requirements of consumers and customers in the field of compliance with the quality standards of products and services.

In addition, during the analysis it was revealed that continuous quality control at each stage of the production process is currently difficult (low efficiency of controlling the chemical composition and mechanical properties of raw materials and finished products - 2.18 points).

A significant shortcoming in the system of quality management of products and services of Okterakt LLP is the shortage of highly skilled specialists who own quality control technologies and also have experience in improving the quality of products and services for mining enterprises.

As measures to enhance the effectiveness of the quality management system of Okterakt LLP, we propose to implement the following priority measures to improve the quality management system:

- adaptation of quality standards used at the enterprise to international quality standards;

- modernization of production and introduction of innovative equipment in the production process of "Okterakt" LLP for the purpose of producing products and equipment of higher quality;

- staff development in the field of quality management of products and services of the enterprise in accordance with international quality standards.

We believe that the adaptation of the quality management system of products and services of Ocherekt LLP to international quality standards will provide the enterprise with the opportunity to enter international markets to further improve the quality management system and improve the quality of products and services provided, as well as to share experience and develop innovative Technologies of production of products and equipment for the mining industry.

Adaptation of the quality management system of products and services of "Okterakt" LLP to international quality standards will contribute to increasing the competitiveness of the enterprise and optimizing the costs of operating and improving the efficiency of the quality management system of Okterakt LLP in the near future and in the long term.

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