Quality management system for products and services for mining enterprises
Table of contents: The Kazakh-American Free University Academic Journal №9 - 2017
Makysheva Altynai, Kazakhstan-American Free University, Kazakhstan
Kaygorodtsev Alexander, Kazakh-American free university, Kazakhstan
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
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.
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,
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
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
The main business processes of the quality management system of
products and services of the enterprise are graphically presented in Figure 3.
3. The main business processes of the product quality management system of Okterakt
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.
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
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
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
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.
1. Bassovsky L.Y. Menedzhment ka-chestva: uchebnik [Quality
Management: Textbook]. - M: INFRA-M, 2011. - 212 p.
2. Ivanov N.M., Kolupayeva S.R., Kochetkov G.B.
SSHA: upravleniye naukoy i novovvedeniyami [USA: Management of Science and
Innovations]. - Moscow: Nauka, 2012. - p. 216.
3. Zavlina P.N., Kazantseva A.K., Mindeli L.I.
Osnovy innovatsionnogo menedzhmenta: teoriya i praktika [Basics of
Innovative Management: Theory and Practice], 2nd edition reedited. - М., TSISN, 2012.- p.518.
4. Ob utverzhdenii statisticheskikh form
obchshegossudarstvennykh statistiches-kikh nablyudeniy po statistike innovatsii
i instruktsii po ikh zapolneniyu [On Approving Statistical Forms of National
Statistical Observations for Innovations and Instructions on Filling in]
retrieved from: http://adilet. zan. kz/ rus/ docs/
5. Kvitko A.V. Menedzhment kachestva: uchebnik [Quality
Management: Textbook]. - Moscow: MGUESiI, 2012. - 183 p.
6. Mazur I.I., Shapiro V.D. Upravleniye kachestvom [Quality
Management]. - M.: Vysshaya shkola, 2013. - p. 334.
7. Mishin, V.M. Upravleniye kachestvom: uchebnik [Quality
Management: Textbook]. - Moscow: UNITY-DANA, 2015. - 463 p.
8. Zavlin P.N., Vassiliev A.V. Otsenka effektivnosti
innovatsii [Evaluation of Innovation Efficiency]. - SPb, Bizness pressa,
2011. - p. 216.
Table of contents: The Kazakh-American Free University Academic Journal №9 - 2017